Application support with response times in the contract
When something breaks, you know who answers and how fast — because it's written down.
For live, business-critical systems without an in-house support team
Onboarding assessment, then monthly plan
Response times in the contract
Business-hours and extended options
Prokoders provides managed application support for businesses worldwide: L2 and L3 support, monitoring and alerting, incident handling with agreed response and resolution times, security patches and dependency updates, and monthly service reports — including for systems Prokoders did not build, after an onboarding assessment.
Sound familiar?
Your system is live and critical, and support depends on one freelancer's goodwill.
"We're looking into it" with no time attached.
Updates and security patches keep getting postponed.
What changes with Prokoders
Certainty.
Response and resolution times written into the contract.
Fewer surprises.
Monitoring catches problems before users report them.
A healthy system.
Updates and patches applied on schedule.
What's included
How it works
Onboarding assessment
We learn the system over 1 to 2 weeks for a fixed fee.
Agree the SLA
Priorities, hours and response times.
Run
Monitoring, tickets, fixes and updates.
Report
A monthly report on speed and uptime.
Onboarding assessment
We learn the system over 1 to 2 weeks for a fixed fee.
Agree the SLA
Priorities, hours and response times.
Run
Monitoring, tickets, fixes and updates.
Report
A monthly report on speed and uptime.
What you get
Clear, contractually bound deliverables you can hold our team accountable to.
A service-level agreement with response times
A support channel and ticket tracking
A monthly service report
Support tiers
Why Prokoders for
support
Engineers who can fix the code, not just log the ticket.
Clear SLA terms, measured and reported every month.
A natural path to Continuous Engineering when you need improvements, not just fixes.
Typical use cases
Who relies on our mission-critical SLA support contracts.
University student portal
Business-hours support with guaranteed 15-minute response on exam and registration days when portal load surges.
Mobile app inherited from vendor
Onboarding assessment, immediate stability and crash fixes, then transition into a monthly guaranteed response SLA.
Business-critical ERP / CRM
Continuous uptime monitoring, monthly security patch cycles, data integrity safeguards, and rapid issue resolution.
Not for: If your system is still in active development or needs a full-time engineering squad for rapid feature expansion, is the better fit.
Support Case Study
99.98% uptime and 12-min avg P1 response →
Frequently Asked Questions
Everything you need to know about SLA tiers, coverage hours, and onboardings.
Need someone accountable when things break?
Talk to us about an SLA.