What is included in support?
Support is everything that keeps a system alive after launch: availability and error monitoring, tested backups, bug fixing, security and version updates, adaptation to third-party changes (an API that changes, a new NF-e layout, a new App Store rule) and small continuous improvements.
JBKR uses the classic level taxonomy: L1 (first-line support and configuration) supporting the client's team; L2 (technical analysis and fixes) and L3 (engineering and evolution) directly with the founder. Everything is logged per ticket, with a monthly hours summary.
What is the SLA and how is it met?
We publish what we practise: same-business-day response to any request; on the monthly plans, critical-failure fixes (system down or operations stopped) started within 24 hours; on the Expert plan, 24/7 incident support. There is no "open a ticket" queue between you and the person who solves it.
That is possible because the person answering knows the system: the same person who ran the assessment and the previous fixes answers the next ticket. It is the structural advantage of a small company over a support centre, and the reason 18 clients hired JBKR more than once.
How do the monthly plans work?
Care plan, from BRL 1,125/month: 5 monthly hours, up to 3 domains, all languages, business-hours support, 30-minute minimum and a 10% discount on annual contracts. Expert plan, from BRL 2,050/month: 10 monthly hours, unlimited domains, 24/7 support and a 20% annual discount.
Hours do not roll over and cover support and small improvements; larger demands become fixed-scope projects with their own proposal. For those without a plan, the On-Demand plan handles one-off tickets from BRL 250/hour, with a one-hour minimum.
How does JBKR take over a system it did not build?
The same way as legacy modernization: an assessment with access recovery, full backup and essential documentation (now accelerated by AI and reviewed by a human), then stabilization of urgent points and, only then, the monthly plan. Within a few weeks the system has a technical owner again.
Systems supported today or in the past include an ERP in production since 2009, Laravel and CodeIgniter platforms, Ionic apps, WordPress sites and SharePoint workflows; the full technology list is on the modernization page.
Frequently asked questions
What is application support (AMS)?
It is keeping a production system working and evolving: monitoring, bug fixing, security updates, small improvements and adaptation to external changes (APIs, tax layouts, app stores, browsers). At JBKR, support is contracted through the Care and Expert monthly plans, with hours included and priority service.
What is the published SLA?
Same-business-day response to any request. On the monthly plans, critical-failure fixes (system down or operations stopped) start within 24 hours. The Expert plan includes 24/7 incident support. We do not promise what we do not deliver: these are the commitments we have kept since 2016.
What are the L1, L2 and L3 levels?
L1 is first-line support: receiving the ticket, classifying it and solving configuration or usage questions. L2 is technical analysis: reproducing the error, fixing data, applying adjustments. L3 is engineering: code changes, integrations and evolution. JBKR handles L2 and L3 directly with the founder and supports the client's team on L1.
Do you support systems you did not build?
Yes, most systems JBKR supports were built by other teams. The process starts with the legacy-system assessment (recover access, backup, documentation) and then moves to the monthly plan. Systems in PHP, Java, .NET, classic ASP, WordPress, Ionic and SharePoint are among those supported.
What is the difference between the Care and Expert plans?
The Care plan (from BRL 1,125/month) includes 5 monthly hours, up to 3 domains, all languages and business-hours support. The Expert plan (from BRL 2,050/month) includes 10 monthly hours, unlimited domains, 24/7 support and a 20% discount on annual contracts. Hours do not roll over; larger demands become fixed-scope projects.
How are plan hours used and tracked?
Every request is logged with an estimate and time spent, with a 30-minute minimum on the monthly plans. The client receives a monthly summary of what was done and the hours used. Improvements that do not fit the month's hours are proposed separately, with no surprises on the invoice.
