Maintenance and support with AI-assisted triage: how Netbase looks after live software
Netbase keeps the software it delivers healthy after launch. A team that supports you Monday to Saturday, with Sunday off, handles maintenance, monitoring, fixes and change requests, with AI-assisted alert and log triage, under the same named account manager and project manager who ran the build. Support scope, severity levels and response terms are agreed per contract; we publish no standard SLA figures.
Review your support needs View our workReviewed by David (CEO) · Updated 17 Sep 2026
What support after launch covers
After launch, something always needs attention: a library with a security fix, a payment provider that changes its API, a report the finance team suddenly needs. Maintenance and support gives that work an owner and a routine instead of a scramble.
Covered
- Fixing defects in software Netbase delivered or has taken over
- Framework, plugin and library updates
- Monitoring of the application and its integrations
- Security patches and vulnerability scanning
- Small enhancements and configuration changes
- Backup checks and disaster recovery planning
- Release support and post-release checks
Not covered by support
- New products or major features, which run as a project or a dedicated team
- Hardware, office IT and end-user help desks
- Cloud provider bills and third-party licence fees
- Uptime or response-time guarantees that no contract sets
- Content entry and day-to-day business operations
Hours, time zones and how to reach us
- Support team
- Monday to Saturday, six days a week; Sunday off
- Hanoi head office
- Monday to Saturday, 9:00 to 18:15 Vietnam time (UTC+7)
- Day-to-day channels
- Slack or Zoom and client dashboards, set up at onboarding
- New requests
- [email protected], or phone and WhatsApp +84 937 869 689
If your business needs Sunday or holiday support, raise it before signing so it can be scoped and written into the contract.
How an issue moves from report to fix
Every support request follows the same path, so nothing depends on who happens to be online.
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Report
You raise the issue through the agreed channel: what happened, where and for whom.
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Triage
AI-assisted tools group related alerts and summarise logs; the team confirms the problem, judges its business impact and sets its priority using the severity levels in your contract.
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Fix
A developer who knows the codebase resolves it, with code review and version control on every change.
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Verify
QA checks the fix, and you confirm it in your environment before the request is closed.
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Record
The cause and the change are logged, and repeat problems go to the weekly review.
Severity levels and response targets are contractual values, not a published table: a failing checkout and a typo on an admin screen do not deserve the same clock.
Maintenance and monitoring
Maintenance prevents incidents instead of reacting to them, on a routine agreed at onboarding:
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Updates
Frameworks, plugins and libraries stay on supported versions and are tested before they reach production.
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Security
Vulnerability scanning and penetration testing find weaknesses; patches close them.
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Monitoring
Health checks and alerts watch the parts of the platform that earn money: checkout, order flows, integrations and background jobs. AI-assisted anomaly detection flags unusual errors or traffic early, and AI features in your product are monitored for errors, latency and spend like any other dependency.
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Recovery
Backups are checked and a disaster recovery plan is kept current, so a restore is a rehearsed step, not an improvisation.
Where the infrastructure also needs an operator (servers, databases, cloud accounts and cost control), that is our managed cloud services. This page covers the software; that service covers the environment it runs in.
Changes and small enhancements
A live platform keeps changing because the business does. Small changes, such as a new field, a report, a revised email flow or an integration update, go through the weekly review: you raise them, the team estimates them and you decide the order. Larger work moves into the sixth step of our delivery lifecycle, ongoing support and co-building, where the team keeps extending the product on a shared roadmap. That is how a product launched on our SaaS product accelerator keeps growing after its first release.
Reporting and governance
Support runs on the same governance as delivery:
- Weekly reviews of open issues, fixes, changes and risks.
- KPI dashboards that track the measures agreed at onboarding.
- A dedicated account manager who owns the relationship and a project manager who owns the support queue.
- Slack or Zoom and client dashboards for day-to-day status.
Support models
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On-demand support
- Fits when
- The platform is stable and changes are occasional
- What Netbase owns
- Agreed fixes and changes, as you request them
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Fully managed delivery
- Fits when
- You want one partner to run the platform end to end
- What Netbase owns
- Maintenance, monitoring, fixes, changes and reporting
Most Netbase projects are delivered on fixed-price contracts; for support, commercial terms can be milestone-based, a monthly team retainer or KPI-linked. We publish no rate card; the scope sets the price.
Security in the support routine
Support work touches production systems, so it follows Netbase's security practices: secure code review and version control, TLS and AES encryption, role-based access control, MFA for admin dashboards, vulnerability scanning and disaster recovery. AI tools get read access to logs and monitoring data only, and every contributor works under NDA. These are the practices we run; we make no claim about control effectiveness beyond them.
What we do not promise
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No published SLA figures
Tiers, response targets and uptime percentages are agreed and written into the contract where you need them.
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No seven-day cover by default
Support runs Monday to Saturday; Sunday is off.
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No blind takeovers
Supporting software another vendor built starts with a review of its code and environment, so the risks are known before the routine begins.
Evidence: products Netbase keeps running
Netbase also runs its own products. Both below are Netbase Business Divisions that depend on this same routine of updates, fixes, monitoring and releases.
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Printcart
The web-to-print and print-on-demand platform Netbase builds and operates. It turns online orders into print-ready files and routed fulfillment, on merchants' own stores or as Shopify, Wix and WooCommerce apps.
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Cloodo
An AI-powered digital workplace for company profiles, services, projects and team collaboration, live at cloodo.com.
No client support metric is published yet, so this evidence is qualitative. More delivered projects are in our work.
Frequently asked questions
Support runs Monday to Saturday, six days a week, with Sunday off. The Hanoi head office keeps office hours Monday to Saturday, 9:00 to 18:15 Vietnam time (UTC+7).
Yes, on request. Severity levels, response targets and any uptime commitment are agreed per contract; there is no standard published figure.
Yes. We start by reviewing the codebase and the environment, so gaps are found before the routine begins.
No. AI tools help read alerts, logs and tickets under the same role-based rules as engineers; every fix, patch or configuration change is made and approved by a named engineer.
Where Netbase built it, the same account manager and project manager can stay on, so knowledge is not lost at handover.
Review your support needs
Is your platform live, or about to be? Review your support needs with Netbase: tell us what runs, who uses it and what worries you most, and we will propose a support scope. The rest of our trust record, from delivery process to security, is under Why Netbase.
Discuss a project
Netbase JSC helps organizations design, build, modernize, and operate digital products and AI-enabled business systems.+84 937 869 689
91 Nguyen Chi Thanh, Dong Da, Hanoi, Vietnam
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