~ / support
Support & Maintenance
Your software, kept healthy after launch
Shipping is the start, not the finish line. Our Kyiv-based support engineers keep your systems monitored, patched and fast — with SLA-backed response times you can hold us to.
System status
All systems operational
// last incident: none in the past 90 days · 99.97% rolling uptime
Support plans
Three tiers, one promise: we pick up
Choose the level of cover that matches how critical your system is. Every tier is staffed by the engineers who built — or could maintain — your product.
A lightweight retainer for stable products that need occasional fixes and updates.
- Bug fixes & minor changes
- Dependency & security patching
- Next-business-day response
- Monthly health summary
- Email support channel
SLA-backed cover for revenue-critical systems that cannot afford to drift.
- Everything in Essential
- 4-hour SLA on business hours
- Proactive uptime monitoring
- Quarterly performance review
- Phone + email + shared board
- Dedicated support engineer
Round-the-clock cover for high-load, regulated or mission-critical platforms.
- Everything in Managed
- 1-hour SLA, 24/7/365
- On-call incident rotation
- Disaster-recovery drills
- Embedded maintenance team
- Named escalation manager
All plans include access to your repository, monitoring dashboards and incident history. Plans are scoped to your system's criticality during handover.
How to reach support
Pick the channel that fits the urgency
Email the desk
For standard requests, change tickets and questions. Tracked and triaged within your SLA window.
support@codeforgetful.com →Call us
Talk to a support engineer during business hours, or your on-call contact if you are on a 24/7 plan.
+380 44 235 88 10 →Client portal
Managed & Dedicated clients get a shared board with full ticket history, SLAs and release notes.
Request access →Emergency line
P1 production incident on a Dedicated plan? The on-call escalation line connects you to an engineer in minutes.
See escalation policy →Common questions
Support FAQ
What counts as a P1 incident?
A P1 is a complete outage or a critical function unavailable to all users, with no workaround — for example, checkout down on an e-commerce platform or login failing system-wide. P1s trigger your fastest SLA tier and an immediate engineer assignment.
Can we start a support plan for software you didn't build?
Yes. We begin with a code and infrastructure audit to map the system, identify risks and document what we find. Once we understand the codebase, we propose the support tier and onboarding plan that fits its current state.
How are SLA response times measured?
The clock starts when a ticket is received through an approved channel and stops when an engineer responds with an action or diagnosis. Response time is distinct from resolution time, which depends on the issue — but every ticket gets an owner and an honest ETA up front.
Do you handle hosting and infrastructure too?
We do. Managed and Dedicated plans include monitoring, alerting, scaling and cost optimisation across AWS and GCP, plus regular dependency and security patching as part of the retainer.
What happens if we want to move off a plan?
You own your code, infrastructure and credentials from day one, so there is no lock-in. If you wind down a plan we provide a structured handover with documentation, runbooks and a knowledge-transfer session for your team.
Need cover?
Let's set up the right support plan for your system
Tell us what you're running and how critical it is. We'll recommend a tier, scope the SLA and have you covered within days — not weeks.