Technical support to keep your project running reliably
We fix bugs in the software for free, monitor your project and ensure its security. Adding new features or sections is assessed separately as additional work.
- Software bugs — fixed for free
- New features — assessed as a separate order
- We only support projects built by NexPro
What is technical support?
Technical support is the ongoing work carried out after your project is launched to keep it running continuously, securely and fast: monitoring, backups, security updates and fixing bugs in the software. It's not about developing the project further — it's about keeping it in reliable condition.
What's Included in the Service
What is done for each area and how often
| Service | What Is Done | Frequency |
|---|---|---|
| 24/7 uptime monitoring | The project's availability, response time and SSL status are monitored automatically | Continuous, automatic |
| Backup | Backups of the database, files and code are stored in a separate location | Database — daily, files — weekly |
| Security Updates | Libraries and dependencies are upgraded to secure versions and vulnerabilities are patched | Regularly, as needed |
| Bug Fixes | Broken forms, pages, integrations and other software malfunctions — free of charge | On request |
| Performance Monitoring | Page load speed and key performance metrics are monitored | Regular checks |
| Domain and SSL Monitoring | The domain and SSL certificate expiration dates are monitored, with a warning before they expire | Regular monitoring |
Response Times
How quickly we respond depending on the severity of the issue
| Level | Example | First Response | Next Step |
|---|---|---|---|
| Critical | The project isn't working at all, data is being lost | Within 15 minutes | We start immediately and don't stop until the issue is resolved |
| High | An important feature isn't working (form, order, integration) | Within a few hours during business hours | The fix begins the same day |
| Medium | A minor bug, incorrect display | Within 1 business day | Scheduled and handled in order |
| Low | A question, minor advice | Within 1-2 business days | Answered within the agreed timeframe |
How Monitoring Works
An automated system regularly checks your project and immediately alerts our team if a malfunction is detected.
Uptime
Whether the project and its main pages open is checked regularly.
Response Time
Server response speed is monitored — slowdowns are detected before the load grows too high.
SSL Certificate
A warning arrives before the certificate expires.
Domain Expiration
The domain payment being forgotten and the project going offline is prevented.
Backup Policy — No Data Loss
Backups are the most important part of technical support. Our approach is based on three rules:
Regularity
The database is backed up daily and files weekly. Code changes are saved in the Git history with every change.
Separate Storage
Backups are stored in a separate location rather than on the server the project runs on — so even if the server fails, the data survives.
Recovery Testing
An untested backup is as good as no backup. Restoring from a backup is tested periodically.
Security Updates
Most attacks aren't targeted — bots scan the internet and automatically look for known vulnerabilities in older versions. That's why the most effective defense is updating on time.
- Libraries and dependencies are tested and applied as soon as security updates are released
- Passwords for accessing the server and admin panels are strengthened, and unnecessary access rights are removed
- The SSL certificate is kept up to date, and the project runs fully over HTTPS
- Protection against spam and bot attacks (form validation, request limits) is configured
What the Price Depends On
The technical support price is set individually based on your project
| Factor | Impact on Price |
|---|---|
| Project size and type | A landing page, corporate website or complex system — the more pages and features, the larger the scope of the service |
| Integrations | Payment systems, CRM, Telegram bots and other integrations — each is an additional monitoring point |
| Response level | Monitoring only during business hours or 24/7 — the service terms change depending on the required speed |
Want to know the exact price? Get in touch about your project — we'll tell you exactly what's included and how much it costs.
How the Service Works
From project handover to ongoing service — the process is transparent and step by step
Project Handed Over
Once your project is launched, standard technical support begins automatically.
Monitoring Connected
Uptime, response time and SSL monitoring are set up.
Regular Maintenance
Security updates and performance metrics are checked regularly.
Fixes on Request
If a bug arises, it's resolved with priority based on its severity.
Periodic Reporting
A brief report is provided on what was done and the project's status.
Related Services
Frequently Asked Questions
The most frequently asked questions about technical support
Technical support is a set of ongoing tasks that keep your project running, secure and fast: 24/7 uptime monitoring, backups, security updates and fixing software bugs.
Let your project be in reliable hands
We fix bugs for free and monitor your project — so you can focus on your business.