Support and Maintenance en Munich
How we work in Munich
The patch log is kept up to date, not reconstructed
What was updated, on what day and why. It is a file that writes itself when the process is set up and has to be invented by hand when it is not. On the day of the annual review, the difference between showing it and not having it is two weeks of somebody digging through old email.
Every restore leaves a report with a date and a duration
A backup that has never been restored is not a backup. Every so often we bring the site up from scratch in a separate environment and send you the result: what day it was done, how long it took and what failed. That sheet answers the recovery question once and for all.
The list of who has access gets reviewed
Access piles up over time: the previous supplier, last summer's intern, an integration that was tried once and left in place. Every quarter we go through who can reach what and remove what is left over, and it is noted with the date. It is the most common finding and the easiest to avoid.
Commitments go by severity and in writing
A total outage and a minor warning cannot carry the same response time. It is agreed by level and with the coverage hours spelled out, so that you can commit to your own clients without promising more than anyone has promised you. What we do not cover is written down too.
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