Our standard technical support is available during business hours, Monday through Friday. For clients on premium support plans, we offer extended hours and emergency after-hours support for critical system issues that require immediate attention.

For standard support, we aim to acknowledge all tickets within 4 business hours and provide an initial assessment within 24 hours. Critical issues affecting system availability are prioritized and addressed immediately, with resolution targets defined in the service level agreement for your support tier.

Yes, the majority of our technical support is delivered remotely using secure screen-sharing and remote access tools. This allows us to diagnose and resolve issues quickly without the need for on-site visits, reducing downtime and response times significantly.

On-site support is available for clients within Malawi, particularly for infrastructure-related issues, hardware setup, or situations that cannot be resolved remotely. On-site visits can be arranged on a per-incident basis or included as part of a premium support agreement.

Clients with active monitoring and premium support plans benefit from automated alerts that notify our team of downtime events around the clock. We initiate incident response procedures immediately upon detection, and our on-call engineers work to restore service as quickly as possible.

Yes, for clients on managed support plans, we implement proactive monitoring for server health, application performance, uptime, and security threats. This allows us to identify and address potential issues before they escalate into service disruptions or data loss events.

We manage software updates and security patches as part of our maintenance agreements. Updates are tested in a staging environment before being applied to production to minimize the risk of introducing regressions or compatibility issues to your live system.

Yes, we handle system migrations including server-to-server transfers, cloud migrations, platform upgrades, and database migrations. We follow a structured migration plan that includes data backup, testing, DNS management, and post-migration validation to ensure zero data loss and minimal downtime.

We offer change request and enhancement services for systems we have built as well as third-party systems. Each request is scoped, estimated, and scheduled based on priority and complexity, ensuring changes are implemented systematically without disrupting existing functionality.

Yes, we implement automated backup strategies including daily database backups, file system snapshots, and off-site backup storage. We also develop disaster recovery plans that define recovery time objectives and recovery point objectives tailored to your business continuity requirements.

We can take over support and maintenance of systems built by other developers or agencies. We begin with a comprehensive code audit and documentation review to understand the architecture, identify any technical debt, and establish a reliable support baseline before assuming responsibility.

Feature requests can be submitted through our support ticket system or discussed directly with your account manager. We evaluate each request for feasibility, impact, and alignment with your roadmap, then provide a detailed estimate and timeline before proceeding with development.

Yes, we conduct thorough performance audits that analyze database queries, server configuration, caching strategies, front-end assets, and code efficiency. Based on our findings, we implement targeted optimizations that can dramatically improve page load times, API response speeds, and overall user experience.

We use professional helpdesk and project management tools that allow clients to submit, track, and review the status of their support requests in real time. Clients receive email notifications at each stage of the resolution process, ensuring full transparency and accountability.

Yes, we offer training programs and knowledge transfer sessions designed to upskill your internal team on specific technologies, platforms, or systems. Training can be delivered on-site, remotely, or through a combination of workshops, documentation, and recorded video sessions.

Our maintenance agreements typically include regular software updates, security patching, uptime monitoring, automated backups, performance checks, and a defined number of support hours per month. We offer multiple tiers so you can select the level of coverage that matches your operational needs and budget.