Packages we offer for Software Support Services

Every business organisation needs reliable software maintenance and support services. We can help you keep your software up-to-date, resolve big and small issues, and meet changing business demands seamlessly. At chilliapple, we combat software outages and take the edge of data loss with regular backups. Our teams are adept at maintaining software solutions post-project launch, providing support for your legacy systems, and managing software systems and products built by other vendors.

What’s
included?
Account Manager Your Account Manager is the catalyst that makes things happen. Contactable by phone, email, Basecamp and Skype, they’ll keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your platform.
Basecamp Access Basecamp is chilliapple’s project management tool of choice. It’s easy to use and provides a forum for discussion between your team and ours, either to discuss progress on a project and collate feedback or to scope out new requirements. Your Account Manager, Developer, QA Manager and Development Team Lead will have visibility of all communication on Basecamp. Each Monthly Report will be posted here.
Framework Version Updates The platform will be updated in line with the latest framework versions, up to twice a year. Any libraries used will also be updated to the latest versions, ensuring the platform is kept up to date with the latest technology, and minimising the chance of bugs appearing.
Maintain database PHP updates are an integral part of maintenance to keep any web application running smoothly and securely. They will be carried out as and when new versions become available, usually twice per annum. chilliapple will work with your hosting provider to update the version and test the site fully for any incompatibilities.
CMS Maintenance Ensuring the CMS or admin panel is updated alongside the web application is important for keeping it safe, secure and optimised.
Down Time Monitoring We will add your site to a tool that we use to monitor downtime. It will be checked every 5 minutes, and if it goes down, we will be alerted right away, allowing us to respond quickly. Please note that downtime is usually server related, but if we are aware of it then the alerts can be sent out where necessary.
Progress Calls Building relationships with clients is a pivotal part of our support, and we want you to see us as an extension of your in-house team. To facilitate a great working relationship, and to keep on track with updates, progress, and new discussions, we will schedule monthly progress calls.
Strategy Meetings With our Enhanced Support Package option, we pre-book bi-annual strategy calls. Your Account Manager will work with you to discuss the roadmap for your platform, and put together a plan of action for how to achieve this.
Customer Behaviour Tracking We’re partnered with a leading provider to monitor the user journeys of real customers. We will also be able to see heat maps for how your users are interacting with your site. This provides insight into where customers are dropping out of your sales funnel and helps us suggest improvements to maximise conversion. It’s also extremely useful for diagnosing any bugs that customers might report, as we can see exactly what they’re seeing.
UX/UI Design Audit Having a great design is vital for a great performance. If the user journey is complicated, this can affect usability, which means you will lose user retention. As part of our Enhanced support package, one of our in-house designers will provide a written audit of the current user experience and make recommendations for changes/improvements that could be made. They will then create 3-5 pages of mock-ups to show the new layouts with the suggested improvements applied.
Monthly Report Each month you’ll receive a report detailing the work that has been undertaken on your platform in the month previous. This report will be signed off by your Developer, Development Team Lead and Account Manager.
Change requests & bug fixes Within your subscription you’ll have a balance of development hours for the 12-month Term to use however you choose, including for design tweaks, and bug fixes. Any excess development hours used outside of the inclusive bank of hours will be charged additionally at the discounted hourly rate in line with your chosen package. Any unused hours will not be included in your renewal.
Monthly package cost**

Essential
Your Account Manager is the catalyst that makes things happen. Contactable by phone, email, Basecamp and Skype, they’ll keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your platform.
Basecamp is chilliapple’s project management tool of choice. It’s easy to use and provides a forum for discussion between your team and ours, either to discuss progress on a project and collate feedback or to scope out new requirements. Your Account Manager, Developer, QA Manager and Development Team Lead will have visibility of all communication on Basecamp. Each Monthly Report will be posted here.
The platform will be updated in line with the latest framework versions, up to twice a year. Any libraries used will also be updated to the latest versions, ensuring the platform is kept up to date with the latest technology, and minimising the chance of bugs appearing.
PHP updates are an integral part of maintenance to keep any web application running smoothly and securely. They will be carried out as and when new versions become available, usually twice per annum. chilliapple will work with your hosting provider to update the version and test the site fully for any incompatibilities.
Ensuring the CMS or admin panel is updated alongside the web application is important for keeping it safe, secure and optimised.
We will add your site to a tool that we use to monitor downtime. It will be checked every 5 minutes, and if it goes down, we will be alerted right away, allowing us to respond quickly. Please note that downtime is usually server related, but if we are aware of it then the alerts can be sent out where necessary.
Building relationships with clients is a pivotal part of our support, and we want you to see us as an extension of your in-house team. To facilitate a great working relationship, and to keep on track with updates, progress, and new discussions, we will schedule monthly progress calls.
With our Enhanced Software Support Package and maintenance plans option, we pre-book bi-annual strategy calls. Your Account Manager will work with you to discuss the roadmap for your platform, and put together a plan of action for how to achieve this.
We’re partnered with a leading provider to monitor the user journeys of real customers. We will also be able to see heat maps for how your users are interacting with your site. This provides insight into where customers are dropping out of your sales funnel and helps us suggest improvements to maximise conversion. It’s also extremely useful for diagnosing any bugs that customers might report, as we can see exactly what they’re seeing.
Having a great design is vital for a great performance. If the user journey is complicated, this can affect usability, which means you will lose user retention. As part of our Enhanced support package, one of our in-house designers will provide a written audit of the current user experience and make recommendations for changes/improvements that could be made. They will then create 3-5 pages of mock-ups to show the new layouts with the suggested improvements applied.
Each month you’ll receive a report detailing the work that has been undertaken on your platform in the month previous. This report will be signed off by your Developer, Development Team Lead and Account Manager.
48 hrs/year Within your subscription you’ll have a balance of development hours for the 12-month Term to use however you choose, including for design tweaks, and bug fixes. Any excess development hours used outside of the inclusive bank of hours will be charged additionally at the discounted hourly rate in line with your chosen package. Any unused hours will not be included in your renewal.

Enhanced
Your Account Manager is the catalyst that makes things happen. Contactable by phone, email, Basecamp and Skype, they’ll keep work on schedule and liaise with you over feedback, suggestions, and new requirements for your platform.
Basecamp is chilliapple’s project management tool of choice. It’s easy to use and provides a forum for discussion between your team and ours, either to discuss progress on a project and collate feedback or to scope out new requirements. Your Account Manager, Developer, QA Manager and Development Team Lead will have visibility of all communication on Basecamp. Each Monthly Report will be posted here.
The platform will be updated in line with the latest framework versions, up to twice a year. Any libraries used will also be updated to the latest versions, ensuring the platform is kept up to date with the latest technology, and minimising the chance of bugs appearing.
PHP updates are an integral part of maintenance to keep any web application running smoothly and securely. They will be carried out as and when new versions become available, usually twice per annum. chilliapple will work with your hosting provider to update the version and test the site fully for any incompatibilities.
Ensuring the CMS or admin panel is updated alongside the web application is important for keeping it safe, secure and optimised.
We will add your site to a tool that we use to monitor downtime. It will be checked every 5 minutes, and if it goes down, we will be alerted right away, allowing us to respond quickly. Please note that downtime is usually server related, but if we are aware of it then the alerts can be sent out where necessary.
Building relationships with clients is a pivotal part of our support, and we want you to see us as an extension of your in-house team. To facilitate a great working relationship, and to keep on track with updates, progress, and new discussions, we will schedule monthly progress calls.
With our Enhanced Support Package option, we pre-book bi-annual strategy calls. Your Account Manager will work with you to discuss the roadmap for your platform, and put together a plan of action for how to achieve this.
We’re partnered with a leading provider to monitor the user journeys of real customers. We will also be able to see heat maps for how your users are interacting with your site. This provides insight into where customers are dropping out of your sales funnel and helps us suggest improvements to maximise conversion. It’s also extremely useful for diagnosing any bugs that customers might report, as we can see exactly what they’re seeing.
Having a great design is vital for a great performance. If the user journey is complicated, this can affect usability, which means you will lose user retention. As part of our Enhanced support package, one of our in-house designers will provide a written audit of the current user experience and make recommendations for changes/improvements that could be made. They will then create 3-5 pages of mock-ups to show the new layouts with the suggested improvements applied.
Each month you’ll receive a report detailing the work that has been undertaken on your platform in the month previous. This report will be signed off by your Developer, Development Team Lead and Account Manager.
144 hrs/year Within your subscription you’ll have a balance of development hours for the 12-month Term to use however you choose, including for design tweaks, and bug fixes. Any excess development hours used outside of the inclusive bank of hours will be charged additionally at the discounted hourly rate in line with your chosen package. Any unused hours will not be included in your renewal.

**subject to working hours Monday-Friday, and National/Bank Holidays. Please refer to Terms & Conditions
**all rates subject to VAT for UK businesses

Our Support and Software Maintenance Services

Upgrades & patches

We’ll analyse your software for necessary updates, security patches, and install them quickly into your application code. This includes everything like checking for compatibility, necessary code optimization, and ensuring flawless performance.

Troubleshooting & root cause analysis

We conduct deep software audits to identify potential issues, glitches, and vulnerabilities in the application code. Our focus is to fix issues and eliminate them completely to prevent all forms of recurrence.

Integration support

Our support team can help you plan, design, integrate, and launch new functional features into your existing software applications. We also offer API integration for the smooth communication & performance of your legacy solutions.

Help and advice

Just tell us your problems, and our team will plan and implement appropriate solutions to resolve them. As a software support services UK agency, we keep you tuned with the latest technologies and industry best practices.

Contingency plans

Our software support and software maintenance services empower you with basic and advanced plans. These plans cover troubleshooting, bug fixes, backups, and on-demand resolutions. We help you address all software issues.

L1, L2, and L3 support

We offer Level1, Level2, and Level3 technical support with a vast team of software developers. Our team can help you with quick resolutions, in-depth technical support for intermediate problems, and expert product and service support for crisis issues.

What our clients say

Chilliapple have been providing their Gold support package for just over six months and we have found them to be excellent in all respects. Chilliapple have updated our Magento site to the latest version, resolved our outstanding bugs, found a cheaper hosting solution and installed a new payments system. They are easy and transparent to deal with and any additional costs are outlined before they start any work. Highly recommended.

Mark Burley

Their communication skills and ability to complete the project within budget and timescale were impressive.

After the launch of the website, the client received feedback from customers concerning a better UX, and Chilliapple Ltd. was able to update easier than before. They communicated through Campfire and had weekly updates through Zoom meetings. Overall, the team provided a good value for the budget.

Luisa Coates Thermapen

Good Knowledge of Magento: Chilliapple was recommended to us for their Magento knowledge which has proved to be excellent. We worked with Bowo and Vipin to migrate and upgrade our existing Magento shops to a new UK Fast server with additional features and plug ins installed resulting in a faster admin than we previously had. I would recommend Chilliapple for Magento especially multiple shops.

Steve Long Merlin Workwear

Having gone through the process of having new Magento sites brought online a couple of times now, I have to say that Dean and the team at Chilliapple have made our latest project as smooth as can be possible.

From my experience, I can’t imagine that any new website is a trouble-free project. However, Chilliapple have worked tirelessly to ensure that obstacles and hurdles have been dealt with as quickly and efficiently as possible. Would I recommend? I already have… Twice!

Richard Smith Niton999

Great work with the team at Chilliapple. They undertook our website maintenance from a previous developer and they have managed to accommodate many of our initial needs, including an upgrade to Magento 2.4.

Since then, we have overcome many more requests to improve website and shopping functionality and while I personally will not be overseeing their work anymore, I trust though that Versapak are in safe hands and that they can meet any new challenge that may arise.

Jeremy Graham Versapak

Our Magento multistore was up and running on time and working as expected.

Sandra Simion our contact, gave us excellent customer support throughout the set-up process, she was immensely helpful and understanding. Sandra helped us purchase the correct modules and explained how they worked, Vipin sent us video demonstrations and advice too. [+]

Amanda YJ Europe Ltd

I've worked with many web agencies in the past and ChilliApple certainly shine above the rest. Our account manager Bowo has been extremely attentive and pro-active, without whom we would not have been able to deploy our Magento 2 migration by the end of 2020.

We're very pleased at the hard work and patience that Bowo and the development team have put into this project, especially as we were working long hours towards the end. I look forward to continued work with ChilliApple in 2021!

Laura Lam Phoenix Medical

Our website is built in Prestashop, and finding credible developers to maintain and progress the site was very difficult once we had made the decision to move on from our current developer.

Chilli Apple initially upgraded and re-themed our site to a very high standard with excellent communication throughout. We went live with the update (which was quite a major undertaking as it had not been done for some time and a lot had changed) right at the beginning of the COVID fiasco. [+]

Kieron Miller Skirting4u

We have found the dedicated development service an excellent way to quickly expand our team and give complete flexibility.

Priya has been a great asset to the team and provided valuable knowledge and ability to resolve our development requirements.

Garth Hoggins UBT (EU) Ltd

Chilliapple has been the perfect fit for us. We needed a web development firm that we could trust to deliver on time and on cost. Chilliapple has provided that..

We're incredibly pleased with the quality of work that chilliapple have produced and how receptive they've been to new design iterations. A great company to work alongside with upfront and transparent pricing and delivery. [+]

Alex Nowak WorkOutDepot

We received a great customer service from ChilliApple. The team is very friendly and helpful. Highly recommended! Thanks to Nick, Seb, Vipin, Spencer and all the team!

Cedric Cleaningspot

chilliapple limited

4.7

Frequently Asked Questions

How much does software maintenance cost?

Under bespoke software support plans, we can provide you with guilt-free quotes. Usually, the software support and maintenance services cost between 10% and 25% of the original cost of building the application. However, this value varies and depends upon the nature of the services you seek, the complexity of the software product, and more.

What is the response time for support requests?

We offer quick responses and timely solutions and strictly adhere to Service Level Agreements (SLAs). The exact response time depends upon the nature and severity of the issues. For critical issues, we take urgent action to help you ensure business continuity efficiently.

What are the advantages of software application support and maintenance services?

As a software maintenance company, we provide quick issue resolution, proactive maintenance, and guaranteed regular reporting. We can help you leverage the following benefits:

Optimise your software and add updates for high UX
Build strategies to proactively manage outages
Minimising the chances of unforeseen issues
Delivering maintenance project needs on your budget
Adding security patches for maximum protection against threats and vulnerabilities

How do you keep me informed about updates and improvements done to my software?

We keep you informed regularly and follow a schedule that you are comfortable with. We follow best practices like release notes and code documentation to keep a smooth track of changes made to enhance the code.

We are also more than happy to cater to on-demand calls for quickly solving concerns, analysing and addressing issues, and implementing planned changes into the code.

Our focus is to deliver software support and maintenance services that keeps you happy and relaxed, so you can focus on the core business operations.

Do you offer adaptive maintenance?

Yes, we offer comprehensive software maintenance services. We can change the code, reconfigure systems, and update it to ensure you are relevant to the emerging technologies. As a software support company, we understand each project is unique and can help you build relevant strategies for outstanding solutions.

Software Maintenance and Support Services