Maintenance and Support
An SLA contract, daily backups and round-the-clock monitoring for your site.
Launching a website is not the finish line. Security patches ship every month, SSL certificates expire, databases grow, and vulnerabilities get published in libraries that had been stable for years. CodeOrigins has been maintaining websites and applications since 2022, under contracts with response times written down rather than promised verbally.
Our support is proactive rather than reactive. We do not wait for your phone call: monitoring usually tells us about a problem before your customers notice anything is wrong, and often before it becomes visible at all.
What the SLA actually covers
An SLA is a document with real numbers in it, not a promise to help. Critical issues — the site is down, payments are failing — are picked up within one hour. Important but non-blocking issues are handled the same working day. Routine requests and changes take one to three working days. The plan also includes a fixed monthly allowance of hours for content and functional changes, so that every small request does not turn into a separate quote and a separate negotiation.
Backups and restore testing
A backup is only worth something if the restore has been tested. We configure automated daily backups of both database and files, stored in a separate location rather than on the same server as the site itself. Retention is typically 30 days, with daily copies for recent days and weekly copies for older periods. We periodically run restore drills into an isolated environment, so that a real incident is not the moment you discover the archives were corrupt.
Security patching and hardening
Most sites are not broken into by a targeted attacker but by automated scanners that find one unpatched library or plugin. We track security advisories for the framework and every dependency, apply updates first to a staging environment and only then to production. We configure automatic SSL renewal, admin area protection, brute-force login limits and correct file permissions. Suspicious activity triggers an alert, and we respond the same day rather than at the next scheduled review.
Monitoring and incident response
Uptime is checked every minute from several locations. Beyond availability we track page response times, server disk and memory usage, slow database queries and the application error stream. When an incident happens we follow a defined runbook: isolate the problem, apply a temporary fix to restore service, then eliminate the root cause. After every serious incident you receive a written report explaining what happened and what changed so it does not repeat.
How we work
Technical audit
We review the code, server, backups and security posture, and produce a written list of the risks we found.
Plan selection
We agree the support level — response times and monthly hours — and record it in the SLA contract.
Infrastructure setup
We enable monitoring, automated backups, log collection and the alerting channels your team will actually read.
Monthly work and reporting
We apply updates and changes, and send a report of the work done at the end of each month.
Technology
- Laravel
- Nginx
- MySQL
- Redis
- Docker
- Git
- Uptime monitoring
Selected work
Frequently Asked Questions
Can you maintain a site built by another company?
Yes, that is a large share of our support clients. We start with a three to five day technical audit, then tell you honestly what condition the code is in and whether it can be supported without remedial work first.
What happens if the site gets hacked?
We treat it as a critical SLA incident: contain the damage, restore from a clean backup, close the vulnerability that allowed entry, and rotate every credential. Afterwards you receive a written report explaining how the compromise happened.
How often do you back up?
Daily and automatically, covering both database and files, stored away from the site server itself. For busy online stores we back the database up more frequently. Restore drills are run regularly, not improvised during an actual emergency.
Does support include new features?
The plan includes a monthly hour allowance that covers content changes and small improvements. Larger functional blocks are quoted separately as small projects, but they are built by the same engineers who already know your system.
What if we do not use the monthly hours?
A portion of unused hours rolls into the following month, within the limits set in the contract. The base fee still covers monitoring, backups and readiness to respond, all of which run continuously whether or not you raise a request.
Can we cancel at any time?
Yes, with one month of notice. On exit we hand over all server credentials, backup archives and configuration documentation, so your next team can continue without a gap in coverage or a period of guesswork.
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Other services
- Website Development
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Request a quote
codeorigins.info@gmail.com | +374 94 14 90 60
Request a quote