Ongoing Support
Keep your modernised system current, secure and useful.
Modernisation should not end when a new system goes live. Without ongoing technical ownership, maintenance and development, even a newly built platform can gradually become another legacy system.
Hollinford stays involved after implementation — maintaining the platform, managing technical risk and providing ongoing development capacity so the system can evolve as your business changes.
Why ongoing support matters
Business requirements, technology, security risks and user expectations continue to change after implementation. A system that is not actively maintained and improved gradually becomes harder and more expensive to change.
Technology does not stand still
Dependencies, frameworks, infrastructure and security requirements continue to change. Regular maintenance helps prevent technical debt from rebuilding.
Business requirements keep changing
New workflows, reporting requirements, integrations and operational needs emerge over time. The platform needs to be able to evolve with them.
Continuity reduces the cost of change
The team that already understands the architecture, infrastructure and business logic can assess and deliver changes faster without repeatedly rediscovering how the system works.
What ongoing support can include.
The exact service depends on the application and the level of development capacity required, but the model can combine technical support, platform maintenance and continuous development.
Support That Prevents the Next Legacy System.
A common reason systems become legacy is not simply their age. It is the accumulation of delayed updates, workarounds, unsupported dependencies and business requirements that the system can no longer accommodate.
Our ongoing model is designed to address these issues continuously rather than waiting for another major replacement programme several years later.
- Technology and dependencies stay current
- Security issues are addressed proactively
- Small business requirements do not accumulate into large workarounds
- New functionality can be added as the organisation evolves
The objective is to keep the platform aligned with the business throughout its lifecycle.
How support works in practice
A clear, repeatable rhythm — from transition into support through to continuous delivery of improvements.
01 — Transition into ongoing support
At the end of implementation, we establish the operational environment, access, monitoring, documentation and working process for ongoing support and development. If Hollinford is taking over a system built by another provider, an initial technical review may be required before ongoing support begins.
02 — Prioritise ongoing requirements
The client identifies issues, improvements or new functionality required. Requests can include bug fixes, workflow changes, reporting improvements, configuration changes or new features.
03 — Assess development credits
Before development begins, Hollinford reviews each requested change and confirms the number of credits required. This gives the client visibility over how monthly development capacity will be used before work is started.
04 — Deliver and continuously improve
Agreed work is prioritised against the available monthly capacity and delivered incrementally. The system therefore continues to evolve without requiring a new procurement or commercial process for every individual improvement.
Ongoing Support & Development.
Choose the level of monthly development capacity that reflects how actively your platform needs to evolve.
Each package combines access to ongoing technical support with a defined allocation of development credits for changes and improvements.
Starter
Up to 20 credits per month
For organisations requiring ongoing technical support, maintenance and regular smaller improvements.
Discuss StarterGrowth
Up to 40 credits per month
For organisations with an active improvement roadmap and regular workflow, reporting and feature requirements.
Discuss GrowthPremium
Up to 60 credits per month
For organisations requiring substantial continuous development capacity and frequent feature delivery.
Discuss PremiumDedicated
Bespoke capacity / dedicated team
For organisations requiring consistently high development capacity or a dedicated Hollinford delivery team.
Discuss a Dedicated TeamHow Development Credits Work.
Credits provide a straightforward way to manage ongoing development without creating a separate quotation and contract for every individual change.
Before work begins, Hollinford assesses each requested change and confirms its credit value. This means clients know how much monthly capacity a request will consume before development starts.
Small Change
1 credit
Minor form adjustment, field change, notification update or small bug fix.
Medium Change
2 credits
Workflow adjustment, reporting change or enhancement to existing functionality.
Feature Implementation
6 credits
Development of a new feature requiring analysis, engineering, testing and technical oversight.
Large Module
Scoped separately
A significant new area of functionality or major extension of the platform.
A 20-credit monthly package could, for example, be used for two new features together with several smaller changes, or for a larger number of incremental improvements.
If required development exceeds the available monthly capacity, remaining work can be prioritised for the following month, additional capacity can be requested, or a significant new module can be scoped separately.
Pay for the Capacity You Use
The selected package defines the maximum development capacity available during the month, but clients do not need to pay for capacity they do not use.
If fewer credits are consumed during a billing period, unused capacity is recalculated and reflected in the monthly charge.
This gives clients access to an ongoing Hollinford delivery capability while allowing development expenditure to adjust to actual demand.
No lock-in.
Good support should make it easy to stay because the service delivers. That principle shapes how we structure every contract.
Your code, data, and infrastructure stay yours
We don't hold operational knowledge, access, or documentation hostage. Everything we work on remains your property at all times.
Rolling contracts, not multi-year commitments
Support is monthly or quarterly with a notice period. You don't need to sign a long lock-in to keep the system safe.
Bring it in-house when you're ready
If you want to take maintenance internal later, we provide documentation, knowledge transfer, and a structured handover.
Smooth move to another provider
If you choose a different partner down the line, we cooperate fully with the transition. Good support should make it easy to stay because it works.
Frequently asked questions
Honest answers about how ongoing support works and what's covered.
Do I have to use Hollinford for support if you did the modernisation?
What if we need new features, not only maintenance?
Can you support a system you didn't build?
What's included in continuous improvement?
Do you offer 24/7 support?
How do we report an issue?
Keep your modernised system supported
Book a free call to discuss your application, support needs, and the right level of ongoing cover for your team.