Critical
Within 2 Hours
Production environment down, all users affected.
Keep your application running at peak performance after launch, with an engineering team that treats your product like their own.
An app's life doesn't stop at the moment it's released. What happens next determines whether it grows or decays.
Industry research puts the total cost of software ownership at approximately 60 to 70% in post-launch maintenance, compared to the initial development investment. A product that launches without a support plan in place will spend that budget reactively, on emergency fixes, unplanned downtime, and user churn, instead of on planned improvements that grow the product.
Most support vendors only offer reactive maintenance: they fix what breaks. TMS handles both reactive and proactive support from the same team. That means incidents get resolved quickly, and patterns in those incidents feed preventive work that stops the next incident before it reaches your users.
Six types of maintenance and enhancement, all from one engineering team. Most vendors cover two or three. TMS covers all six.
Bug identification, root cause analysis, hotfixes, and regression testing. Covers production incidents, reported errors, and crash investigation.
Keeping the application compatible with a changing environment: new OS versions, API deprecations, browser updates, third-party service changes, and platform policy updates.
Improvements that make the application better without fixing a bug: performance optimization, database query tuning, UX refinements, code refactoring, and technical debt reduction.
Security patches, dependency version updates, infrastructure hardening, SSL renewals, and proactive monitoring, all before issues reach your users.
End-user helpdesk assistance, onboarding documentation, how-to guides, and support ticket triage for your users and internal team.
New functionality scoped and developed post-launch based on user feedback and product roadmap priorities. This is the "enhancement" half of the service, and it is what separates TMS from pure support vendors.
Every support engagement starts with agreed response targets. Here are the defaults. Your agreement is customized during onboarding.
Production environment down, all users affected.
Core feature broken, significant users affected.
Non-critical bug, workaround exists.
Minor UI issue, cosmetic bug.
New feature request scoped and estimated.
Response targets are confirmed in your support agreement during onboarding. Out-of-hours coverage is available for critical incidents by arrangement.
A buyer with an existing application built by another team will wonder: how does TMS learn my codebase? Here is the answer.
Audit existing code, infrastructure, integrations, and issue backlog.
TMS engineers audit the existing codebase, infrastructure setup, third-party integrations, and known issue backlog. You receive a technical health report with risk areas flagged before support begins.
Documentation gaps filled, architecture diagrams created.
Gaps in existing documentation are identified and filled. Architecture diagrams, deployment processes, and critical system flows are documented before support formally begins.
Error tracking, uptime monitoring, performance alerting.
Error tracking, uptime monitoring, and performance alerting are configured to match agreed SLA thresholds. You get visibility into system health before the first ticket is filed.
Ticketing workflow, escalation paths, communication tools.
Communication channels, ticketing workflow, and escalation paths are established in Jira, Linear, Slack, or your existing tools. No new tooling forced on your team.
Known issues resolved, tech debt assessed, roadmap drafted.
The first 30 days operate as a stabilization sprint. Known issues are resolved, technical debt is assessed, and a maintenance roadmap is drafted for the months ahead.
If TMS built the application: steps 1 and 2 take hours, not weeks. The team already knows the system, and support starts on day one.
Buyers with a specific tech stack need to know before contacting us. Here is what we support in production.
React, Vue.js, Angular, Next.js, Nuxt
PHP / Symfony / Laravel, Node.js, Python / Django, Ruby on Rails
iOS (Swift), Android (Kotlin), React Native, Flutter
WordPress, ProcessWire
AWS, Microsoft Azure, Google Cloud Platform
MySQL, PostgreSQL, MongoDB, Redis
Docker, Kubernetes, CI/CD pipelines (GitHub Actions, GitLab CI)
Nine reasons companies choose outsourced support over building an in-house team for their post-launch application.
Building an in-house support team for a post-launch application typically costs 2 to 3x the price of an equivalent outsourced engagement when you factor in salaries, benefits, onboarding time, and tooling. TMS support retainers give you a predictable monthly cost and access to a full engineering bench, not a single engineer who becomes a single point of failure when they take a vacation.
Users who hit a bug and get a fix within hours stay loyal. Users who hit a bug and hear nothing for a week leave. A dedicated support team ensures your users always get a response from someone who can actually resolve the issue, not a frontline agent who escalates into a void.
Support tickets are the most honest product research you will ever get. Every ticket tells you what your users are trying to do and where the product is stopping them. TMS captures those patterns and feeds them back as feature recommendations, turning reactive support into proactive product evolution.
If your developers are fixing production bugs, they are not building your next release. Outsourced support takes the maintenance burden off your internal team so they can focus on new product development, while TMS handles the operational stability of what is already live.
A single in-house support engineer handles what they know. TMS gives you access to 40+ engineers across frontend, backend, DevOps, and QA. When an issue requires a specialist, the specialist is already on the team, not a hiring req you need to open.
Hiring takes months. Firing takes longer and costs more. With a TMS support retainer, you scale hours up when a major release lands and scale down when the product stabilizes. No recruitment fees, no severance, no notice periods.
Retainer-based support means you know exactly what maintenance costs each month. No surprise invoices, no billable-hour creep, no budget approval needed for every minor fix. The number on the proposal is the number on the invoice.
Technical debt compounds silently. Without dedicated maintenance, small shortcuts become structural problems that eventually block new features entirely. TMS allocates time in every retainer for refactoring and dependency updates, keeping the codebase in a state where new development stays fast.
Browsers update, APIs deprecate, OS versions drop support for legacy code. An application that worked perfectly at launch will break without adaptive maintenance. TMS tracks these changes and updates your application before they reach your users, not after the support tickets start rolling in.
What separates TMS from generic support vendors and freelance developers.
Support starts on day one with full codebase familiarity, not after a 4 to 6 week ramp-up. The engineers who wrote the code are the ones maintaining it. Every architectural decision, every edge case, every workaround is already in their heads.
Frontend, backend, DevOps, and QA all available within the same engagement, without you managing multiple vendors. When a production issue spans the database, the API, and the frontend, one team handles the whole chain.
Most support vendors fix bugs. TMS can also spec, design, and ship new features from the same team, without a separate contract. Your support engagement can scale into a product development engagement without changing vendors or re-onboarding a team.
Patterns in user issues are documented and surfaced as product improvement recommendations, turning support data into strategic input. Your monthly report does not just list what was fixed. It tells you what to build next.
40+ engineers with 7+ years average experience. You are not assigned to a junior developer. Escalations reach senior engineers by default, and complex issues are resolved by people who have seen them before in production, not on a tutorial.
Tell us about your product and current support needs, and we'll outline an engagement that fits.
Get a Support Proposal
Client Reviews
What clients say about working with TMS, and the products we support at scale.
From the very first day we could feel that the team lived our goals as their own. Ongoing support and enhancement kept the platform stable through 18 months of growth.
TMS guided us through a complex platform rebuild and continued with ongoing support, with clear feasibility analysis and prioritized recommendations at every step.
Amelia
WordPress Booking Plugin
TMS actively supports Amelia, a WordPress plugin with 1.5M+ active installations. Every update, bug fix, and feature release for a user base of that scale goes through our support and enhancement process.
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WordPress Data Plugin
TMS maintains and enhances WPDataTables, with 2.7M+ active installations. The same team that built it continues to support it, with zero knowledge transfer delay on every update cycle.
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