Support
Every engagement includes support. The level is your choice.
Software that ships is software that needs looking after. Every Nujtech build engagement includes 90 days of post-launch support as standard. Beyond that you choose the coverage your system actually needs - with response targets written down rather than implied.
Support tiers
| Tier | Coverage | P1 response | Commercials |
|---|---|---|---|
| Standard | Mon-Fri, 09:30-18:30 IST | Next business day | Included with every build engagement, 90 days post-launch |
| Extended | Mon-Fri, 06:00-24:00 IST | 4 hours | Optional monthly retainer |
| Managed SRE | 24×7×365, on-call rota | 15 min acknowledge, 1 hour engineer engaged | Monthly retainer, 12-month minimum |
Managed SRE is also a practice of its own: the monitoring, on-call rota, runbooks and reliability work behind those targets. See SRE & Managed Operations
What counts as what
- P1 - Critical.
- Production is down or data is at risk, and no workaround exists.
- P2 - Major.
- A core function is unavailable or degraded. A workaround exists but is not sustainable.
- P3 - Minor.
- A non-critical issue, a question, or a change request.
Severity is agreed on the first contact. If we disagree with your assessment, yours stands until we have both looked at it.
How escalation works
- You raise it - by email, in a shared Slack channel, or through the support portal.
- The on-call engineer acknowledges within the response target for your tier and severity.
- If it is not resolved within the tier's escalation window, it goes to the engineering lead who built your system - not to a queue.
- Every P1 gets a written note within five working days: what happened, what we did, and what changes so it does not happen again.
Where the team sits
Our engineers are in Pune, India (UTC+05:30). Standard hours (09:30-18:30 IST) cover the overnight and early-morning hours in the US and the European morning. The Extended tier (06:00-24:00 IST) covers the full European working day and the US East Coast from the previous evening to early afternoon. 24×7 Managed SRE covers the rest. If your users are on the US West Coast, tell us: Extended covers their morning only, and Managed SRE is the tier that covers their afternoon.
A named person, not a queue
Every support client works with a named technical account manager who knows your system, joins your reviews, and owns the relationship end to end. You are not re-explaining your architecture to a different person on every ticket.
What support does not cover
New feature development, changes to agreed scope, outages inside third-party services we do not operate, and infrastructure you administer yourself. These are quoted separately rather than absorbed quietly and billed later.