Dedicated Support Hours
When systems wobble, you need reliable, capable hands - not a new contract to negotiate. Dedicated Support Hours give you a flexible bank of senior engineering time, delivered with an open source mindset, clear communication, and a focus on getting you back to steady ground.
You stay in control: you choose when to use the hours, what to prioritise, and how deeply we go - whether that's rapid fault-finding, careful change work, or practical guidance that helps your team move faster with confidence.
What Are Dedicated Support Hours?
Dedicated Support Hours are a pre-purchased block of engineering time that you can draw down as and when you need technical help. They are designed for businesses that want access to experienced specialists without committing to an ongoing managed service.
Time is used against real work delivered, such as troubleshooting, configuration, maintenance tasks, or technical guidance. Support is delivered remotely by default, enabling fast engagement and efficient resolution.
Hours are tracked clearly, with session records and a visible remaining balance. This gives you control over when support is used, what it is used for, and how it fits alongside your internal team.
When Systems Misbehave
Even well-managed environments can run into issues that pull teams away from core work. Failures can appear without warning, updates can introduce unexpected side effects, and performance can degrade at the worst possible time - especially when capacity, permissions, and dependencies are not fully visible.
We step in quickly to diagnose root cause, stabilise services, and make targeted changes that reduce recurrence. Where appropriate, we also document findings and improvements so your team keeps the knowledge and the environment becomes easier to run.
Rapid Incident Response
Outages and degraded services slow teams and impact customers. We triage fast, isolate the fault domain, and restore service with clear actions and notes.
Configuration & Change Support
Changes introduce risk when dependencies are unclear. We implement and validate updates with checks, rollback awareness, and environment-specific tuning.
Performance & Stability Tuning
Overload and noisy workloads undermine reliability. We find bottlenecks, adjust configuration, and recommend practical improvements to restore performance.
Technical Direction on Demand
Key infrastructure choices are often made with gaps and trade-offs. We offer pragmatic options that balance security, cost, and maintainability.
Built for Your Environment
Every industry brings different constraints, risk profiles, and operational pressures. Dedicated Support Hours give you server-focused assistance that fits your environment - whether you're running on-premise, in the cloud, or across a hybrid footprint.
Retail
Server and network support to keep critical services stable, including authentication, back-end systems, and connectivity that trading relies on.
Hospitality
Support for server-backed services that power guest experiences, including access services, back-office systems, and reliable connectivity for peak periods.
Telecoms
Assistance with server and platform components that underpin operations, including monitoring, access control, secure administration, and uptime-focused incident handling.
Manufacturing
Help to keep production-adjacent services dependable, including on-site servers, connectivity dependencies, access services, and performance issues that can cascade into downtime.
Healthcare
Server and access support aligned to strict privacy expectations, including secure administration, backups, patching considerations, and incident guidance to reduce operational risk.
Education
Support for shared-service platforms and core server components, including directory services, access, onboarding/offboarding, and keeping teaching systems reliable with minimal overhead.
What Working With Us Looks Like
Dedicated Support Hours are designed to be simple to use, easy to track, and tailored to your environment. You get direct access to experienced engineers who work methodically, communicate clearly, and keep you in control.
Clear, Predictable Pricing
Rates start from £200 per hour, with better value available when you purchase larger blocks.Practical Coverage Across Your Stack
Use your hours for server troubleshooting, configuration, maintenance tasks, security hygiene, and technical guidance that supports better decisions.Straightforward Request Tracking
Log and track requests through our support portal, with progress updates and session notes kept in one place.Remote-First, Fast to Engage
Support is delivered remotely for speed and flexibility, so you can get help quickly without added coordination.
Support Delivery, Made Simple
Our approach prioritises responsiveness, accuracy, and transparency. Once you purchase a block of Dedicated Support Hours, we set you up to raise requests quickly, share context securely, and get the right engineer engaged without unnecessary delays.
You will always be able to see what has been used and what remains, with session records that document actions taken and outcomes. We guarantee a response within one working day, and we will triage urgent issues promptly to reduce risk and downtime.
Block Purchasing With Flexible Usage
Hours are purchased in blocks of five and can be used in 30-minute increments, making it easy to apply support time precisely where it is needed.
Documented Work, Every Time
Each engagement is recorded with notes on diagnosis, changes made, and recommended next steps, so you retain a clear operational history.
Time That Stays Available
Unused hours remain valid for 12 months, giving you breathing room to use support when priorities shift or issues arise.
Why Choose OnyxSis?
Open source is in our DNA
We build our work around open source principles because they create better outcomes for clients: clarity, portability, and fewer dead ends. That mindset shapes how we think, how we communicate, and how we solve problems.
Senior engineers, human approach
You work directly with experienced engineers who take ownership and explain the "why", not just the "what". We stay approachable and candid, even when the situation is messy or time-critical.
Outcomes You Can Expect
You will get clear visibility of what we have done, why we have done it, and what we recommend next. That transparency keeps you in control and makes decisions easier to justify internally.
You can expect pragmatic problem-solving that respects your constraints and avoids one-size-fits-all answers. We will challenge assumptions when it helps, and we will keep pushing until there is a workable path forward.
Confidence without commitment
When you need expert help, you should get it without locking into long-term terms. We stay flexible, so you can scale support up or down as priorities change.
If you want ongoing cover and defined service levels, our SLA-Based Technical Support provides structured response times and continuity - ideal for predictable day-to-day support.
Either way, you get a team that treats your environment like it matters. Tell us what you're trying to achieve, and we'll help you choose the next step.
Senior Help, When It Counts
Use a flexible bank of expert hours for incidents, changes, tuning, and guidance - tracked clearly, used only when you choose.
