KTree

ServicesSupport

We keep the systems you rely on running: support, monitoring, upgrades and small changes.

Maintenance, upgrades and urgent fixes for ERP, web, mobile and cloud systems, including ones we did not build. A Maldives airline has run on our software for fifteen years and a US parts manufacturer has worked with us for sixteen. Both are still clients today.

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What you get

What we hand over

  1. 01

    A support team that knows your system

    Engineers who learn your system and stay with it. Problems and requests come in as tickets, each with a priority, and are tracked until they are closed. The plan is written as an SLA (service level agreement): what is covered, in which hours, and how quickly each priority is answered.

  2. 02

    Monitoring, backups and server care

    We watch the servers and the application with monitoring and logs, so a problem is found before it becomes serious. Our Linux administrators look after the servers: security updates, performance, backups and disaster recovery, the plan for bringing the system back after a failure. On AWS we also review what you spend and what you no longer need.

  3. 03

    Upgrades and migrations

    New versions of the platform your system runs on, and moves to new hosting. We have taken a portal through three Liferay versions, moved an online shop from Magento 1 to Magento 2 and moved applications from a client data centre to AWS. Maintenance and version upgrades are also part of our Odoo service.

  4. 04

    Small changes, or a dedicated team

    New reports, new fields, a changed workflow, a new integration. Small work is handled under the support plan. When the list keeps growing, a dedicated team of our engineers works as part of yours at a monthly rate.

How it works

Take over, steady the system, then improve it

Support works when the team knows the system and you know what to expect from the team. We begin by learning what you run, then put the routine in place.

  1. 1For a system we did not build, we start with an audit of the code, the data and the hosting, and tell you what is sound and what is at risk.
  2. 2We set up or check the basics: monitoring and alerts, backups, access, and a release pipeline (CI/CD) that tests and deploys each change the same way every time.
  3. 3Day to day, requests are handled as tickets by priority. You have a named lead, a fixed weekly call in your working hours and written updates in between.
  4. 4Upgrades are planned, not rushed. Before a version change we list the custom code and the add-ons, move and test them, and only then switch over.

Your options

Your options, compared honestly

  • Alternative

    The original developer or a freelancer

    Knows the system and costs little while available. The risk is continuity: when one person holds all the knowledge, your support depends on that person staying free and reachable.

  • Alternative

    Hiring your own engineer

    Full attention and close to the business, and right when the system changes every day. One person can rarely cover the application, the database, the servers and security, or holidays and illness.

  • Alternative

    Support from the hosting or software vendor

    Good for the server or the standard product, and often included in what you already pay. It usually stops at your custom code and your integrations, which is where most problems appear.

  • With KTree

    A support plan with KTree

    One team covers the application, the database and the servers, for systems we built and ones we took over. Two of our clients have stayed for fifteen and sixteen years. The code, the data and the hosting accounts remain yours.

Problems we have already solved

Not praise. The problem, what we built, and what changed.

All case studies →

Technology

What we build it with

Ways to work with us

A project, a team, or support for what you already run

Project

We build it end to end

A defined scope, delivered in releases you can test. We own delivery from discovery to go-live.

Best for a new system or a rebuild

Dedicated team

Our engineers, your roadmap

Odoo, React, Node, React Native, AWS and PHP engineers who work as part of your team, month by month.

Best for a product that keeps growing

Support

Keep it running

Maintenance, upgrades and urgent fixes for ERP, web and cloud systems, including ones we did not build.

Best for a system already live

Industries

Where we have done this

Related reading

From our engineers

Before you ask

Questions about Support and maintenance

Short, straight answers. Anything else, ask in the form below and an engineer will reply.

Can you support a system another vendor built?

Yes. We start with an audit of the code, the data and the hosting, tell you what is sound and what is at risk, and then take on support or the next phase.

What hours do you cover, and how fast do you respond?

That is agreed in your support plan and written into the SLA: the hours covered and the response time for each priority. Most of our clients are outside India, so we are used to working across time zones.

What does a support plan include?

Fixes for faults, monitoring, backups, security updates and an agreed amount of small changes. Larger pieces of work, such as a version upgrade or a new module, are estimated separately and written down before they start.

How is support priced?

As a support plan for a system already live, or as a monthly rate for a dedicated team when the system keeps growing. Every estimate is written down with what is included.

Who holds the code and the hosting accounts while you support us?

You do. The source code, the data and the hosting accounts are yours. We work in your accounts with the access you give us, and you can withdraw it at any time.

Request a quote

Tell us what you are building.

A senior engineer replies within one working day.

  1. 1An engineer reads it. Not a sales desk.
  2. 2A short call. To understand the scope and what you run today.
  3. 3A written estimate. Scope, team and timeline on paper.
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