SLA-backed operational support so your team can focus on building, not firefighting
Technical Support & Maintenance
We provide structured post-launch operational support: monitoring and alerting, incident response, performance optimization, dependency patching, and minor feature iteration — all under a defined SLA. Your systems stay healthy. Your team's attention stays on new development.
Production systems degrade without active maintenance
The failure mode for unmaintained production software is slow and silent until it isn't: query performance drifts as data accumulates, third-party API changes break integrations, dependency CVEs go unpatched, and minor feature requests backlog into a change freeze. None of these problems announce themselves — they're discovered by users, often at the worst possible time. Our maintenance engagement model is built around proactive detection: monitoring baselines established from system behavior, not guesses, and health reviews that surface drift before it becomes degradation.
Systems without active maintenance accumulate hidden risk
Production system degradation doesn't announce itself. It accumulates gradually, then presents suddenly — typically at the highest-impact moment.
Incidents discovered by users, not monitoring
Without proactive alerting, system failures surface when users report them — by which point the impact window is already measured in minutes to hours, not seconds.
Performance degrades silently as data volumes grow
Queries that returned in 100ms on a 1GB dataset take 2 seconds on a 50GB dataset. Without query performance tracking, degradation is invisible until it becomes a user complaint.
Dependency vulnerabilities accumulate unpatched
Libraries and frameworks publish security patches on their own schedule. Without a systematic process to track, evaluate, and apply updates, CVEs accumulate in production environments.
Minor changes accumulate into a de-facto change freeze
Without a structured minor change process, small business requirements queue up unaddressed. The backlog becomes a source of friction that erodes confidence in the system.
Dependency versions are years behind current releases
Frameworks and libraries that haven't been updated in years accumulate unpatched CVEs. The upgrade path is blocked by breaking changes that nobody has the context to safely navigate.
Multiple systems split across multiple vendors creates accountability gaps
When a cross-system incident occurs, vendors defer to each other. Root cause analysis stalls at the boundary between scopes. The organization owns the problem but controls none of the resolution levers.
Proactive detection, SLA-backed response, continuous system health
Monitoring baselines established from actual system behavior. Health reviews that surface drift proactively. Incident response processes that match severity to urgency. Maintenance cadence that keeps systems current.
24/7 monitoring with signal-based alerting
Monitoring configured against system-specific behavioral baselines — not generic thresholds. Error rate deviations, latency degradation, and resource saturation produce alerts calibrated to your system, not a template.
SLA-defined response times by incident severity
P0 (service unavailable): response in under 30 minutes. P1 (critical function impaired): 2 hours. P2 (non-critical issue): next business day. Response SLAs are contractual, not aspirational.
Monthly health reports with proactive recommendations
Structured monthly review covering performance trend analysis, resource utilization trajectory, security update status, and identified optimization opportunities. Degradation is identified before it affects users.
Systematic dependency security management
Dependency vulnerability tracking against published CVE databases. Risk-assessed update schedule. Critical security patches expedited outside normal release cadence.
Minor feature iteration included in support scope
Configuration changes, minor UI adjustments, and small functional additions are handled within the monthly support allocation — no separate project initiation required for routine requests.
Documentation maintained in sync with system state
Runbooks and architecture documentation updated when system changes are made. Documentation drift eliminated as a compounding problem.
System onboarding to steady-state operations
Taking over operational responsibility for a system requires structured assessment before monitoring can be calibrated correctly.
System assessment & knowledge acquisition
Technical architecture review, deployment topology documentation, historical incident and performance review. Assessment produces a system knowledge base sufficient to support effective operations.
System assessment & knowledge acquisition
Technical architecture review, deployment topology documentation, historical incident and performance review. Assessment produces a system knowledge base sufficient to support effective operations.
Monitoring instrumentation & baseline establishment
Monitoring agents deployed or configured. Alert thresholds calibrated against actual system behavior rather than generic defaults. Alerting channels and escalation paths configured.
Monitoring instrumentation & baseline establishment
Monitoring agents deployed or configured. Alert thresholds calibrated against actual system behavior rather than generic defaults. Alerting channels and escalation paths configured.
Documentation gap remediation
Missing runbooks, architecture diagrams, and operational procedures documented. Knowledge base sufficient for incident response without original development team involvement.
Documentation gap remediation
Missing runbooks, architecture diagrams, and operational procedures documented. Knowledge base sufficient for incident response without original development team involvement.
Process integration & communication setup
Incident reporting channels, change request workflow, and regular reporting cadence established with your team. Escalation paths confirmed and tested.
Process integration & communication setup
Incident reporting channels, change request workflow, and regular reporting cadence established with your team. Escalation paths confirmed and tested.
Steady-state operations commencement
SLA clock starts. Monthly health reporting begins. Minor change queue processed according to agreed prioritization and allocation.
Steady-state operations commencement
SLA clock starts. Monthly health reporting begins. Minor change queue processed according to agreed prioritization and allocation.
Continuous improvement cycle
Monthly health report findings feed into a rolling improvement backlog. Systemic issues addressed before they manifest as incidents. System reliability improves over the engagement lifetime.
Continuous improvement cycle
Monthly health report findings feed into a rolling improvement backlog. Systemic issues addressed before they manifest as incidents. System reliability improves over the engagement lifetime.
Systems we support
Any production system that needs to remain reliable without absorbing your team's attention.
Core business systems
Systems that directly support daily business operations. Downtime has immediate operational and revenue impact. Requires rapid incident response and proactive reliability management.
Customer-facing platforms
External-facing services where reliability is directly visible to customers. Incidents create support burden and reputational damage beyond the immediate technical impact.
Data-intensive systems
Systems where query performance degrades predictably as data accumulates. Requires ongoing indexing review, query optimization, and storage capacity management.
Orphaned custom applications
Systems where the original development team is no longer available. Requires technical onboarding before effective support can be provided — we've done this before.
SaaS platform operations
Multi-tenant SaaS platform operational support — maintaining service quality across the full tenant fleet while managing platform-level stability and per-tenant issue isolation.
Post-migration stabilization
Stabilization support following a major migration — cloud migration, platform re-architecture, or technology stack upgrade — with focused monitoring on migration-introduced failure modes during the high-risk stabilization window.
Why Metavun
We've inherited underdocumented systems before. Operational experience with complex, real-world system states.
Capable of onboarding from sparse documentation
We've assessed and operationalized systems with minimal documentation. The technical onboarding process is structured to extract operational knowledge from code, logs, and stakeholder interviews — not just documentation review.
Contractual SLA commitments
Response times and availability targets are in the contract — not in a service description that isn't legally binding. You have recourse.
Health reporting provides operational visibility
Monthly reports give you a structured view of system health, trend data, and forward-looking risk assessment. System state is transparent, not opaque.
Minor feature iteration within support scope
Routine change requests are handled within the monthly support allocation. No project initiation overhead for small, well-understood changes.
Systematic dependency modernization
Structured approach to legacy dependency remediation: risk-tiered upgrade sequencing, automated compatibility testing, and staged rollout — eliminating accumulated CVEs without the big-bang upgrade risk.
Unified multi-system operations
Single operational team covering multiple systems means cross-system incidents have a single point of accountability. No vendor boundary to stall root cause investigation. Consolidated monitoring view across the portfolio.
Who we support
Organizations with production systems that need active operational management without dedicated internal engineering capacity.
SMEs without internal DevOps capacity
Production systems running on infrastructure that has no dedicated operational owner. System problems escalate to whoever is available.
Government & public sector
Multiple operational systems across a portfolio, with IT teams stretched across more systems than can be actively maintained.
Enterprises with custom applications
Bespoke systems built by vendors who are no longer available for support. Requires an operational team willing to onboard from limited documentation.
High-growth companies
Business growth increasing system load faster than operational capability is being built. External support covers the gap during the scaling transition.
SaaS & cloud service providers
Multi-tenant platforms requiring continuous operational management to maintain SLA commitments across all customer environments simultaneously.
Large institutions with portfolio systems
IT system portfolios too large for available internal headcount to actively manage — consolidated operational support under a single accountable vendor.
Operations technology stack
Observability, deployment automation, and incident management tooling — configured per system, not templated.
Let's Build Something Great Together
Whether you need a custom AI solution, legacy system modernization, or a production-grade data pipeline — we’re ready to scope, architect, and deliver.
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