Technical Support
Reliable technical support from the same engineers who build our software — ticket-based, scheduled, or 24/7 coverage for teams that need expert help without hiring in-house.
What it solves
Technical support from generic help desks means script-reading and escalation queues. Hiring in-house means salary, overhead, and bench time. You want engineers who understand your stack and can jump in fast when something breaks — without the cost of a full-time hire.
Who it is for
Small and medium businesses, agencies with client hosting, startups between founder-led ops and a full team, and any business running critical web infrastructure that needs a reliable second pair of hands.
What's included
Everything you get.
10 capabilities and deliverables.
- Ticket-based support with defined response-time SLAs per tier
- Scheduled support windows for planned work (deployments, migrations, upgrades)
- On-call / 24/7 coverage for critical production systems
- Deep knowledge of Linux server administration, web stacks, and database operations
- Application support for WordPress, Laravel, Node.js, Next.js, and custom stacks
- Infrastructure troubleshooting: DNS, SSL, networking, backups, and security incidents
- Dedicated support for INI Software products (Transfer, Monitor, Stats, Mailer, DWPress, AI Assistant)
- Post-incident analysis and documentation delivered as runbooks
- Monthly retainer or pay-as-you-go options
- Direct Slack, Discord, or email channel with your account engineer
Questions
Common questions.
What response times can I expect?
Depends on the tier — 4-hour, 1-hour, or 15-minute response. The 24/7 tier includes phone/pager escalation for critical production incidents.
Do you support software we did not build?
Yes, for common web stacks and infrastructure. We assess fit during discovery — if we are not the right team for your specific stack, we will tell you honestly.
Can I scale coverage up or down?
Yes. Monthly retainers are adjustable month to month, and pay-as-you-go is always available for overflow or occasional incidents.
What is included in a retainer?
Hours for ticket-based support, periodic health checks, documented runbooks, and a dedicated support channel with a named account engineer.