--- type: Static title: Product Support description: Ongoing senior engineering for platforms in production — including platforms we didn't build. Support retainers from $1,495 a month ex GST. resource: https://nationaldigital.com.au/services/product-support/ tags: - product support - application support and maintenance - software maintenance services - take over an existing application - legacy application support timestamp: '2026-08-28T00:00:00.000Z' --- # Product Support Ongoing senior engineering for platforms in production — including platforms we didn't build. Support retainers from $1,495 a month ex GST. **Ongoing senior engineering for platforms in production — including platforms we didn't build. Monitoring, maintenance and staged improvement, from the team that answers when it matters.** ## Does National Digital support software it didn't build? Yes. Product Support is an ongoing engineering retainer for production platforms, including applications built by other teams. It starts from $1,495 a month ex GST, after a paid technical assessment of the code, infrastructure and documentation. Every retainer commits at least one team day each month; larger allocations are quoted on the same structure. ## Support is part of the product Software doesn't stop needing engineers the day it ships. Product Support is National Digital's named offer for keeping production platforms healthy and moving: monitoring, maintenance, small improvements and an owned roadmap, delivered by the senior engineers who build our platforms — not a separate support tier. It applies to platforms we built, and to platforms we didn't. ## What's included each month The entry retainer commits one team day — eight hours — every month, drawn from engineering, design, QA and delivery as the work requires. Unused hours roll into the following month, and holding a retainer unlocks a discount on our standard rate card for work beyond the committed day. Retainers run on 30 days' notice: leaving is easy, so staying is a decision. ## Engineering support, not a helpdesk Product Support is not managed IT. We support the application and platform layers — code, integrations, infrastructure, performance, reliability — under an engineering retainer. We don't manage laptops or office networks, and we don't run a ticket queue. ## Taking over a platform someone else built Inheriting a fragile, undocumented or unsupported platform is one of the most common reasons people call us. A takeover starts with a paid technical assessment — code, infrastructure, security posture and documentation — so you get an honest read on what you own before committing to anything. The [Product & Development Plan](/services/product-development-plan/) runs this assessment as its second workshop for rescue engagements. From there, most platforms move onto a support retainer; some justify staged rebuilding, and the assessment tells you which yours is. ## Legacy platforms, supported through the transition A legacy estate — an ageing WordPress install, an application on an end-of-life stack — can be supported while it moves to something better. We keep it patched, monitored and stable as a path into modernisation, not as a standing maintenance product. ## Common questions ### Can you take over an application built by another team? Usually, yes. We start with a paid technical assessment of the code, infrastructure, security posture and documentation, and give you an honest view of what you own. From there the platform moves onto a support retainer, into a staged rebuild, or — if it's genuinely sound — back to whoever runs it, with the assessment as your record. ### What does Product Support cost? The entry retainer is $1,495 a month ex GST for one committed team day (eight hours). Unused hours roll into the following month, holding a retainer discounts our standard rate card for extra work, and notice is 30 days. Larger allocations — five, ten or twenty days a month — are quoted on the same structure. ### Is this managed IT support or a helpdesk? No. Product Support covers the application and platform layers — code, integrations, infrastructure, performance and reliability — under an engineering retainer. Device management, office networking and end-user helpdesk are different services, and we don't offer them. ### Do you support WordPress sites? As a transition, yes. We'll keep a legacy WordPress estate patched, monitored and stable while it moves to a platform that fits better. What we don't sell is a standing WordPress maintenance plan with no destination. ### What happens if we want to leave? Thirty days' notice, and you keep everything: code, infrastructure, documentation and runbooks live in your accounts and repositories wherever practical. Support is meant to be worth keeping, not hard to cancel. ### Who does the work? The same senior Australian engineers who build our platforms — support isn't handed off to a separate tier. That's deliberate: the person fixing an incident should be someone who can also improve the system so it doesn't recur. ## What Product Support costs An ongoing engineering retainer for platforms in production — including platforms National Digital did not build. One committed team day each month covering monitoring, maintenance, small improvements and roadmap work, delivered by the senior team. ### Keeping it healthy The standing work that stops a production platform decaying: monitoring, patching and answering when something breaks. - **Monitoring, patching and dependency updates** — AUD 560–AUD 560 per month: Production platforms decay without attention — dependencies age, certificates lapse, integrations drift. This is the work that stops that. - **Incident response and fixes** — AUD 374–AUD 374 per month: When something breaks in production, the engineers who know the platform respond — and fix the cause, not just the symptom. ### Keeping it moving The improvement work that makes a supported platform better each quarter rather than merely alive. - **Small improvements and change requests** — AUD 374–AUD 374 per month: The steady stream of small changes a live platform accumulates — handled inside the retainer instead of queued for a project. - **Roadmap and review** — AUD 187–AUD 187 per month: A written record of what changed and why, and a prioritised view of what should happen next. **Total:** AUD 1,495–AUD 1,495 **Payment terms:** Invoiced monthly in advance. 30 days' notice either way; unused hours roll into the immediately following month only and have no cash value. ## Bring us the platform you're worried about. Book a 30-minute call with an engineer — an honest read on the state of what you're running and what supporting it properly would take. No pitch deck, no obligation. ## Related **Related:** - [National Digital - Custom Software, AI & Platforms](/okf/home.md) - [Talk to an engineer.](/okf/contact.md) - [Careers at National Digital](/okf/careers.md) - [Graduate Full-Stack Web Developer](/okf/australia-remote-graduate-full-stack-developer.md) - [Senior Software Engineer (Frontend)](/okf/australia-remote-senior-software-engineer-frontend.md) - [Senior Software Engineer (Backend)](/okf/australia-remote-senior-software-engineer-backend.md) - [Privacy Policy](/okf/privacy.md) - [Website Terms of Service](/okf/terms.md) - [Accessibility Statement](/okf/accessibility.md) - [Small team. Serious platforms.](/okf/about.md) - [Real platforms, in production.](/okf/case-studies.md) - [Senior engineering, end to end.](/okf/services.md) - [Knowledge library.](/okf/expertise.md) - [QA & Test Automation Engineer](/okf/australia-remote-qa-automation-engineer.md) - [Governance and Credentials](/okf/governance.md) - [Information Security and Privacy Statement](/okf/governance/information-security-and-privacy.md) - [Quality Policy](/okf/governance/quality-policy.md) - [Work Health and Safety Policy](/okf/governance/work-health-and-safety-policy.md) - [Environmental Policy](/okf/governance/environmental-policy.md) - [What will it cost to build?](/okf/estimate.md) - [Product and Development Plan](/okf/services/product-development-plan.md)