Support & Maintenance

IT system support and maintenance is ongoing responsibility for the stability, security, and development of software after deployment. Hexacode fulfils this role as a permanent technical partner — the same senior team that knows the system architecture, monitors it 24/7, and responds to incidents within agreed SLA times.

When does a system need a permanent technical partner?

Technical support makes sense when system downtime genuinely costs — time, money, or client trust. If your system handles orders, internal processes, or client communications and you don’t have a team that can respond to incidents within hours — you need a partner who takes responsibility for that.

It’s not about a helpdesk. It’s about a permanent team that knows your system, monitors it 24/7, and responds before your clients notice a problem.

How we organise support

We start with a technical audit — we assess the state of the system, document the architecture, and identify risks. Based on this, we agree on the support model: request priorities, SLA response times, and the scope of preventive work. Every priority has an assigned concrete response time — agreed together, not imposed.

We also take over systems we didn’t build. This is one of our most common scenarios — a company has a system from a previous contractor, no documentation, and unclear architecture. We gradually take over responsibility, document knowledge, and stabilise the environment.

What exactly do we monitor?

24/7 monitoring is not a single ping every minute. It’s a set of metrics that give a complete picture of system health and allow problems to be detected before they become outages.

Uptime and availability — we check that the system responds with the expected HTTP code and within acceptable time. If an endpoint stops responding or the response time exceeds an agreed threshold, an alert reaches the team within seconds.

Response times — we monitor the latency of key endpoints (API, frontend, database queries). A 20–30% performance degradation can be invisible to users but signals a problem that will turn into an outage within days. We respond to the trend, not the incident.

Error rate — we track the proportion of error responses (5xx, timeouts, exceptions) in real time. A sudden spike from 0.1% to 2% means something changed — a new version, a change in an external API, resource exhaustion. We analyse the root cause instead of waiting for a user report.

SSL certificates and domains — we monitor certificate and domain expiry dates 30 days in advance. An expired certificate isn’t just a lack of encryption — it’s a browser warning that instantly destroys client trust. This problem is entirely avoidable with proper monitoring.

Resource consumption — CPU, memory, disk, database connections. We analyse trends to plan scaling before limits are reached.

Taking over a system from another contractor

Taking over a system is one of the most common scenarios we encounter. A company has a working system but the previous contractor has disappeared, doesn’t respond in a reasonable time, or the relationship has run its course. Documentation is sparse or outdated.

Our takeover process starts with a technical audit: we analyse source code, architecture, infrastructure, external dependencies, and security status. We document what we find — not what should be there. We identify critical risks (no backups, outdated dependencies with vulnerabilities, no monitoring) and development risks (technical debt that hinders changes, no tests, hardcoded configurations).

Based on the audit, we prepare a stabilisation plan with priorities — what requires immediate attention, what can be planned for upcoming weeks, and what is a long-term housekeeping matter. The client receives a full report with recommendations and pricing for individual actions. Responsibility is transferred gradually, at an agreed pace.

Prevention instead of firefighting

Regular technical reviews, security updates, and backups are standard — not an optional extra. We recommend improvements based on real data, not guesswork.

A single point of contact for everything — the same senior team you call with a question about a minor change and with an alert about a production outage. If your system also requires functional development, we combine maintenance with building new modules — within the same team and the same collaboration model.

How much does technical support cost?

We price individually — after auditing the system and agreeing on scope. The price depends on the complexity of the environment, the number of systems, required SLA response times, and the scope of preventive work. After an initial call, we prepare an estimate with a concrete collaboration model. We don’t lock you into long-term contracts — the notice period is 30 days.

For smaller websites and web applications, we also offer Hexacode Guardian care packages — from 600 PLN/month, with an automated Guardian testing critical functions 24/7.

DevOps and environment management

Beyond monitoring and incident response, we handle the infrastructure layer: environment management (production, staging, development), deployment automation, CI/CD pipeline configuration. The goal is repeatable, safe deployments — every code change goes through the same process: tests, review, staging deploy, verification, production deploy. We eliminate the situation where a deployment happens “by hand” and nobody knows exactly what was changed.

For companies that have built infrastructure ad hoc and now struggle to maintain it, we carry out migrations to organised environments with documentation and automation. This is an investment that pays off at the first incident, because system restoration time drops from hours to minutes.

Case studies

For an automotive company, we took over IT system management and reduced infrastructure costs by 50% while improving performance by 90%. For Propertus — a Kraków property management firm — we’ve been the permanent technical partner for years, ensuring zero site downtime.