Support & Capacity Augmentation

Think of us as an extension of your team. We provide ongoing hosting, maintenance, feature development, integrations, performance monitoring, and strategic advice – all tailored to your needs. This ensures your digital products remain secure, reliable, and ready to grow alongside your community.

Table of content

Frequently Asked Questions

Want to learn more?

We’d love to talk about how this could work for your organisation. Whether you have a clear brief or just an idea, we can explore options, share examples, and help you decide the best way forward.

Let’s talk

Introduction

Digital products need more than a quick fix when something breaks. They need continuous care, improvement, and strategic oversight. For many charities, that means having a trusted partner who can both keep things running day-to-day and help them grow over time.

We provide long-term support through Service Level Agreements (SLAs) and team augmentation, acting as a seamless extension of your organisation. That can mean fully owning the maintenance, monitoring, and feature updates for your platforms, or embedding our developers, designers, and product managers into your team to fill skills or capacity gaps.

This approach means you can stay focused on your mission while we handle the technical delivery, strategy, and ongoing improvement of your digital tools.

This service goes beyond technical fixes. We work alongside you to enhance features, integrate systems, and offer strategic input so your digital tools evolve in step with your needs. You also gain access to documentation, playbooks, and training resources that help your team work more effectively.

What We Deliver

Service Level Agreements (SLAs)

Hosting and infrastructure management to keep your systems stable and secure.
Uptime monitoring, alerts, and rapid response when issues arise.
Reactive support with clear priority levels, response times, and resolution targets.
Regular updates, bug fixes, and technical improvements.
Proactive performance, security, and accessibility audits.
Ongoing feature development and integrations within agreed SLA time.

Team Augmentation

Access to experienced developers, UX designers, or project/product managers on a part-time or full-time basis.
Embedded working, attending your team stand-ups, planning sessions, and strategy meetings.
Flexible scaling of capacity depending on your workload or project demands.
Skills coverage across product strategy, user research, development, QA, and design.

Strategic Partnership

Quarterly roadmap reviews to ensure your platforms evolve in step with user needs.
Bi-weekly or monthly check-ins to align priorities and track progress.
Transparent reporting on platform performance, user feedback, and support statistics.
Knowledge-sharing resources including playbooks, FAQs, and training for your internal team.

Why It Matters

For charities and mission-led organisations, the cost of downtime or a poor user experience can be high - from lost donations and missed service delivery to reduced trust in your organisation. With our support, your digital products don’t just stay online; they actively improve over time.

Specialist skills like product management, UX, and development can be hard to bring in-house, especially if you only need them part-time or have uncertain funding rounds. An SLA or team augmentation arrangement gives you access to the expertise you need without the overhead of permanent hires.

It’s also important to work with an agency you can trust - one that understands your sector, aligns with your values, and can act as a genuine extension of your team. By combining ongoing maintenance with feature development, embedded expertise, and strategic guidance, we help you get the most out of your technology investment and ensure your platforms remain secure, effective, and ready to grow.

Typical Costs

Our SLA and capacity augmentation packages are tailored to your needs, but here’s a guide to what you can expect:

SLA Essentials: from £450 / month for hosting, monitoring, bug fixes, and minor updates.
SLA Medium: from £1,350/month for 3+ days/month, including proactive audits and limited automated testing.
SLA Advanced: from £3,600/month for 8+ days, including full automated testing, product management, rolling development and customer support.
Team augmentation: from £450/day for developers, UX designers, or product managers embedded into your team.

Every organisation is unique, so get in touch and we will be happy to arrange a free workshop to understand your needs and shape the right approach. If funding is a barrier, we can also help identify grants and funding opportunities that may cover ongoing support.

Frequently Asked Questions

What is the difference between SLA support and ad-hoc support?

SLA support gives you a guaranteed number of hours or days each month, priority response times, and a proactive approach to improvement. Ad-hoc support is reactive and depends on our availability at the time of request.

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Can you work with our existing systems and suppliers?

Yes. We regularly manage products we didn’t build and work alongside other agencies or internal teams to provide continuity and expertise.

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Do you only offer technical support?

No. Our SLAs also cover feature development, product management, accessibility audits, and UX improvements.

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What if we just need extra hands for a project?

That’s where team augmentation comes in. We can provide developers, designers, or product managers to join your team for as long as you need, without the cost or commitment of hiring permanent staff.

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Do you offer out-of-hours support?

Yes. Urgent issues are worked on immediately, regardless of working hours. Planned out-of-hours work for non-urgent issues can be arranged in advance.

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Want to learn more?

We’d love to talk about how this could work for your organisation. Whether you have a clear brief or just an idea, we can explore options, share examples, and help you decide the best way forward.

Let’s talk