Support is a retained arrangement with a response target in writing, not a rota of whoever happens to be free. Roughly a third of each retainer is reserved for improvement rather than incidents, because a system that only ever gets fixed slowly rots.
- Four-hour response on P1
- Monthly patch and dependency review
- A third of hours kept for improvement
What you get
- Four-hour response on P1
- Monthly patch and dependency review
- A third of hours kept for improvement