HOW IT WORKSOngoing Support for Live Products
Products need continuous care after launch. Components go end-of-life, security vulnerabilities emerge, regulations change, and customers request new features. We provide the engineering capacity to keep your product current, secure, and competitive. Support agreements typically run 1 to 5 years.
WHAT WE COVER
Full-Spectrum Post-Launch Engineering
Firmware Maintenance
OTA firmware updates, bug fixes, performance optimization, and feature additions. We manage the full release cycle including testing, staging, and phased rollouts to devices in the field.
Security Patches
Vulnerability monitoring, patch development, and deployment for both device firmware and cloud infrastructure. We stay on top of CVEs relevant to your technology stack and respond quickly when issues arise.
Hardware Revisions
Component obsolescence management, alternate part qualification, and PCB redesigns when components go end-of-life. We keep your product manufacturable as the supply chain evolves.
Compliance Updates
Regulatory requirements change over time. We handle re-certification, documentation updates, and design modifications needed to maintain compliance with FCC, CE, UL, and other standards.
Manufacturing Support
Ongoing support for your contract manufacturer. Test fixture maintenance, production test software updates, yield analysis, and quality issue investigation when problems arise on the production line.
Field Issue Investigation
When devices fail in the field, we investigate the root cause. Log analysis, firmware debugging, hardware failure analysis, and corrective action implementation to prevent recurrence.
SUPPORT TIERS
Flexible SLA Options for Every Product Stage
Standard Support
Best for products with stable field performance. Includes quarterly firmware reviews, annual security audits, and component obsolescence monitoring. Response time within 5 business days for general issues, 48 hours for critical issues.
Priority Support
Best for actively growing products. Includes monthly firmware updates, continuous security monitoring, and dedicated engineering hours for feature development. Response time within 24 hours for general issues, 8 hours for critical issues.
Critical Support
Best for mission-critical or safety-related products. Includes dedicated engineering team, continuous monitoring, immediate incident response, and on-call availability. Response time within 4 hours for general issues, 1 hour for critical issues.
HOW WE WORK
Structured Process for Ongoing Support
Issue Tracking
We use your issue tracking system or provide our own. Every reported issue is triaged, prioritized, and tracked through resolution. You have full visibility into the status of every ticket.
Release Management
We follow a structured release process with version control, changelog documentation, and staged rollouts. Every update goes through our full test suite before reaching production devices.
Testing and Validation
Regression testing, hardware-in-the-loop validation, and field simulation testing for every release. We maintain test environments that mirror your production device configurations.
Deployment
We manage OTA update infrastructure, coordinate phased rollouts, and monitor deployment success rates. If an update causes issues, we have rollback procedures ready to execute immediately.
WHY THIS MATTERS
Products in the Field Need Continuous Engineering
Component End-of-Life
Semiconductor vendors discontinue parts regularly. Without proactive monitoring and alternate part qualification, you risk being unable to manufacture your product. We track your entire BOM and alert you to EOL notices early.
Security Threats
New vulnerabilities are discovered constantly. Connected products are especially vulnerable to attacks on wireless protocols, cloud APIs, and firmware update mechanisms. We keep your product protected with timely patches.
Regulatory Changes
Wireless regulations, safety standards, and data privacy requirements evolve over time. Products that were compliant at launch may need updates to maintain certification. We track relevant regulatory changes for your markets.
Customer Expectations
Your customers expect their products to improve over time. New features, better performance, and resolved issues build loyalty and reduce churn. We help you deliver continuous value after the initial sale.
Other engagement models
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Keep Your Product Current and Secure
Tell us about your product and the support you need. We will propose a lifecycle support plan with the right coverage level, SLAs, and engineering capacity for your situation.
Schedule a Free Consultation