Software Maintenance and Support for live and inherited systems.
We provide software maintenance and support services for owners of business-critical systems, including inherited software. We handle continued engineering, incidents, updates and release work within agreed coverage, with system knowledge and responsibilities documented.
- 120+Projects delivered across 12 countries since 2012
- 100+Senior in-house engineers, six countries
- 5.0Unified rating across 61 client reviews on Clutch
- PMPCertified project managers
- ISO 27001Certified security practice, audited by Quay Audit UK
- 5Offices: Ukraine, Poland, Estonia, the UK, and the US
01Overview
Engineering support and agreed coverage
An assessment establishes the application's condition and the coverage it needs. We scope engineering support at L2 and L3 alongside your first-line or end-user support arrangements, then agree responsibility for incidents, upkeep and changes.
- Named responsibility and shared knowledgeWe agree who owns maintenance work, keep system knowledge documented and plan handovers as the team and application evolve.
- Upkeep and change work in one engagementPatching, monitoring and backups can share the engagement with small features and improvements. We agree priorities and release responsibilities for that scope.
- Identify work beyond maintenanceA blocked upgrade path can require modernization; pipeline automation belongs to DevOps. We identify the work and scope it separately.
- Agreed security upkeepPatching runs on an agreed cadence, and who holds which access is settled in the plan stage with your named approver.
02Proof
Long relationships and inherited-system work
We support established platforms and inherited systems through upkeep and further development.
- Waiver, order and membership platformsOur WaiverKing relationship began in 2014, MiniMoves in 2015, and Triathlon Ireland in 2017. Craig Elsdon-Dew, Chief Executive Officer of WaiverKing Inc., on Clutch in 2022: "Artelogic’s team looks after our software development and testing environment 24/7." That account then had two developers and one QA engineer working full time.Around 2,000companies on the platform we have maintained since 2014, up from a couple hundred
- Inherited software and continued developmentOur inherited B2B SaaS platform work included the transition and AWS/Heroku improvements. At Sterling Test Prep in 2018, we extended the PHP platform with payment processing against its credit-card security requirements. Its COO, on Clutch: "Working with Artelogic gave me confidence in our technical solutions and allowed me to focus more on business."30%+lower AWS costs on the platform we inherited
- Maintenance, support and account continuityOur inherited US home-health platform work included cloud infrastructure updates, monitoring and end-user support. The platform was exceptionally stable, with minimal support requests. Kevin Power-Kelly, Project Executive at Triathlon Ireland, on Clutch in 2022, on support out of hours: Artelogic were "extremely rapid in offering support and deploying fixes even in out of office instances".Same peopleKevin Terry, Founder of Health Management Company, on Clutch in 2025, on his account contacts: "We speak to the same people each time, so we’re able to build rapport."
03Compare
Maintenance partner, internal team or break-fix support
Choose the maintenance model around ongoing work and coverage requirements. Larger architectural changes can be scoped as modernization. For a system approaching retirement, assess the upkeep needed through that transition.
| A maintenance partnerunicrew | Your own in-house teamInsource | A break-fix vendorReactive |
|---|---|---|
| Best forContinued engineering and defined support responsibilities for a live application. | Best forKeeping maintenance and product development within your own engineering organization. | Best forDiscrete faults or change requests with a defined scope and acceptable recovery arrangements. |
| Works best withAgreed coverage, a technical contact and a prioritized upkeep and change backlog. | Works best withTime allocated to upkeep, shared system knowledge and explicit incident and release responsibilities. | Works best withClear incident intake and access arrangements, with ongoing patching and upgrades assigned separately. |
| You end up owningNamed maintenance responsibility, documented knowledge and a patch and release record under the agreed handover terms. | You end up owningInternal responsibility for system knowledge, maintenance planning and staffing continuity. | You end up owningThe resolution and work record for each commissioned task, under the support agreement. |
Quick self-check
Tick what is true for you. The read-out updates as you go.
0 of 4 true
Start with a team or with modernization
For substantial new product development, consider a dedicated development team. For architectural changes, consider modernization. Defined upkeep can still be scoped alongside either.
Talk it throughScope the maintenance responsibility
Identify the upkeep or support work needed and the person responsible for it. A defined task or recurring cadence may cover that scope.
Talk it throughAssess coverage and priorities
A written assessment identifies the application's condition, maintenance priorities and gaps in responsibility. Use it to decide the coverage needed.
Book a discovery callDefine the continued engineering scope
Agree the upkeep backlog, incident responsibilities, change work and operating hours. That scope determines the engagement model.
Book a discovery callPlan a coordinated maintenance engagement
Assess the application, document system knowledge and agree responsibility across upkeep, monitoring and incidents. The plan should also define coverage, release approvals and handovers.
Talk about the workWe take the pager once access, environments and alert routing are set up and tested. Before that, we agree with you what is monitored and where each alert lands. That written plan is the SLA the engagement runs on.
Ihor PrudyvusDelivery Director, unicrew04Capabilities
What a maintenance engagement covers
We scope software support and maintenance around the application's upkeep, incidents and change backlog. Our guide to software maintenance and support in practice explains the maintenance categories.
- Application monitoring and alerting
Monitoring and alerting
Agreed watch listWe monitor system health and performance against the selected watch list: uptime and error rates, job failures, disk and certificate expiry, and third-party endpoints. Alert handling follows the coverage plan.
- Corrective maintenance and application support
Service desk and incident management
Root cause after the fixWe triage user queries and incidents, track requests to a resolution and review the underlying cause after the fix. Named responsibility and escalation connect this work to your support team.
- Adaptive maintenance and dependency upgrades
Updates and dependency upgrades
Version and dependency planningWe update frameworks, libraries and platforms around compatibility, support status and release requirements. A blocked upgrade path is identified for separate modernization work.
- Preventive maintenance and security patching
Security audits and patching
Prioritized findingsWe assess the running system, prioritize security findings and apply patches on the planned cadence. Offensive testing is a separate engagement.
- Backup and disaster recovery
Backups and recovery
Retention and restore verificationWe maintain backups and carry out the restore checks defined in the recovery plan. The plan specifies retention, recovery expectations and verification responsibility.
- Regression and release testing
Release testing
Agreed release checksWe run regression and release checks for the changes being made. unicrew has ISTQB-certified QA engineers. Designing a test strategy and building its automation can be commissioned separately.
- Cloud cost and infrastructure optimization
Infrastructure and cost upkeep
Right-sizing, and the billWe review resource usage and costs, right-size components and remove unused resources with the system owner's approval.
- Perfective maintenance and application enhancement
Small features and change requests
Changes within agreed scopeWe implement small features, fixes and improvements from the prioritized backlog. Change records and documented system knowledge support release decisions and handovers.
05Trust
What a maintenance engagement hands over
The agreed maintenance plan identifies responsibility and the records used to review upkeep and releases.
- OwnedPatching, upgrades and backups, with a name against themThe three jobs that quietly become nobody's on a system that already works
- AuditableWhat was patched, tested and released, and whenThe record a security questionnaire or a buyer's due diligence asks you to produce
- NamedThe work that has outgrown maintenanceWhat upkeep can no longer fix, written down rather than absorbed into another month of it
06Stack
Stacks we keep running
We assess inherited code, dependencies and hosting before agreeing updates. That includes assessing PHP/Yii2 refactoring needs and whether to move an ASP.NET/SQL Server system from its existing hosting to Azure.
JavaScript
React
PHP
Yii2
.NET
MySQL
Microsoft SQL Server
AWS
Azure07Engagement
Maintenance engagement models and billing
The maintenance commitment follows the workload: continuing engineering for an ongoing backlog, or defined upkeep on a cadence. You can commission an assessment before deciding on coverage.
A standing team
Long-runA dedicated group handles system upkeep and the small-change backlog. We agree named responsibility, shared system knowledge and handovers as the work evolves.
- Best when
- The system is business-critical and the roadmap never really stops
- You pay
- Billed monthly, per team member
- Typical start
- Two to four weeks
Scoped upkeep on a cadence
Steady stateDefined monitoring, patching, dependency updates and backups on an agreed cadence, with incident intake and escalation scoped for the application.
- Best when
- The system works and the risk is decay rather than backlog
- You pay
- Billed hourly, quoted per project
- Typical start
- Two to four weeks
We assess the codebase, infrastructure and interfaces before agreeing a handover and continued coverage. The assessment informs a prioritized plan; maintenance is a separate decision.
- Best when
- You inherited the system, or your current vendor is leaving
- You pay
- Outcome based, quoted per project
- Typical start
- Two to four weeks
A written assessment first, and the running is a separate decision
A handover assessment documents the codebase, infrastructure, dependencies and known risks. You provide agreed access, available documentation and system contacts. The written priorities inform a separate decision on maintenance coverage. There is no minimum engagement period.
08Industries
Industries we keep running
We scope upkeep around each system's operational role and the consequences of interrupted service.
Logistics and transportation
Order-management software, including a US moving company's order management platform. Our work covered architecture, major modifications and bug fixes.
Hospitality and leisure
Booking, membership and waiver systems, including MindBody Online API maintenance for a waiver and document platform and work on a national sports association's membership system.
Healthcare
Maintenance and user support for health-monitoring software. Our home health monitoring platform work included cloud infrastructure updates and monitoring.
EdTech and learning
Maintenance and further development of learning platforms. We took over one test-prep platform.
Fintech and accounting
Accounting software and invoice reconciliation. Our bookkeeping automation work extended a MySQL-based ASP.NET MVC and C# system, with encryption and protected user accounts.
E-commerce
Upkeep for storefront, PIM, ERP and sales-channel connections. Our work for a European manufacturer supported the client's team on an AWS-based PIM and Microsoft Dynamics ERP.
Scope your application and maintenance coverage
Share the application, current responsibilities and main maintenance priorities. We identify the assessment inputs and discuss a standing team, periodic upkeep or handover scope.
What happens after you contact us
- We reply within one business dayA reply identifying the application information and access needed for an assessment.
- A call about the system and who keeps it running nowThe operational role, known incidents, current owners and required coverage.
- A written coverage and risk assessmentA prioritized maintenance plan with coverage, known risks and recommended changes.
- Contracts and NDAs, then a start dateSigned before we get access to anything that is live. Most engagements start within two to four weeks.
09Delivery
How does a software maintenance engagement work?
We use the agreed maintenance plan to prioritize incident work alongside scheduled upkeep and small changes.
- AssessmentWe assess code, infrastructure, dependencies, incident history and available documentation. You provide agreed access and a contact who can explain how the business uses the application.You getA written coverage and risk assessment: what we would monitor, what needs patching now, and what we would deliberately leave alone.
- Plan and handoverWe agree coverage, patch cadence, incident intake and escalation, reporting and access permissions. The SLA records agreed services and quality objectives. You provide a named approver and the access needed for the agreed maintenance work.You getAn agreed maintenance plan and response model, with access, environments, and alert routing set up and tested.
- RunWe perform the agreed monitoring, dependency updates, security patching, release testing and incident response. Named responsibility and documented knowledge support continuity. Your team approves release windows where changes require them.You getA running system, a patch and release record, and regular reporting on the measures we agreed to watch: uptime and error rates, job failures, and disk and certificate expiry.
- Review and improveWe review recurring issues and prioritize their underlying causes. Work requiring larger architectural changes is identified for separate scope. Your team provides user feedback and confirms priorities.You getA recurring-issue review, a tuned monitoring and alerting setup, and a named list of anything that has outgrown maintenance.
10Client voices
Client reviews of development and maintenance
They’ve been helping us grow our platform together since the beginning, from a couple hundred companies to around 2,000. Artelogic has been front and center in this process.
Up until a year and a half ago, I handled all the development and support of our application myself and I needed help. I brought in Artelogic, and it was one of the best business decisions I’ve ever made.
We’re one of unicrew’s smaller clients, but they’re always incredibly quick to respond. When we have issues, they treat them as if they’re extremely important. We feel like we have a partner, and that’s been incredible. That’s why we’ll keep them on for as long as we can.
They always seem to have a suitable developer on standby when we require an additional skillset and they always respond very quickly and help to work out a solution if e.g. the project requirements are suddenly changing.
However, from a technical perspective, actor-based frameworks and event sourcing aren’t widely adopted areas of expertise yet. Still, Artelogic has been able to learn them very quickly and effectively. Moreover, they’ve been able to stabilize our whole application and rapidly iterate on the existing code base to get it to a much better state than it was 12 months ago.
11Case studies
Waiver and order-management maintenance work
Explore waiver-platform refactoring and release automation, and continued order-management development and bug fixes. Several client reviews above were given under our former Artelogic brand and retain the clients' wording.
See all case studies
SaaSWaiverKing: Software Development for Waiver Form CreatorWaiverKing is a document management business serving primarily the health and fitness industries. The platform is partnered with MindBody Online, one of the largest business-systems providers for gyms and yoga studios.Weeks to hoursTime for an update to reach live
LogisticsMiniMoves Orders Management PlatformA custom-built moving order system that simplifies booking, boosts automation, and improves operational efficiency.Double digit growthMaintained without a substantial increase in staffing
12Questions
About software maintenance with unicrew
Maintenance scope depends on the application's condition, operational role and agreed support responsibilities.
An engagement covers agreed upkeep, incident response and change work, with clear responsibility for application maintenance and support. Maintenance includes:
- Corrective work: fixing discovered problems.
- Adaptive work: updating software as its environment and dependencies change.
- Preventive work: reducing future problems and maintenance effort.
- Perfective work: improving performance, usability and features.
Software support resolves user and operational issues and can overlap with corrective maintenance. Monitoring, security patching, release testing, backups and a recovery plan are scoped to the application.
We estimate software maintenance and support from the assessed system and agreed coverage. The main cost drivers are:
- Monitoring scope.
- Required support hours and response objectives.
- Dependency upgrades and security work already needed.
- Change work included in the engagement.
We agree the billing model for the scope:
- Time and materials: billed hourly, quoted per project.
- Fixed price: outcome based, quoted per project.
- Team extension: billed monthly per team member.
The handover timetable depends on the codebase, documentation, access and deployment environment. Assessment identifies the work needed before we agree ongoing coverage.
We plan the handover with your technical contact, including the release process, incident history, required access and knowledge transfer. The assessment produces the priorities and delivery plan; the start window for an engagement is separate from the time needed to complete a takeover.
When choosing a software maintenance partner, compare the responsibilities and coverage included in the proposal:
- Named ownership, documented system knowledge and handover arrangements.
- Monitoring, patching, release testing and the change backlog.
- Incident intake, escalation, operating hours and response objectives in the SLA.
We offer a written assessment before a coverage commitment. Read each client review at its source URL to understand that account's scope and experience.
unicrew fits when a live application needs continued engineering and defined support responsibilities, including an inherited codebase. We assess the application and agree the upkeep, incidents and changes to cover.
The arrangement includes operating hours, escalation and the interfaces with your first-line or end-user support. Larger architectural changes can be scoped as modernization alongside or before maintenance.
Yes. Existing connections can be included in the maintenance scope. For payment, CRM, carrier, supplier or identity interfaces, we define:
- API compatibility and version deprecations.
- Provider contract changes.
- Credential-management responsibilities.
- Endpoint monitoring and incident handling.
Our maintenance experience includes MindBody Online API connectivity. New connections are scoped as platform and integration work.
Maintenance is continued engineering and software support for an existing application. DevOps develops and automates its build, test, deployment and infrastructure processes, including CI/CD pipelines, observability and infrastructure as code.
The work can coexist where the engagement includes both. We identify whether a pipeline or infrastructure project needs separate scope alongside ongoing application upkeep.
Yes. We maintain software we did not build, starting with an assessment and agreed handover.
On a home health monitoring platform, we joined an existing software system for ongoing development and maintenance. You provide available documentation and a technical owner to agree the coverage and priorities.
Day-to-day software support tracks queries and incidents through agreed triage, technical investigation (L2) and engineering escalation (L3). The boundaries vary by system and team, including any first-line (L1) or direct end-user support.
We agree intake, escalation, coverage hours and response objectives in the SLA. Reporting covers maintenance activity and the system-performance measures selected for the engagement. Recurring issues are reviewed for their underlying cause.
We agree security controls and access permissions with your named approver for the maintenance scope:
- Patching cadence.
- Scheduled security assessments.
- Access ownership and permissions.
- Backups, retention and a recovery plan defining restore verification.
unicrew is ISO 27001:2022 and ISO 9001:2015 certified, renewed through a multi-stage audit with Quay Audit UK, and has ISTQB-certified QA engineers. An offensive assessment is penetration testing; a wider security program belongs to cybersecurity consulting.