Ongoing support & maintenance
We stay with the system
long after go-live.
Software needs care after launch. GEMIS monitors, maintains and improves the systems businesses run on — with people who know the system, its history and how it is used.
The situation
When nobody is looking after the system
Go-live is the start of a system’s life. The business changes, the platforms beneath it are updated, staff come and go. A system nobody looks after slowly drifts away from the business it was built for — until something breaks.
Signs you may recognise
- Updates and security patches are applied irregularly, or not at all.
- The people who built the system are no longer available.
- Small changes wait months because nobody owns them.
- New staff learn the system from whoever has time.
Continuity
Relationships measured in years
Three of the businesses GEMIS still works with, and when each relationship began.
- WasteMart Client since 2013
- SBS Waterproofing Client since 2014 · system since 2015
- HomeAssist Client since 2014
What GEMIS delivers
What support covers
Agreed per system, from the elements below.
-
Performance monitoring
Watching how the system behaves, so problems are found early.
-
System maintenance
Keeping the system, its data and its environment in good order.
-
Security updates
Applying platform and dependency updates as they are released.
-
Feature enhancements
Planned improvements as the business changes.
-
User training
Helping new staff, and existing ones with new features.
-
Technical support
Troubleshooting from people who already know the system.
How the engagement works
A cycle, not a ticket queue
Support follows the life of the system rather than a single request.
-
Understand
The system, its environment and how the business uses it.
-
Agree
What the arrangement covers, sized to the system.
-
Maintain
Monitoring, updates and fixes, as a matter of routine.
-
Improve
Changes scoped and rolled out as the business evolves.
Evidence from real projects
Where this has been done
Projects whose recorded scope shows this work. All case studies
Construction services — waterproofing and roofing
SBS Waterproofing
GEMIS designed, built and still supports the system SBS has run its business on since 2015.
Read the case study
Insurance and home services — plumbing repairs
HomeAssist
GEMIS and HomeAssist have worked side by side for more than ten years, and the system remains in use.
Read the case study
Waste management and skip hire
WasteMart
The system has grown with WasteMart for more than ten years.
Read the case studyQuestions
Common questions
The questions that come up first about Ongoing support & maintenance. Anything not answered here is worth raising in a discovery conversation.
What does ongoing support cover?
It is agreed per system and can include monitoring, maintenance, security and dependency updates, troubleshooting, user training and planned improvements.
How is support arranged?
As an ongoing arrangement sized to the system and what it needs. The scope, response expectations and cost are set out in the agreement, so we do not publish standard terms here.
Can you support a system someone else built?
Often, after a review of the code, the hosting environment and any documentation. The review shows what support is possible and what should be addressed first.
How are changes and improvements handled?
Each request is scoped, agreed, built and rolled out in a controlled way. Larger improvements are planned with you as the business changes.
How long do clients stay?
Several of our clients have worked with us for more than ten years: WasteMart since 2013, and SBS Waterproofing and HomeAssist since 2014.
Ongoing support & maintenance
Is a system you rely on being looked after?
Tell us what it is, who built it and what concerns you. We come back within two working days with a short written view and a time to talk.