Support and updates
Help while you need it, not a subscription you cannot leave.
Every purchase includes twelve months of updates and a channel to reach the people who wrote the code. When the twelve months end the software carries on exactly as before, because support was never what made it run.
Fixed price, in writing
Want one fitted to your process?
Tell us what you run today. You get a written scope and a fixed price back, not a discovery retainer.
What is included
Twelve months from the day the repository lands.
Included with every application
- Direct email to the engineers who built it, not a ticket queue
- Fixes for defects in the delivered code, at no charge
- Security patches for the application and its dependencies
- Help getting it deployed the first time, whatever you deploy onto
- Answers about how a part of the code works, and why
- Schema and migration guidance when you extend it
Charged separately
- New features and changes to how the application behaves
- Work on code your own team has written
- Data migration from whatever you are leaving
- Managed hosting, if you would rather not run it yourself
- Training sessions beyond the handover walkthrough
- Integrations with systems we have not seen before
How fast, honestly
Targets we can hold, rather than numbers that look good on a page.
First reply within one working day
Usually the same day, in European hours. A first reply is a human who has read the problem, not an acknowledgement that a ticket exists.
Something is down: same day
If the application will not start or a core function is broken, it goes to the front of the queue and stays there until it works.
Ordinary defects: a few days
A fix, a test and a note explaining what was wrong, delivered as a commit you can read rather than a binary you must trust.
Questions: when we have a proper answer
A question about why the schema is shaped a certain way deserves a considered reply, and we would rather take a day over it than send something vague.
How an update reaches you
You pull it, or you do not. Nothing arrives uninvited.
Your repository is yours and we have no write access to it after delivery. When something worth having is ready, you get a note describing what changed, a patch or a branch you can inspect, and any migration it needs.
Applying it is your decision and your timing. Teams that have customised heavily often take the security fixes and skip the rest, which is a perfectly reasonable way to run software you own. Nothing degrades if you decline, and no version goes out of support, because there is no version check.
When the twelve months end
One thing stops. Everything else continues.
- The application keeps running, unchanged and unrestricted
- Your data stays where it is, on infrastructure you control
- Every user you have keeps working, with no seat count to renew
- The source stays yours, including every update you already took
- New updates stop being written for you, and that is the whole of the change
- You can extend the arrangement, or hire anyone at all, including us, by the hour
Questions
Support, answered plainly
Not covered here?
Ask a consultant directly. No form to fill in first, and no follow-up sequence.
Book a consultantAll questionsIs support an extra cost?
Not for the first twelve months; it is part of the purchase price. After that it is hourly or a renewed period, whichever suits you. Many buyers take neither, because by then their own developers know the codebase.
What counts as a defect rather than a change?
If the software does not do what its description says, that is a defect and we fix it. If it does what it says and you want it to do something else, that is a change and we quote it.
Can our own developers contact you directly?
Yes, and it works better that way. Most questions after the first fortnight are engineer to engineer.
Do you support code we have modified?
We support the code we delivered. If a fault sits in the part you changed we will still look and tell you what we find, but the work to fix it is chargeable.
What if we find a security issue?
Write to hello@buyowncode.com and it takes priority over everything else, whether or not you are still inside the twelve months.
Will you help us move off our current system?
Yes, as a separate piece of work. Migration is rarely a small job and pretending otherwise helps nobody, so it is quoted honestly rather than bundled.
Start here
Talk to the people who wrote it.
No support tier to choose and no ticket portal to learn. One address, and engineers on the other end of it.
- No sign-up to open one
- One-time price, no seats
- Source code transferred on delivery