Support Retainer
Reserved support capacity for troubleshooting, routine maintenance, and operational assistance — without a full engineering commitment.
What This Service Is
A monthly retainer that reserves a defined number of support hours for troubleshooting, routine maintenance, configuration changes, and operational assistance. This is not unlimited support — you purchase a defined capacity each month.
The Support Retainer covers routine and predictable work that does not require substantial application development. If work requires meaningful code changes, it moves to the Development Retainer or is billed separately.
Who It's For
Teams with deployed systems that need occasional help — not enough to justify a full-time hire, but more than ad-hoc hourly billing. Projects that are feature-complete but need ongoing operational support. Clients who want predictable monthly support costs without committing to large engineering retainers.
What You Get
- Troubleshooting and diagnostics
- Routine plugin/module updates
- Configuration changes
- Minor operational fixes
- Assistance diagnosing service issues
- Basic maintenance within purchased allowance
What's Not Included
- Major application bug fixes
- Feature development
- Architectural changes
- Framework migrations
- Significant dependency upgrades requiring code changes
- CI/CD pipeline implementation
- Full observability implementations
Work requiring substantial engineering effort is separately billable through the Development Retainer or hourly engineering.
Pricing
Hourly
- No commitment required
- Billed per task or per hour
- Ideal for occasional support
Monthly Retainer
- 8 hours included per month
- Effective rate: R938/hr (vs R1,100 ad hoc)
- Defined response target
- Unused hours do not roll over
- Additional hours billed at hourly rate
The exact number of included hours is determined during scoping based on your support requirements and expected volume.
Reserved support capacity. This retainer reserves the stated support and maintenance capacity for each billing period. Unused capacity does not accumulate or roll over into subsequent periods. Additional work beyond the included capacity is billed separately.
View Retainer Terms & Conditions →How It Works
Scoping Call
We assess your support needs, expected volume, and response requirements to define the right capacity level.
Monthly Capacity
You receive a defined number of support hours each month, reserved for your use.
Request & Deliver
Submit support requests as needed. Tasks within scope are handled within your allowance.
Overage & Review
If work exceeds the included hours, you are notified before additional billing. Monthly summary provided.