Software Maintenance & Support Services

A maintenance retainer provides a defined monthly capacity for keeping an existing product healthy bug fixes, dependency updates, monitoring, and small enhancements. The focus is reactive (fix what breaks) and proactive health (prevent things from breaking). A dedicated development team provides a full engineering team focused on building new features and capabilities product roadmap execution, not maintenance. The practical distinction: a maintenance retainer is appropriate for a launched product that needs ongoing care but is not in active feature development. A dedicated development team is appropriate for a product in active development where the business needs ongoing feature velocity. Many clients use both: a dedicated team for new feature development and a maintenance retainer for operational support of deployed features.

ClickMasters offers tiered SLA response times for production incidents: Critical (production down, data loss risk, security breach) 2-hour initial response, same-day hotfix target; High (major functionality non-operational, significant user impact, no workaround) 8-hour initial response, 24-hour fix target; Medium (functionality impaired, workaround available, limited user impact) 24-hour initial response, 5-business-day fix target; Low (cosmetic issues, minor functionality gaps, no user impact) 5-business-day response, scheduled for next available sprint. Response time means the time from ticket creation to ClickMasters acknowledging the issue and providing an initial assessment. Fix time targets are for the hotfix deployment permanent root cause fixes may take longer for complex issues. SLAs are documented in the retainer agreement and tracked monthly.