Faster issue response
A defined support path reduces time spent finding someone who can investigate the application.
Software Support & Maintenance SLA
Long-term support for software the business depends on.
Monthly troubleshooting, bug fixes, preventative maintenance, remote support, health reviews and defined SLA response times for existing business applications.
4 to 20 hoursmonthly support allowance
R1,250/hourapproved additional support
2 hoursfastest response target
Remote supportduring business hours
Why Software Care matters
Business software continues to change after launch.
Users, data, integrations, operating systems and business processes continue to change after software is deployed. A system can remain operational while small defects, recurring errors and maintenance work accumulate quietly.
Software Care provides a defined monthly support allowance, a clear response target and a known technical contact for agreed issues. It gives the business a more controlled alternative to sourcing emergency support only after failure.
The correct support level should reflect how important the application is, how many users depend on it and how quickly the business needs a response when something goes wrong.
Business outcomes
What ongoing software support protects.
The service is designed around continuity, evidence, response discipline and controlled maintenance.
Stable operations
Bug fixes and minor adjustments restore expected behaviour without waiting for a major project.
Preventative maintenance
Recurring issues and fragile areas can be reviewed before they become larger incidents.
Visible ownership
The business knows who receives the request, what the response target is and how additional work is approved.
Maintenance planning
Enterprise health reviews help prioritise technical risk and future maintenance work.
Controlled cost
Monthly included hours and a clear additional hourly rate make support spend easier to manage.
Software Care architecture
Seven controls behind a supportable application.
Scroll at your own pace. Each area remains visible while you review what it protects and how support is delivered.
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Assessment
Understand the supported application
Review the codebase, database, deployment process, users, integrations, access and known risks before support begins.
- Application review
- Database review
- Deployment process
- Support boundaries
Software Care plans
Choose the monthly support level that matches the application risk.
Software built by another provider requires an assessment before the support plan can be activated.
Software Care Essential
R4,500 / month
Designed for businesses that require reliable ongoing support for existing software applications.
- Up to 4 support hours per month
- Software troubleshooting and issue resolution
- Bug fixes and minor system adjustments
- Preventative software maintenance
- Remote technical support
- Response within 1 business day
Additional support: R1,250 per hour.
Choose Essential ↗
Software Care Business
R8,500 / month
Ideal for growing businesses that require faster response times and increased monthly support.
- Up to 8 support hours per month
- Software troubleshooting and issue resolution
- Bug fixes and minor system adjustments
- Preventative software maintenance
- Priority remote technical support
- Same-business-day response during business hours
Additional support: R1,250 per hour.
Choose Business ↗
Software Care Enterprise
R16,500 / month
Designed for business-critical applications requiring priority support and proactive maintenance.
- Up to 20 support hours per month
- Priority troubleshooting and issue resolution
- Bug fixes and minor system adjustments
- Preventative software maintenance
- Priority remote technical support
- Software health reviews and maintenance planning
- Priority response within 2 business hours during business hours
Additional support: R1,250 per hour.
Choose Enterprise ↗
SLA comparison
Compare the included support allowance and response level.
Response time is the target for acknowledgement and assessment. It does not guarantee full resolution within the same period.
| Plan | Monthly price | Included hours | Response target | Support level | Additional support |
|---|---|---|---|---|---|
| Essential | R4,500 | 4 hours | Within 1 business day | Remote technical support | R1,250/hour |
| Business | R8,500 | 8 hours | Same business day | Priority remote support | R1,250/hour |
| Enterprise | R16,500 | 20 hours | Within 2 business hours | Priority support and health reviews | R1,250/hour |
Plan exclusions
What is quoted separately.
These exclusions apply to all three plans unless a separate written agreement changes the scope.
Included support
Maintain and stabilise existing functionality.
- Troubleshooting and issue resolution
- Bug fixes and minor adjustments
- Preventative maintenance
- Remote technical support
- Health reviews on Enterprise
→
Quoted separately
New development and services outside the supported application.
- New feature development
- Major software enhancements
- Hosting and infrastructure support
- Server administration
- Third-party software licensing
- After-hours support
- Emergency call-outs unless otherwise agreed
VanguardTech Insight
Supportability must be designed into the system.
Logging, monitoring, deployment discipline and documentation reduce support cost. A care plan works best when the application provides clear evidence about what failed, when it failed and what changed before the incident.
VanguardTech uses the monthly support relationship to resolve current issues while also identifying recurring technical risk and maintenance priorities.
Capture evidenceUse logging, references and reproduction steps to reduce guesswork.
Control changeTest and deploy fixes through a known release process.
Plan maintenanceIdentify recurring failures and technical debt before they become urgent.
Related services and Insights
Connect support to the wider software environment.
Development, APIs, databases and infrastructure may require separate project or management scopes.
Software Care FAQs
Clear answers about support hours, response times and exclusions.
These answers explain what each Software Care plan includes and how the monthly SLA works.
01What is Software Care?
Software Care is a monthly support and maintenance service for existing business software. It covers agreed troubleshooting, bug fixes, minor adjustments, preventative maintenance and remote technical support within the selected plan allowance.
02What is the difference between support and new development?
Support maintains the stability of existing functionality and resolves agreed issues. New modules, major enhancements, significant workflow changes and large new features are treated as development projects and quoted separately.
03Can VanguardTech support software built by another developer?
Yes, after a technical assessment confirms that the source code, database, deployment process, access and current condition can be supported responsibly.
04What is included in Software Care Essential?
Essential includes up to 4 support hours per month, troubleshooting, bug fixes, minor adjustments, preventative maintenance, remote support and response within 1 business day.
05What is included in Software Care Business?
Business includes up to 8 support hours per month, troubleshooting, bug fixes, minor adjustments, preventative maintenance, priority remote support and same-business-day response during business hours.
06What is included in Software Care Enterprise?
Enterprise includes up to 20 support hours per month, priority troubleshooting, bug fixes, minor adjustments, preventative maintenance, priority remote support, software health reviews, maintenance planning and response within 2 business hours during business hours.
07What happens when the monthly support hours are used?
Additional approved support is billed at R1,250 per hour unless a separate written arrangement applies.
08Do unused hours carry over?
Unused-hour treatment should be defined in the service agreement. Unless specifically agreed, monthly allowances should not be assumed to roll over.
09Are new features included?
No. New feature development and major enhancements are excluded and quoted separately.
10Is hosting or server support included?
No. Hosting, server administration and infrastructure support are excluded unless separately agreed in writing.
11Is after-hours support included?
No. After-hours support and emergency call-outs are excluded unless separately agreed.
12Does the response time mean the issue will be resolved within that period?
No. The response target means VanguardTech will acknowledge and begin assessing the issue within the stated period. Resolution time depends on complexity, access, third-party dependencies and business impact.
13Can API and database issues be supported?
Yes, where they form part of the supported application and fall within the agreed scope. Larger database, infrastructure or integration projects may require separate assessment and quotation.
14Can the plan be changed later?
Yes. The plan can be reviewed when the system, usage, support demand or business risk changes.
15How do we start Software Care?
Contact VanguardTech through the website, email info@vanguardtech.co.za or WhatsApp +27 64 537 8441. Share the application, technology stack, users, current issues and access available.
Support the software before failure
Choose an SLA that matches the application’s business importance.
Share the application, technology stack, users, integrations and current support concerns. VanguardTech will assess the environment and recommend the correct plan.