Ongoing support and development for websites and applications
Ad hoc support
Many companies find that service quality drops after a software project goes live. Emails go unanswered, chat messages sit unread, phone calls get ignored. Small support tasks that should take hours stretch into days or weeks.
The developer who built your system has usually moved on to the next big project. Your maintenance requests get pushed to the bottom of the priority list, treated as interruptions rather than real work.
At 1902 Software, we treat ad hoc support as a dedicated service, not an afterthought. While we take on large development projects that we build from scratch, we’re equally committed to maintaining your system’s day-to-day operations—regardless of whether we originally developed it, or another company did.
Our support setup
We offer ad hoc support to old and new clients alike. We often continue maintaining systems we originally developed, but we also regularly take over WordPress monthly maintenance, Magento maintenance and support, and Umbraco CMS maintenance from other developers.
Post-project support
After your project goes live, the same project manager and development team who built your system continue handling ad hoc support and maintenance. They already know your codebase, business logic, and technical decisions inside and out—no knowledge transfer needed, no ramp-up time wasted.
This setup lets you create new features and improve your website, webshop, or app without hiring a new team and spending time and money training them on your system.
Taking over maintenance of existing systems
Before entering into any support arrangement with us, we conduct a thorough review of your system. This review typically takes two days from when we receive access to when we present our findings. We examine:
Code quality
How the system was built, what coding standards were followed, whether the codebase is maintainable
System structure
Whether changes were made to the core CMS or base system, how customizations are organized, what dependencies exist
Performance
Loading speed, database efficiency, server response times, optimization opportunities
Third-party modules
Which plugins or extensions are installed, whether they're all necessary, whether they're updated and secure
Technical SEO
On-page SEO configuration, crawlability, indexation issues, structured data implementation
Server setup
Hosting configuration, security measures, backup systems, deployment processes
How we work together
Your project manager
You'll be assigned a dedicated project manager who understands your platform and familiarizes themselves with your setup before we begin working for you. In addition to solving technical tasks, we share our knowledge and experience with you. You'll often speak directly with your technical project manager through Microsoft Teams when reviewing and estimating tasks.
Task submission and tracking
We use a project management system where you enter tasks and where all communication takes place. This provides full documentation of what's been agreed upon. You can follow task progress through the system's scrum board.
Estimates before work begins
Before any task starts, you receive a detailed estimate showing what the various tasks are expected to cost. You can collaborate with your project manager to adjust the task list before work begins.
Response time
We usually respond within 30-90 minutes during normal business hours, which are 08:00-19:00 Philippine Time (GMT+8). Small maintenance tasks and bug fixes typically get completed within 24 hours for clients. Major feature additions take longer, but routine support moves quickly.
What we maintain and the tasks we handle
Platform-specific work:
WordPress
Theme customization, plugin updates, security patches, performance optimization, content migration, database cleanup
Magento
Checkout modifications, payment gateway integration, inventory sync, extension updates, overall website maintenance
Umbraco
Content type changes, workflow adjustments, template modifications, API integrations, version upgrades
Custom systems
We also maintain custom PHP applications, .NET systems, and hybrid architectures that combine multiple platforms. If your system runs on web technologies, we likely have experience maintaining similar setups.
Types of tasks we handle:
We solve many different tasks through our support arrangements—including development and customization of websites and webshops, UI/UX optimization, programming of plugins and modules, speed optimization, integration development, backend development, update installation and configuration of third-party plugins and modules, technical SEO, setup and configuration of servers, and configuration of various Google tools such as Google Tag Manager.
We’re also happy to take over and continue development of mobile apps—both the app itself as well as the underlying backend system.
Support outside working hours
Your project manager is available Monday through Friday, 08:00-19:00 Philippine time (GMT+8).
However, there are cases when you need urgent help outside our working hours. We support after-hours requests if the issue affects business operations—a checkout that stops working, a non-responsive server, database failures that halt operations. Between 19:00 and 23:00 Philippine time, existing customers can contact us through our support email. Between 23:00 and 06:00, we do not provide support unless we have a specific agreement to this effect (for example, during website or webshop launches).
When requesting support outside working hours:
- Send an email to [email protected] — This is the only email monitored outside working hours. Don’t email your project manager or other 1902 Software contacts directly.
- Always include your mobile phone number so we can reach you.
- We forward your email to either your project manager or, if they’re unavailable, another project manager who can resolve the issue.
Non-critical tasks submitted after hours are resolved first-come, first-served on the working day following the support request.
One-time fixes vs. ongoing partnerships
Need a one-time urgent fix?
If you need a quick fix for an isolated issue—a broken checkout, a fatal error, or a site that’s down—our on-demand support is built for that. No contracts required, and no further commitment after the job is completed.
Our support service is structured differently. It’s designed for businesses that need continuous maintenance and regular access to developers who become familiar with their platform over time. Rather than submitting individual requests for one-off fixes, you work with a dedicated team on an ongoing basis.
Not sure which fits your situation? Contact us and we’ll help determine the right fit.
Why businesses choose 1902 Software for ongoing website maintenance
Decades of building and maintaining systems
We've supported websites, ecommerce platforms, and custom applications long enough to witness CMS evolutions, platform migrations, and architectural decisions play out across decades of production use.
Active maintenance relationships globally
Our support team currently maintains systems for clients across Europe, Australia, New Zealand, and beyond. We're not describing what we used to do—we're doing this work today, this week, for businesses counting on uptime and functionality.
Internal team
Every developer, project manager, and QA specialist handling your maintenance works directly for 1902 Software. You get consistent quality, institutional memory, and accountability without coordination across multiple vendors.
AI-accelerated development and testing
We use AI tools to speed up repetitive maintenance tasks—generating test cases, catching potential bugs before deployment, analyzing performance bottlenecks. This means faster turnaround without sacrificing quality or introducing technical debt.
Let's discuss your maintenance needs
Whether you need ongoing maintenance for a WordPress site, support for a Magento ecommerce platform, updates for an Umbraco application, or reliable maintenance for custom software, mobile app, and web applications—let’s talk about how we can provide consistent, knowledgeable support.
Already working with another developer but experiencing slow response times, inconsistent quality, or communication gaps? We handle system takeovers regularly and can evaluate your setup within days of access.
Book a consultation to explore how AI and 1902 Software can transform your next ecommerce project — faster, smarter, and more cost-efficiently.