Support
What happens after launch belongs in the build plan
Launch is a phase, not the finish line. A system serving real traffic keeps needing work: models get retired, dependencies need patching, and real usage shows where the cost and the latency are. One pipeline we shipped went through four more rounds of performance engineering after launch, and token cost per request fell 73%.
This page says what a support retainer covers and how to reach us when something breaks. How requests are classified, escalated and reported is on the service levels page.
Three shapes
Support follows what we built and who runs it next
- Operate retainer for AI systems
The third phase of our AI work. Continuous evaluation, model and prompt upgrades, and integration expansion, on a monthly retainer, for agents that are already serving real traffic.
- Maintenance for web platforms
Dependency and security updates, CMS changes, new landing pages and feature work. Newfront runs a continuous pipeline of enhancements through us as flexible, on demand support.
- Handoff to your own team
Some systems should leave with you. We document the architecture, walk your engineers through the codebase and the deployment, then step back to advisory hours or out entirely.
In scope
What a retainer covers
- Evaluation that keeps running
Agents get scored against the definition of correct we agreed during the build. Scores are tracked over time, so drift shows up in a report before it shows up in a complaint.
- Model and prompt upgrades
Providers retire models and ship new ones. We test the replacement against your evaluation set before it touches production, and we keep a fallback model configured for provider outages.
- Security and dependency updates
Frameworks, SDKs and CMS packages get patched on a schedule, and security advisories get handled out of cycle. Upgrades run through staging and the same promotion gates as feature work.
- Cost and performance rounds
Token spend, latency and quota errors get profiled against real traffic. Reasoning work stays on premium models, classification moves to cheaper ones, and deterministic steps become code.
- Small changes, inside the retainer
Copy edits, new CMS blocks, a new tool for an agent, one more integration. Work that fits the monthly allocation ships without a new statement of work or a new estimate.
- A monthly report you can read
What broke, what we changed, what it cost to run, and what we recommend next. One page, written for the person who signs the invoice rather than for engineers.
Common questions
A monthly retainer sized during scoping. We do not publish rates. The number comes out of how many systems are covered and how much evaluation they need, and the agreement says how the monthly allocation is counted.
Go deeper
Where to read next
Decide what happens after launch before you sign.
Scoping produces a build plan, and the support shape is part of that plan.
Schedule a Discovery Call