System Operations &
Maintenance

The first consultation is free. Every system we build includes 30 days of support after launch. After that, a monthly retainer covers about 40 to 200 engineering hours, sized to how many systems we run and how often they change, and is quoted at a fixed monthly fee. One-off work, such as a single upgrade or fix, is quoted at a fixed price per task.

Monitoring and alerts, incident response within the agreed hours, the four kinds of maintenance (fixing faults, adapting to changes around the system, improving it and preventing the next fault) and a monthly review with a written report. Larger new features are scoped and quoted separately.

Coverage hours and response times are agreed in writing before a retainer starts, per system and per severity. We work on Vietnam time (UTC+7), which covers the APAC working day, the morning in the UK and Europe, and the start or end of the day in the US. Cover outside those hours is agreed explicitly, never assumed.

Yes, after an onboarding review. With read-only access we read the code and the infrastructure, map dependencies and renewal dates, and list the risks; then we add the monitoring and runbooks the system needs before we take on its incidents. If rebuilding would cost less than keeping it alive, we say so.

We trace every call (latency, tokens, cost and tool errors), score a fixed evaluation set every night, keep a fallback model ready and put every prompt or model change through an eval gate in CI. Model retirement dates are tracked, so upgrades happen ahead of the provider’s deadline, not on it.

Yes. We watch success, block and fill rates per source, update selectors when a site changes and collect the pages missed during the break again. Upkeep depends on how many sources there are and how often they change, so we quote it after reviewing them.

Yes, as part of operating the systems around them: uptime and error checks, SSL certificate and domain renewals, DNS, hosting, backups with tested restores, and framework or CMS updates. The accounts stay in your name.

You do. Systems run in your cloud and your repositories, accounts stay in your name, and we work through access you grant and can revoke. We start with read-only access, ask for change rights only where the work needs them, and sign NDAs and data processing agreements before access is granted.

Yes. Under our standard terms either side can end an engagement on 30 days of written notice. Runbooks, dashboards, alerts and documentation already live in your accounts and repository, so taking operations back is a handover call, not a migration.

In English, in writing and on calls, on Vietnam time (UTC+7), which covers the APAC working day, the morning in the UK and Europe, and the start or end of the day in the US. The founder who scopes the work also builds the fixes and upgrades, so there is no account manager between your team and the engineer, and progress is visible in your own repository and tools.