Public Sector · Support
SLA, maintenance and continued development.
Maintenance with agreed response times, monitoring, defect resolution and continued development.
When public bodies bring us in
- you're preparing a tender and need a supplier
- the project needs several disciplines at once
- an existing system needs extending or connecting
- a procedure needs digitalising from application to decision
- long-term support after handover is required
What this means for the contracting authority
- Traceability for every step of the procedure.
- Documentation that matches the tender requirements.
- One accountable partner even with several vendors.
- Acceptance testing against pre-agreed criteria.
- Support and development after handover.
Problem → solution
What's included
- response times by severity
- monitoring and alerting
- defect resolution
- security updates
- user support
- an agreed volume of enhancements
Not all faults are equally urgent
A response time without a severity scale means little. So the contract defines levels: what counts as an outage, what as a disruption and what as an improvement request - and what each means for the deadline.
Outage
The system or a key function is down and work cannot continue.
Disruption
The system works but part of it is impaired, or a workaround exists.
Enhancement
The system works as agreed and the client wants a change or addition.
The specific levels and deadlines are contractual and set per project.
What happens even when nothing is broken
A system that is not maintained does not break immediately - it breaks a year or two later, when an external service changes, a certificate expires or a vulnerability appears in a library it uses.
- security updates to dependencies
- renewing certificates and domains
- verifying backups by restoring them
- monitoring performance and capacity
- reviewing error logs users never report
- a regular system status report
When clients come to us
- the supplier who built the system is no longer reachable
- the warranty period is ending and there is no maintenance
- the system runs but nobody checks whether it is secure
- faults are reported by phone and get lost
- you need maintenance written into a contract
What you receive
- agreed response times by severity
- a single point for reporting faults
- monitoring and alerting
- a regular report on work done
- an agreed volume of enhancements
How we run a public project
Requirements
Tender and technical requirements are translated into a delivery plan with milestones and responsibilities.
Project management
One contact, regular progress reporting and subcontractor coordination in one place.
Quality and security
Test scenarios, a security review and compliance with the client's requirements before acceptance.
Documentation
Technical and user documentation, instructions and training material.
Acceptance and SLA
Acceptance testing, handover and support with agreed response times.
Related work
FAQ
Can you maintain a system Epix did not build?
Yes, after a technical review. The review shows what can be taken on immediately and what has to be sorted first.
Related solutions
Sounds like your project?
Send us the project description, your existing system, the tender documents or the event date.