Standard
Included for 90 days post-handover
- Next business day response
- Defect fixes against the agreed scope
- Email support
- Security patches for known advisories
§ 06 — Support
Still hereafter launch.
Most of what we build stays in production for years. Support is a defined service with response times in writing, not a favour extended when there is time.
- 09:00–18:00 UK, Monday to Friday
- Portal ticket or email; critical issues by phone
- Named delivery manager on every retained account
Fig. 02 — Service levels
What response actually means
Response time is time to a human assessing the issue, not time to an automated acknowledgement. Resolution targets depend on severity and are agreed per engagement.
Priority
Monthly retainer
- Four-hour response in business hours
- Dependency and security updates applied
- Monitoring with alerting
- A pool of change hours each month
- Quarterly review of the system
Dedicated
Monthly retainer, scoped per account
- One-hour response for critical incidents
- Out-of-hours cover by arrangement
- Named lead engineer and delivery manager
- Roadmap and capacity planned with you
- Incident post-mortems in writing
§ 07 — Common questions
Before you ask
How do I raise an issue?
Sign in to the portal and raise it against the relevant project, or email info@novaridgellc.online. Either route reaches the same queue. For a critical production incident on a Tier 03 account, call the number given in your engagement document.
What counts as critical?
A system is unavailable to its users, data is at risk, or a business-critical process cannot run and has no workaround. Severity is assessed on the impact to your operation, not on how the fault looks technically.
Do you support systems you did not build?
Sometimes. It depends on the state of the code, the stack, and whether we can get a safe deployment path in place. We start with a paid technical review before committing to any support terms, so both sides know what is being taken on.
What happens to support if we stop the retainer?
You keep the source, the documentation and the infrastructure, because those were handed over at the end of the build. We give thirty days’ notice either way, and will brief an incoming team at our standard hourly rate.
Who actually does the work?
The engineers who built the system, wherever possible. Where a specialism is needed that the core team does not cover, we bring in someone from the contractor bench under the same confidentiality terms.
Are support hours billed separately from changes?
Yes. Fixing something that does not work as specified is support and is covered. Building something new, or changing agreed behaviour, is a change and comes out of the monthly change pool or is quoted separately.
Raise it in the portal → — tracked against your project, with the history attached.
Nova Ridge LLC
127 N Higgins Ave, Ste 307D #2751
Missoula, MT 59802-4486