Support that answers inside a stated time, not whenever someone is free

Support only works when everyone agrees what an emergency is. In week one we sit with your operations lead and sort the failures that matter into four severities: a full outage or blocked financial process, a major function degraded with a workaround, a minor defect, and a request or question. Each severity gets a response target and an update rhythm. A typical P1 is acknowledged within 1 hour and updated every hour until a workaround or fix lands. A P4 request is answered within 2 working days.

These are response and update commitments, not promises that every fault is fixed in a fixed time. Resolution depends on cause, third-party systems and access, so we state ranges and report honestly against them. We also agree cover hours up front. Saudi working weeks run Sunday to Thursday, and many teams need extended cover around month-end close or Ramadan schedules. We price cover hours separately so you pay for the window you need and not a blanket 24/7.

Most applications arrive with thin documentation and a few people who just know how things work. Onboarding takes 2 to 3 weeks for a typical business app. We read the code and configuration where we have access, map integrations, record how releases happen today, and run through the last six months of incidents to see what actually fails.

We then write the runbook: where it is hosted, how to restart it, how backups are taken and tested, which jobs run overnight, and which vendors sit behind it. Access is granted on least-privilege terms, logged, and removed at exit. If the system holds personal data, we follow your PDPL obligations on access and retention, and we raise any gap we find rather than quietly working around it. If it is hosted in the Kingdom for sector or procurement reasons, support runs inside that boundary and we do not copy production data elsewhere.

Pricing is a monthly fee built from four things: the number and complexity of applications, the cover hours you need, the response tiers you choose, and an allowance of change hours for small enhancements. A stable internal portal on business-hours cover sits at the low end. A customer-facing payment flow with integrations and extended cover sits higher, because more can go wrong and the cost of delay is larger.

We recommend a 6 to 12 month term with a quarterly option to adjust scope. The first two months usually run noisier, since onboarding exposes problems nobody had logged. By month three ticket volume tends to settle as repeat causes get fixed for good. You keep ownership of your code, data and documentation throughout, and the runbooks are yours if you ever move support elsewhere.