Support
Business-hours and priority support plans for live products.
Overview
Support plans for live websites, applications, and SaaS products — helping end-users, triaging issues, and coordinating fixes with maintenance and engineering.
The challenge
Live products generate support demand. Without a proper channel and process, questions clog founders' inboxes, small issues become outages, and users churn quietly.
How Novalify solves it
We stand up support channels, triage and respond within SLA, escalate real issues into engineering, and report back on trends so product decisions get better.
Value that compounds.
Business value, ROI, efficiency, automation, scalability, risk reduction, and long-term growth.
SLAs on first response and resolution.
Team handles the queue, founders focus on the business.
Real bugs go to engineering, not lost in email.
Ticket categories inform roadmap.
Support playbook aligned to brand.
PII, retention, and audit built in.
Built for teams like these.
- SaaS products
- E-commerce operations
- Membership sites
- Corporate portals
- Marketplace platforms
What you get.
How we work.
A predictable rhythm from first conversation to long-term support.
- Step 1Discovery
- Step 2Analysis
- Step 3Planning
- Step 4Proposal
- Step 5Implementation
- Step 6Testing
- Step 7Launch
- Step 8Support
Typical engagement.
Channels, playbook, knowledge base, SLAs.
Response, triage, and weekly reporting.
Tools and stack.
Common questions.
Do you respond in our name?+
Yes — we operate as your team with your brand voice.
What languages do you support?+
English by default, additional languages available.
Do you handle 24/7?+
Standard is business-hours. 24/7 is available for priority tiers.
How is this different from Ongoing Maintenance?+
Support helps users. Maintenance keeps the systems healthy. Most clients need both.
Continue exploring.
Monthly maintenance retainers with SLAs and reports. Starting from €350.
Updates, security, backups, and reliability for live systems. Starting from €350.
Run digital operations as an extension of your team. Starting from €750.
Ongoing product engineering, roadmap, and delivery partner. Starting from €1,500.
Ready to move forward?
Request a proposal with scope and pricing, or book a 30-minute consultation to talk through your situation.