The article
Your IT company keeps the laptops, the email accounts and the office Wi-Fi running. Then the contact form on your website stops sending, or your app fails after an iOS update, and the answer is that this is a job for your developer. The developer finished the project two years ago. That gap is what our outsourced IT support covers: the software side of the business, looked after by people who write software.
I have spent 18 years in software development. My company, 26 Lines of Code, has 70+ specialists, and the people who keep your sites, apps, custom software and servers running are the same developers, QA and DevOps engineers who build software for our clients. Below: what support for the software side covers, why it is priced differently from office IT, how it starts, what it costs, and a 90-day plan you can hold any support team to, us included.
Outsourced IT support for the software side: the short version
| What | How it works |
|---|---|
| What we support | Websites, web and mobile apps, custom software and the integrations it depends on, servers and cloud on AWS, Azure or Google Cloud |
| Who does the work | Developers, QA and DevOps engineers of a software company; you write to them directly |
| How it starts | A first look at what you run and where it runs, then the scope and the monthly price in a contract |
| Price | A website we built: $29 a month, billed annually ($348). Apps, software and servers: a monthly price after the first look |
| A breakdown | The same day, weekends included, under a support contract for apps, software and servers; within 3 business days on the $29 website plan |
| A new request | An answer within 30 minutes on weekdays, 9 am to 6 pm Miami time |
| Not on our list | A help desk for staff computers, printers and the office network, and visits to your office |
Two kinds of IT support
In October 2026 I read five IT support pages from the first page Google showed for this search. All five sell a help desk, round-the-clock coverage, security, backups and care for devices, and three of them price their service per user per month. Not one mentions the company's website or the software it had built for itself. Five pages are a small sample, but the pattern is plain: the software side falls through the gap between office IT and the developers who built it.
Both kinds matter, and they need different people:
| Office IT, from a managed service provider (MSP) | The software side, from us | |
|---|---|---|
| What it covers | A help desk for staff, laptops and phones, email accounts, the office network | Websites, web and mobile apps, custom software, the servers and cloud under them |
| Who does the work | Technicians, often with visits on site | Developers, QA and DevOps engineers who can change the code |
| How it is priced | Often per user per month | A monthly price for what you run, after a first look |
| A typical request | A password, a printer, a laptop that will not start | A form that stopped sending, a failed payment, an app after a system update |
A technician who resets passwords all day is not the person to find why a payment fails inside your app's code, and a developer is the wrong person to fix the office printer. If you need office IT, hire a local MSP: we do not run help desks for office staff. Many companies need both, and the two providers work side by side well once each has its own list and the admin accounts are split in writing.
When this is not the support you need
Our support is the wrong choice in four cases:
- Someone has to come to your office. Our engineers work remotely, so printers, cabling and a broken laptop need a local provider.
- Your only software is a site on a website builder. The builder's own support covers its platform, and an MSP covers the rest.
- You want a developer inside your team every day. That is staff augmentation, from $35 an hour depending on the role.
- The software needs a rebuild, not care. New products and large changes are custom software development, estimated before work starts.
Why software support is not priced per user
Per-user pricing fits office IT, because each new employee brings a laptop, a phone and a mailbox. Software does not grow with your headcount. A five-person company can run a booking app that thousands of customers use every week, while a two-hundred-person firm can have one simple website. What drives the work is what you run: how many systems, how old their code and libraries are, how many outside services they call and how often they change.
So we price support for apps, software and servers after a first look, as a monthly price for what you actually run. The first call and the rough estimate are free. The one fixed price we have is for the websites we build: $29 a month, billed annually ($348), for hosting, any bug in our work fixed at our expense, help with content, backups and updates. What the hosting part includes is on outsourced hosting, and every price we publish is on the pricing page.
What breaks on the software side when nobody looks after it
Software ages even when nobody touches it, and it rarely fails loudly. These are the quiet failures support exists to catch:
- An https certificate expires, and browsers warn your visitors away.
- A domain lapses, and the site and the email on it stop working the same day.
- A form stops sending, and leads disappear without a sound.
- Old libraries and plugins stay in place, and that is how sites get broken into.
- Stripe, Twilio or Auth0 change their APIs, and payments, text messages or sign-ins start to fail.
- A new iOS or Android version arrives, and the app needs an update before your users notice.
- Pages slow down with every unplanned change, and slow pages lose their place in search.
None of these reaches a help desk until a customer complains. Caught early, most of them are small fixes; caught by a customer, each one costs you leads first.
Signs your software has no owner
This kind of support rarely starts with a plan. It starts with a symptom, like one of these:
- The person who built the site or the app has left, and nobody else has the logins.
- Nobody can say when the domain renews or when the https certificate expires.
- A customer told you the form or the checkout was broken before anyone on your team noticed.
- The code has not been updated since launch, because nobody dares to touch it.
- When something breaks, your office IT company and your old developer each say it is the other one's job.
Two of these are reason enough for a first look.
What we look after
We take the software side, end to end:
- Websites: hosting, https, updates and fixes. For the sites we build, that is website maintenance at $29 a month, billed annually ($348).
- Web and mobile apps: fixes and updates; iOS and Android apps are looked after together with the backend they talk to.
- Custom software and its integrations: the links between your tools, reworked when an outside service changes. More on software maintenance.
- Servers and cloud on AWS, Azure or Google Cloud, kept up to date by our DevOps engineers: server maintenance.
- Answers from the engineers who know the code.
The reason a software team should do this is simple: a fault in an app can sit in its code, not only on its server. When the support comes from a company that writes software, the fix goes where the fault is, not around it.
New features are not support. Each one is estimated before work on it starts, and you decide whether to build it; the same team builds it, so nobody has to learn your code first.
Two things sit next to support rather than inside it. Watching your logs with tools that run all the time, and acting when something looks like an attack, is cyber security monitoring. Two-factor sign-in, updated devices and safe email for a small team are part of cybersecurity for small business.
How it starts, and what happens every month
Support starts with a look, never with a price:
- A first look. You list what you run, and we study it and where it runs before we name a price. If another company built it, we review its code and setup first, then say whether we can support it and how.
- The agreement. What support covers and its monthly price go into a contract with our US company.
- Every month. Updates go in and faults get fixed as they come up, and your questions go straight to the engineers.
For the first look, send what you know, even if it is incomplete:
- the sites, apps and servers you run, and where each one runs;
- who can grant us access, and to which accounts;
- the outside services they depend on, such as payments, email, text messages and sign-in;
- what is broken now and what has broken before.
If nobody on your side knows part of it, the review finds out.
When something breaks under a support contract for apps, software and servers, we react the same day, weekends included. On the $29 plan for the websites we build, we respond within 3 business days. A new request on a weekday between 9 am and 6 pm Miami time gets an answer within 30 minutes.
You know who looks after your systems, and you write to them directly. There is no call center between you and the work.
Software we built to need less support
The cheapest support is the kind software rarely needs, and it is designed in from the first version. Three examples from our case pages:
- Buhgalteria na doloni, an accounting firm. Every request from the site is saved first and only then sent by email and Telegram, so a failed email cannot lose a client. No tax rate is hard-coded: when someone edits a rate, it is unpublished until it is confirmed again, and without confirmed rates the calculators hide instead of showing an empty answer.
- Somatic Reset, a booking site with payments. A payment is trusted only after a signed webhook and a fresh read from Stripe, and slots are reserved under a lock, so no hour is sold twice. A worker recovers failed payments and calendar events on its own, without anyone having to notice them first.
- RxPhoto, patient photos for clinics. We worked on the backend, the web front end and the API behind the mobile app, and our work includes ongoing support for the practices that use the platform every day.
Not every system arrives built this way. When software comes to us without tests or notes, the start of support goes into making it safe to touch: reading the code, writing down every access and service, and fixing what the review put first.
Your first 90 days with a new support team
Handing your software to an outside team should be a project with milestones, not a leap of faith. Here is what you should hold at each point, whoever you hire. Forward the table to whoever signs the contract:
| By | You should have | Why it matters |
|---|---|---|
| Day 30 | A written list of everything supported: each site, app, server, integration and outside service, where it runs and whose account it is in | Nobody can support, or hand over, what nobody wrote down |
| Day 30 | Admin access granted to named people through your own accounts, while the domain, the cloud and the app store accounts stay in your company's name | Whoever holds the accounts holds the business |
| Day 30 | A first review: what is outdated, what is exposed and what to fix first | The order of work follows the risk, not the loudest request |
| Day 60 | The riskiest updates done, the ones the review put first | Old libraries and plugins are how systems get broken into |
| Day 60 | Certificates renewing on their own, the domain's renewal date and the site's uptime watched, with alerts going to a named person | The quiet failures get caught before a customer catches them |
| Day 60 | A backup restored once, not only made | A copy nobody has restored is a hope, not a backup |
| Day 90 | A monthly rhythm: updates go in, faults get fixed, questions get answers from people you know by name | By now support should feel uneventful |
| Day 90 | A short list of what to improve next, each item with its own estimate | You decide what to spend, item by item |
| Day 90 | A way out on paper: the access list and the notes another team would need to take over tomorrow | A support team you could not leave is a risk of its own |
This is the order we work in too: a first look, a written scope and price, then the monthly work. We write down every access and every service we touch as we go, so the last row never turns into a scramble.
Where the support team works
Our support engineers work at our delivery center near Kyiv, and contracts are handled by our headquarters in Miami, where I work. Kyiv is usually seven hours ahead of Miami: at 9 am in Miami it is 4 pm there, so your morning overlaps with their working day, and their next morning starts while Miami is still asleep. Our Clutch rating is 5.0 from 26 verified reviews, as of September 2026, with no negative review among them.
Next to IT support
Everything we keep running, by part of the stack, is under IT support and maintenance. Everything else you can hand to one team, from web apps to design, is on IT outsourcing.
List what you run: the sites, the apps, the servers and the outside services they use. We look at it first, then propose what support covers and what it costs.
