We answer your users and keep your app running.
You built the app, and now people rely on it. Every question, bug and outage lands on the same few developers. We take that on: we answer your users in your app's name, reproduce what's broken, fix it or hand your developers a clear bug report, and keep the hosting monitored and patched, in business hours and after hours.
From the first message to the fix.
Answer
Your users get a reply in your app's name: how-to questions, account problems, and "is it just me?"
Reproduce
Something's broken. We find the steps that cause it, a workaround if there is one, and the logs that explain it.
Fix and release
The fix goes out through your review and release process, and the hosting it runs on stays monitored and patched.
Three signs it's time to fix the underlying system.
Your developers are answering support tickets at 11pm, and the roadmap is slipping.
You find out the app is down when a customer tells you.
The developer or agency who built it has moved on, and nobody else knows how it's deployed.
What we build and run.
User support
Questions and problems from your users answered by email, chat or phone, in your app's name. The common answers get written up, so each month there are fewer to answer.
Triage and bug reports
We reproduce the problem, offer a workaround where there is one, and hand your developers a bug report with the steps, screenshots and logs, so nobody starts from "it doesn't work".
Fixes and small changes
Bugs fixed and small changes made in your codebase, through your review and release process. Or we leave the code to your developers, if you'd rather keep it in-house.
Monitoring and on-call
Uptime, error and performance alerts on the app and its hosting, watched in business hours and after hours, with a runbook for each one so the response doesn't depend on who's on.
Hosting, security and cost
Patching, dependency and security updates, backups we test by restoring, and monthly cost reporting for the AWS or Azure accounts the app runs on.
How it runs.
Take on the app
A fixed-price audit of the code, hosting, access, monitoring, known bugs and how support works today. The urgent gaps get fixed first and the runbooks get written.
Run it day to day
Users answered, issues triaged and fixed, and alerts handled, for a monthly fee set by your support hours and a block of included time.
Report and improve
A short monthly report on tickets, the issues behind them, uptime and cost, and the bugs worth fixing in the product, with a quarterly review if you want one.
Picked to suit the systems you already run.
What people ask before we start.
The adjacent work.
AI consulting
AI that does a job, not a demo. We find the one process where a model pays for itself, build it on your data, and measure it.
Learn moreData, Excel and reporting
Inherited workbooks, macros and Power Query untangled and fixed. When you outgrow Excel, a data platform that reconciles to the source.
Learn moreCloud migration and operations
Out of the server room and onto AWS or Azure without the outage. Then we hand it over or run it for you, your call.
Learn moreManaged IT services
Helpdesk, devices, security, backups and cloud costs, looked after by engineers who know how it's built. A plain-English report every month.
Learn moreContact centres and phone systems
Calls routed to the right person, answered from a browser wherever your team is, with reporting on every call.
Learn moreWebsites and apps
Websites, customer portals and internal apps, built with Daniels Digital Service and connected to the systems behind them.
Learn more