The team that built your CRM, maintaining it for the long term

Monthly retainers start from £750 for the Essential tier, £1,800 for Standard, and £3,500 for Priority. The right tier depends on response-time requirements, pace of change, and whether you operate in a regulated sector where downtime carries real cost. Retainer cost is typically 8 to 15 per cent of the original build cost per year, which is the market norm for bespoke software.

No. All support plans are rolling monthly agreements with a 30-day notice period. You can increase or decrease the tier at any month boundary, and you can cancel with 30 days notice for any reason. We commit because the ongoing relationship is valuable, not because the contract forces you to.

Essential: next business day for non-critical issues, 4 business hours for critical outages. Standard: 4 business hours for non-critical, 1 business hour for critical. Priority: 1 business hour for any issue, 24/7 on-call coverage for critical outages. All tiers include a defined escalation path if initial response does not resolve the issue.

Yes, subject to a code review engagement first. We spend 3 to 5 days reviewing the existing codebase, data model, and infrastructure, then commit to a support plan with clear-eyed knowledge of what we are taking on. If the inherited system has significant technical debt, we will tell you upfront and scope remediation separately rather than absorb the risk silently.

Wherever possible, the same engineers who built your CRM. Institutional knowledge of your data model, workflows, and integration landscape stays with the people who wrote the code. On larger accounts we allocate a named primary and secondary engineer to guarantee continuity when someone is on leave.

A change is any configuration or code adjustment that takes less than half a day of engineering time: a new field, a report adjustment, a workflow tweak, a permission change. Larger pieces of work (new screens, new integrations, new reports with complex logic) are quoted separately as enhancement projects and billed against a discounted day rate rather than consuming retainer hours.

Yes, on every tier. Dependency updates are applied monthly on Essential, bi-weekly on Standard, and weekly on Priority. Critical security patches (CVSS 9.0 and above) are applied within 24 hours on all tiers regardless of schedule. Your CRM does not accumulate a long tail of known vulnerabilities that compliance auditors flag at renewal time.

Full handover. We provide current architecture documentation, runbooks, credentials handover with proper rotation, and a paid handover period (usually 4 to 8 weeks) where your in-house team shadows ours. You leave with everything you need to take over cleanly. We would rather lose a retainer than leave you locked in by fear of the handover.