Builder care

​​Software that never goes out of date

Your aftercare warranty for tailor-made software. That’s updates, bug fixes & infrastructure monitoring. Your business won’t stop. Neither will we.

Builder care Image
What is Builder Care?

A service that proactively updates your app so you’re never blindsided by third-party changes that could easily bring it all down. For example, if Facebook changes their login, we’d rebuild your Facebook Login feature. It’s all done seamlessly as changes happen – so you won’t even notice.

Builder Care protection
Builder care services
Just like apps, not all maintenance was created equal

That’s why, unlike some competitors, we segment our app maintenance over multiple care options - from Standard to Enterprise Care.  It helps your business scale up at a rate that suits you. Once you know that your app is about to experience a great deal more traffic, or that you need to make serious adaptations to keep up with the times - you can upgrade whenever you want, to whatever you want.

Stay in control

Keep the software you’ve built with us in peak performance, forever. All our Builder Care plans include 24/7 monitoring, bug fixes, platform updates and much more – to offer your application security and stability to keep on going. As your business scales and your requirements increase, you can switch plans to include application enhancements or Infrastructure and application performance monitoring (APM) and more, as you need them.

Builder care delivery
Feature
24/7 uptime and performance monitoring
Load planning and monitoring
Application bug fixes (permanent fixes for recurrent issues)
Root Cause Analysis
Platform updates for iOS & Android
Third-party API/SDK updates for all standard features 
Third-party API/SDK updates for all custom features [1]
Security patches and backup management [2]
Updated tech-stack
Infrastructure and application performance monitoring (APM) [3]
Application enhancements
Multi-channel support
Uptime commitment
Standard Care
-
-
-
-
-
Online, chat & email: average 24 hour response time
-
Standard Care Plus
30% current [4] app features can be enhanced every year (7.5% each quarter)
Online, chat & email:  average 24 hour response time – and 4 hour response commitment for severe issues
99.95%
Enterprise Care
30% current [4] app features can be enhanced every year (7.5% each  quarter)
Online, chat & email: average 24 hour response time – and 4 hour response commitment for severe issues
99.999%
Enterprise Care Plus
50% current [4] app features can be enhanced every year (12.5% each quarter)
Online, chat & email: average 24 hour response time – and 1 hour response commitment for severe issues
99.999%

[1] If part of your original software
[2] Excluding any third-party, SDK, security, feature, custom integration or browser addition – that wasn’t part of your Buildcard.
[3] If hosted with Builder Cloud
[4] Features covered under your Buildcard

Feature
24/7 uptime and performance monitoring
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
Load planning and monitoring
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
-
Application bug fixes (permanent fixes for recurrent issues)
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
Root Cause Analysis
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
-
Platform updates for iOS & Android
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
Third-party API/SDK updates for all standard features 
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
Third-party API/SDK updates for all custom features [1]
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
-
Security patches and backup management [2]
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
Updated tech-stack
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
Infrastructure and application performance monitoring (APM) [3]
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
-
Application enhancements
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
-
30% current [4] app features can be enhanced every year (7.5% each quarter)
30% current [4] app features can be enhanced every year (7.5% each  quarter)
50% current [4] app features can be enhanced every year (12.5% each quarter)
Multi-channel support
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
Online, chat & email: average 24 hour response time
Online, chat & email:  average 24 hour response time – and 4 hour response commitment for severe issues
Online, chat & email: average 24 hour response time – and 4 hour response commitment for severe issues
Online, chat, phone & email: average 24 hour response time – and 2 hour response commitment for severe issues
Uptime commitment
Standard Care
Standard Care Plus
Enterprise Care
Enterprise Care Plus
-
99.95%
99.999%
99.999%

[1] If part of your original software
[2] Excluding any third-party, SDK, security, feature, custom integration or browser addition – that wasn’t part of your Buildcard.
[3] If hosted with Builder Cloud
[4] Features covered under your Buildcard

FAQs
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What is a critical issue? What’s the standard response and resolution time for them? 

A critical issue is a very time sensitive concern that impacts the continuity of a process flow, such as a service down emergency. They must be escalated immediately to ensure quick resolution. Depending on your Builder Care plan, we provide a commitment of 2 to 8 hours for resolving critical issues. 

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Does Builder Care support third-party API/SDK updates? 

Yes, third-party API/SDK updates are included for all standard features. For any custom feature that was part of your original Buildcard, it’s also included in your Builder Care plan.

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Do you offer scheduled system maintenance for infrastructure running my app/website? 

Our systems run 24/7 for uptime and performance monitoring, thus providing immediate support for crashes, in all our Builder Care plans. This is upgradable to Infrastructure and application performance monitoring (APM) with Standard Care Plus, Enterprise Care, and Enterprise Care Plus. 

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What are the channels available to a user to flag concerns? 

We provide multi-channel support with all Builder Care plans. You can flag your concern using our website, chat, or email.