Client service
Support, bug fixes, small changes with defined response times.
- One contact point, no handoff
- Structured request records
- Response in hours, not days
We keep it running
Care and service that keeps the transformation alive.
We do not leave after the launch. We run, evolve and lead the engagement for years, not weeks. Each month the solution fits the company better, and the client gets a partner who knows the operation in detail.
What we cover
Three areas, one team, one contract.
Service is not a side add-on. It is its own area with its own rhythm, its own records and its own rules. This is how we keep solutions running for years, from the audit through a custom application to regular review cycles.
Solution development
Planning next phases based on real client priorities.
- Review cycle every three months
- Prioritization by impact and effort
- Gradual expansion without large jumps
Long-term partnership
Continuous leadership of the cooperation and the direction of growth.
- Periodic meetings with client leadership
- 12-month plan of next phases
- Optimization of budget and direction of growth
Response times
When we react and in what time we resolve.
The service contract has clearly defined response times by priority. No surprises in a crisis, no debate about who handles what.
Priority
Example situation
Response time
Resolution target
Critical
System down, production halted, cannot issue invoices.
Within 1 hour
Within 4 hours
High
Feature broken for whole team, operations continue.
Within 4 hours
Within 1 business day
Normal
Minor bug for one user, change request.
Within 1 business day
Within 5 business days
Low
Improvement suggestion, cosmetic tweak, feature question.
Within 2 business days
Planned for next development cycle
Response times apply during business hours. Critical priority has 24/7 standby if contractually agreed.
Working rhythm
How service unfolds in time.
01
Week
Structured request records. Incoming incidents, change requests, small enhancements. Weekly status so you know what is being worked on.
02
Month
Monthly summary report. Resolved tickets, response time, resolution time, open items. Predictability for you and for us.
03
Quarter
Review meeting with client leadership. What worked, what to adjust, what are the priorities for the next 90 days. We plan ahead, not retroactively.
Frequent questions
What clients ask before signing the service contract.
- No. After launch we typically offer a free warranty period. We sign the service contract once the solution is in normal operation and we see the real care load.
Pojďme to zapnout
Have a digital solution that needs stable care?
We will walk through your operation, look at the current service state and propose a cooperation scope. No commitment, no pressure to sign.