Monitoring & Incident Response
Continuous monitoring with defined severity levels and response times written into the agreement.
Services / Support
Post Launch
Support (SLA)
Launch is the start of a product's life, not the end of the work. Dependencies age, platforms change, traffic patterns shift, and users find edges nobody anticipated.
Our post-launch support agreements cover monitoring, maintenance, security patching, and continued development under defined response times — so you know exactly what happens when something breaks at 2am.
What we deliver
Launch is the start of a product's life, not the end of the work. Dependencies age, platforms change, traffic patterns shift, and users find edges nobody…
Maintenance & Security
Keeping the product current and safe as its surroundings change.
Continued Development
Reserved capacity each month for new features, improvements, and technical debt — so the product keeps moving forward instead of only being kept alive.
Reporting & Reviews
Monthly reporting on uptime, incidents, work completed, and system health, plus a quarterly review of technical priorities for the period ahead.
Ad-hoc support vs. a real SLA
Best-effort support
- Response time depends on who happens to be free
- Dependencies updated only when something breaks
- Incidents reported by your users first
- Context re-explained to whoever picks up the ticket
- No visibility into system health between incidents
A defined support agreement
- Committed response windows per severity level
- Scheduled patching and proactive maintenance
- Automated alerting escalates before users notice
- The same engineers who know your system
- Monthly reporting on uptime, incidents, and work done
Explore our capabilities
Monitoring & Incident Response
Continuous monitoring with defined severity levels and response times written into the agreement.
- Uptime, error rate, and performance alerting
- On-call escalation for critical incidents
- Post-incident reports with root cause and prevention
Maintenance & Security
Keeping the product current and safe as its surroundings change.
- Dependency updates and vulnerability patching
- OS and platform compatibility for new releases
- Database maintenance and backup verification
- Certificate and credential rotation
Continued Software Maintenance & Development
Reserved capacity each month for new features, improvements, and technical debt — so the product keeps moving forward instead of only being kept alive. This includes dependency and framework upgrades, performance tuning as usage grows, and small-to-medium feature work that doesn't warrant spinning up a separate project engagement.
Reporting & Reviews
Monthly reporting on uptime, incidents, work completed, and system health, plus a quarterly review of technical priorities for the period ahead. Reports are written for stakeholders who need visibility without reading a dashboard, so decisions about scope and support tier stay grounded in what's actually happening with the product.
Defined
Response times written into every SLA
Monthly
Reporting on uptime, incidents, and work done
Reserved
Guaranteed development capacity each month
Documented
Runbooks maintained so handover is always possible
Support
The work does not stop at launch
Monitoring, maintenance and a steady improvement cadence that keeps the product healthy as it grows.
Frequently
Asked
Questions
Tier-dependent. Typically one hour for critical incidents, four business hours for high severity, and next business day for standard requests. Exact windows are set in the agreement.
Yes, following a technical audit so we understand the system before taking responsibility for it. The audit also surfaces risks worth addressing early.
Anything making the product unusable for most users — outages, failed authentication, broken payments, or data integrity problems. Severity definitions are agreed up front so there's no debate mid-incident.
Yes. Requirements shift as products mature, and tiers are reviewed quarterly so you're not paying for coverage you no longer need.
Support tiers include reserved development capacity. Larger feature initiatives are usually scoped as separate projects alongside the support agreement.
We keep documentation and runbooks current specifically so this is straightforward, and we run a structured handover with your team when the time comes.
Post-launch support covers monitoring, maintenance, security patching, and ongoing feature development, with defined response times under an SLA rather than open-ended best-effort support.
Response times depend on the SLA tier. Critical issues get the fastest guaranteed response, with lower-priority requests handled within an agreed window we define together upfront.
Yes. We take on post-launch support for existing products after a codebase and infrastructure review, so we understand what we're maintaining before committing to SLA response times.
Why 11Seas
Products need tending
Software doesn't hold still — dependencies age, platforms change, and traffic patterns evolve. A support agreement is what keeps a product healthy over years instead of slowly decaying until a rewrite feels like the only option.
Response times written into every SLA
Reporting on uptime, incidents, and work don
Guaranteed development capacity each month
Runbooks maintained so handover is always po
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