# IT Technical Support and Maintenance Services > Software support and maintenance by a founder-led team: L2 and L3 support, monitoring, bug fixes, security updates and steady improvements. Source: https://authect.com/services/support Keep your software healthy, secure and up to date, recover quickly when something breaks and let your own team stay focused on what's next, with support from the founders and senior engineers who know your system, not a ticket desk. ## What you get with technical support from Authect Launch is the beginning of a product's life, not the end. Our support and maintenance keeps your software **running smoothly, secure and up to date**: we spot problems and risks early, fix issues quickly when they happen and keep improving the system as your business changes. We offer two levels of support. **L2 support** gets you back on your feet quickly after a failure, without touching the code. **L3 support** goes deeper, fixing the underlying software problems and making improvements. Both are led by a senior engineer, with agreed response times, so you always know who's looking after your system and how fast they'll act. ## What our technical support and maintenance covers ### L2 technical support When something fails, we isolate the cause and restore service without changing your code: applications, databases, integration points, servers and the surrounding environment, physical or virtual. ### L3 technical support For problems that need a code change, our engineers fix the root cause: bug fixes, security and performance issues, compliance checks and updates to integration interfaces. ### Monitoring and prevention We set up monitoring and alerting so we see errors, slowdowns and failing jobs as they appear, and fix many issues before your users notice anything. ### Updates and security patches Regular updates to frameworks, libraries, operating systems and cloud services, so your software stays supported, secure and compatible. ### Continuous improvement Alongside the fixes, we ship small enhancements your users ask for, so the product keeps getting better instead of standing still. ### Knowledge transfer Taking over a system someone else built? We document it, learn it and take responsibility in a planned handover, so nothing falls through the cracks. > Keep your systems running smoothly with support from the people who know them. [Contact Authect](https://authect.com/contact) ## How support and maintenance benefits your business Good support is quiet: fewer incidents, faster recovery and a system that keeps up with your business, without pulling your own team away from new work. 1. **Protect your software and your revenue**: We find problems and risks early and resolve incidents fast, which reduces downtime, lost revenue and the support load on your own team. 2. **Strengthen your team's skills**: Our engineers bring experience across many technologies, so we can solve tricky problems and share what we learn with your people along the way. 3. **Solve complex issues properly**: With both L2 and L3 support, you get a quick recovery after a failure and a permanent fix for the cause, not the same incident every month. 4. **Lower the cost of running your systems**: A well-organised support setup, preventive maintenance and steady clean-up of technical debt reduce the total cost of owning your software over time. 5. **Hand over the duty and the risk**: Your in-house team stays focused on your core business while we look after your live systems, with cover and response times agreed around the hours your business needs. ## What happens when you raise an issue Every request follows the same clear path, so you always know **what's happening, who's on it and what comes next**, from the first report to the lesson learned. 1. **Report**: You raise the issue through the channel we agree, or our monitoring raises it for you. 2. **Triage**: An engineer confirms the impact, sets the priority and responds within the agreed time. 3. **Restore**: We get the service working again as quickly as possible, with a workaround if needed. 4. **Fix**: We find the root cause and fix it in code or configuration, tested and reviewed before release. 5. **Review**: You get a short summary of what happened and what we've changed so it doesn't happen again. ## Support and maintenance FAQs ### What is the difference between L2 and L3 support? L2 support restores service without changing code; L3 support fixes the underlying problem in the code. With L2, we isolate the cause of a failure across applications, databases, integrations, servers and the surrounding environment, and get you running again. With L3, our engineers fix the root cause: bugs, security and performance issues, compliance checks and integration updates. Together they mean quick recovery and a permanent fix. ### What does software maintenance include? Maintenance keeps your software healthy, secure and up to date between incidents. It covers monitoring and alerting, regular updates to frameworks, libraries, operating systems and cloud services, security patches, steady clean-up of technical debt and the small enhancements your users ask for, so the product keeps getting better instead of standing still. ### Can you support software that another team built? Yes. Taking over a system someone else built is a common starting point. We document it, learn it and take responsibility in a planned handover, so nothing falls through the cracks. Our engineers bring experience across many technologies, and we share what we learn with your own team along the way. ### How fast do you respond to issues? Response times are agreed with you up front, around the hours your business needs. Every request follows the same path: report, triage, restore, fix and review. An engineer confirms the impact, sets the priority and responds within the agreed time, then we restore service and fix the root cause. Our monitoring often raises issues before your users notice them. ### How much do support and maintenance services cost? It depends on scope: the size of your system, the level of support (L2, L3 or both), the hours you need covered and the response times you want. We quote each support arrangement individually after a free scoping conversation with the founders. If you're also planning new features, the software development cost calculator on our website gives you a rough first idea of that work. ### Who looks after our system? A team led by a senior engineer who knows your system, not an anonymous ticket desk. You always know who's looking after your software and how fast they'll act, and you can talk to the founders directly. To get started, email us or use the contact form, and a founder will get back to you to arrange a call. ## About Authect - Authect is a founder-led software development studio: clients talk to the founders who build their project, never a salesperson. - Every project is led by a senior engineer. Delivery is AI-accelerated, and an engineer reviews every line before it ships. - Clients own their code, infrastructure and designs from day one, with no lock-in. - Legal entity: AUTHECT - FZCO, Trade License No. 70505 (IFZA). Registered office: Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates. - The team works in Dubai (Dubai Marina, Business Bay, Dubai Silicon Oasis) and in Spain (Madrid and Marbella), and works with partners in Lithuania. - Clients across Europe, the Middle East and beyond; areas served include Dubai, Madrid, Marbella, Málaga, United Arab Emirates, Spain, Lithuania, Sweden, Norway, Denmark. - Founders: Pranas Mickevicius (Chief Executive Officer), Oscar Arson Saiz (Chief Technology Officer). - Cooperation models: fixed-price projects, monthly sprints, and support and evolution. - Contact: info@authect.com, +971 50 246 5223, or https://authect.com/contact. A founder replies within one working day. - Profiles: LinkedIn https://www.linkedin.com/company/authect/, Instagram https://www.instagram.com/useauthect/, X https://x.com/useauthect, TikTok https://www.tiktok.com/@useauthect, Facebook https://www.facebook.com/profile.php?id=61581141524137.