Do you offer 24/7 support?

Yes — clients on maintenance retainers receive 24/7 emergency support for critical issues such as application downtime, data breaches, or payment processing failures. For non-critical matters, our standard support hours are Monday to Friday, 9am to 6pm MYT.

How 24/7 Emergency Support Works

When a critical issue occurs outside business hours, our on-call rotation ensures a senior engineer responds within 4 hours. The process follows a structured escalation path.

• Automated alerts: Our monitoring systems detect downtime, error spikes, and performance degradation before you notice them. Alerts trigger immediately via PagerDuty and Slack.
• On-call rotation: A senior engineer is always on standby. They receive the alert, assess severity, and begin investigation within 30 minutes.
• Escalation: If the issue is not contained within 2 hours, it escalates to our CTO and additional team members are mobilised.
• Status updates: You receive updates every 30 minutes via your dedicated Slack or WhatsApp channel until the issue is resolved.

SLA Tiers by Severity

• Critical (system down): 4-hour response, continuous work until resolved.
• High (major feature broken): 8-hour response during business hours.
• Medium (non-blocking bug): 24-hour response.
• Low (minor issue or request): 48-hour response.

What Qualifies as a Critical Issue

Not every bug warrants a 3am wake-up call. Critical issues are strictly defined as scenarios where your application is completely unavailable, user data is at risk, or a core business function such as payment processing has stopped working. We define severity levels together during onboarding so expectations are clear from day one.

Proactive Monitoring Reduces Emergencies

Most after-hours incidents never reach you because our monitoring catches them first. For managed hosting clients, we run uptime checks, resource usage alerts, and automated recovery scripts that resolve common issues before they escalate. This is why our managed clients consistently achieve 99.9% uptime.

Contact us to discuss a support plan that includes 24/7 emergency coverage for your application.