--- title: "System Care" url: "/services/system-care" canonical_url: "https://revitt.co/services/system-care" summary: "System Care: named people look after the systems and processes your business depends on." --- # System Care > System Care: named people look after the systems and processes your business depends on. When a system your business depends on goes down, sales stop and your team waits. System Care gives you named people who know your systems. Support access is a monthly fee, with no included work or guaranteed response time. Care packages include the work and response commitment set out in your quote; monitoring, hosting and backups are scoped and priced separately. ## What it does for your business - **A plan for keeping the system running**: We agree who handles updates, monitoring, backups and recovery. Your quote identifies the systems covered and the work we will carry out. - **Maintenance with clear responsibilities**: A care package sets out the checks, maintenance schedule and included work. Larger upgrades and changes outside that scope are quoted before they start. - **Scope and fees agreed upfront**: Support access is a monthly fee, with no included work or guaranteed response time. Work is charged separately unless included in your care package. We agree its scope and price before starting. - **Answers for your big customers**: Where reporting is included, you have a record of the checks, changes and incidents covered by the agreement, ready to support customer enquiries. ## What we deliver - **Incident response**: A named person takes the problem through to the fix. Care packages include a response within 3 working hours, 9 to 5 on UK working days. - **Managed hosting**: Your systems run in your own cloud account, set up and managed with our AWS specialist. We monitor costs, adjust capacity and practise recovery from backups. The account and data belong to you. - **Patching & dependency management**: Weekly vulnerability scans, runtime and framework upgrades, and dependency updates with tests. A zero-day goes ahead of routine work. - **Security hardening**: Set and review access rules, filter unwanted traffic, limit repeated requests and protect against bots. Access keys and passwords are changed on an agreed schedule. - **Access control & auditing**: Single sign-on, access reviews, credential rotation and signed logs of who did what and when. The evidence customers ask for is already kept. - **Monitoring and alerts**: Uptime checks, error-rate dashboards, log retention and alerts when something looks wrong. - **Backups & disaster recovery**: Scheduled encrypted backups, with quarterly checks that they restore correctly. We agree how much recent data could be lost and how quickly the system must be back in use. - **Access limits for AI tools**: Give AI tools access only to the systems and data they need. Block other access by default and keep a record of what each tool does. ## Process 01. **Review**: After a free call, we quote an initial review with an agreed scope and timescale. We examine the relevant systems, access, maintenance and backups. You keep the written findings whether or not you take ongoing care. 02. **Set up**: Agree support access or a care package, then set up the access and support channel. Remedial work, monitoring, hosting and backups are specified and priced in the quote before we take them on. 03. **Care**: Named people handle requests and carry out the work in your agreement. Care packages set out the maintenance, reporting, review schedule and response commitment. ## FAQs **What’s the difference between System Care and calling someone when it breaks?** System Care establishes a continuing relationship with people who know your systems. Support access gives you a support channel, with work charged separately and no response guarantee. A care package adds the maintenance and response commitment written into your quote. Monitoring, hosting and backups are included only where explicitly agreed. **What happens if something breaks outside business hours?** Our standard hours are 9 to 5 on UK working days. Where monitoring is included, alerts outside those hours are picked up when we are next in unless we have agreed additional cover. Monitoring does not itself include an out-of-hours response. Any extra cover is agreed in writing and priced for your system. **How do we know you are meeting the agreed response times?** On a care package, the response time is in the agreement: within 3 working hours, 9 to 5 on UK working days. Every request is time-stamped, and the monthly report shows how we did. If we miss one, you see it before you ask. **Do you run the servers, or do we?** We can manage hosting in a cloud account that belongs to you. Hosting, updates, backups and recovery responsibilities are scoped separately; paying for support access does not transfer those responsibilities to us. Where we set up the account, you own it and keep it if you move on. **We already have hosting. Do we have to move?** Not straight away. We can look after a system where it is today. The first review confirms what is in place and whether moving it into your own cloud account would pay. **How does pricing work?** Support access is a monthly fee, quoted after a short call. It gives you the support address and a team that knows your system, with no included work, SLA or guaranteed response time. Work is charged separately unless included in your care package. Care packages specify included work and a response within 3 working hours, 9 to 5 on UK working days. Monitoring, hosting, backups and recovery responsibilities are separately scoped in your quote. **Can we cancel?** Yes, on 30 days’ notice. When you leave, we hand over the written procedures, access and monitoring so whoever takes over can pick it up cleanly. The cloud account is already yours. **Do we have to be an existing Revitt client?** No. We also take on systems we did not build. An initial review establishes their condition and identifies any remedial work needed before an ongoing care agreement can start. **We have our own technical team. How does this fit?** We agree which maintenance and support responsibilities stay with your team and which we take on. That can include updates, monitoring and security alerts where they are in scope, with a shared request channel and scheduled reviews. **Our team uses AI tools on live data. Can you cover that?** Yes. We limit what those tools can reach, block anything they should not do, and keep a full record of what they did. The work and ongoing responsibilities are scoped and priced in your quote. ## Case studies - https://revitt.co/case-studies/everything-boxed - https://revitt.co/case-studies/embroidery-shed - https://revitt.co/case-studies/mitchells-vintners ## Next step - [Book a call](https://revitt.co/book.md) - [Send a brief](https://revitt.co/contact.md)