Application support and maintenance, after go-live.
For anyone running a system or AI tools in production, whether or not we built them. Products change under you; someone has to watch.
Support for what we delivered and for what you already run: fixes and improvements, monitoring pointed at your stack, and a person to call when something drifts.
What is included
- Fixes, improvements and small changesOn a cadence you choose, with each change recorded.
- Monitoring and re-testsWhen a vendor ships a new version, we re-check it so a regression is caught before your customers find it.
- Incident watchAcross the tools you depend on, drawn from the public incident registry and your own environment.
- Cost, usage and outcome reviewsPeriodic reviews with a recommendation to keep, change or retire each tool.
- Hands-on help for your teamQuestions, fixes and adjustments as your processes change.
- A named point of contactOne person who knows your system, not a ticket queue.
You get a retained point of contact, a monitoring report on a cadence you choose, and no surprises when a vendor changes something.
Who it is for
- Organisations with a system in productionIt works today and nobody is watching what changes underneath it.
- Teams running AI tools they did not buildThe vendor updates the model or the terms, and the behaviour shifts.
- Companies whose original developer has moved onYou need someone to take the system over and keep it healthy.
- Clients of our implementation lineSupport continues from the same desk that built the system.
Sectors
Each sector has its own regulation, systems and first safe process. These are the ones we know and deliver in, with our partners. All sectors
- BankingKYC and re-KYC processing, reconciliations and service desks connected to core banking, with DORA, GDPR and the EU AI Act as design input.
- Non-banking financial servicesLending, leasing, payments and wealth: document intake and checks, servicing communications and exception handling.
- InsuranceClaims intake and document processing, policy servicing and payout workflows with audit trails.
- TelecomNOC incident triage and runbook execution, and care agents that act rather than only answer.
- Healthcare & care providersAdministrative work first: referrals, scheduling and staff self-service. Data stays in the clinical system; a person signs.
- Legal & professional servicesIntake, document triage and matter summaries behind a one-page AI policy the tools enforce.
- Manufacturing & logisticsOrder-to-cash and procure-to-pay exceptions, maintenance ticket triage and shop-floor IT support.
How an engagement runs
Scope
A short call about the system, who uses it and what has gone wrong before.
Take over
We read the system, its documentation and its dependencies, and write down what we found.
Agree the cadence
What is monitored, how often you get a report, and how requests are raised, all in writing.
Run
Monitoring, fixes and reviews on that cadence. You hear about a vendor change from us first.
Independence
Advice is only worth something if the adviser has nothing to sell you on the side. Three rules, the same on every engagement.
- No rated company pays for its rating.Hlido also runs an independent AI review desk. Its reviews, scores and re-tests are free and cannot be bought, sped up or removed. The practice is paid only by the organisation doing the work with us.
- Advisory work never changes a verdict.If a tool we have tested comes up in your project, you get the published evidence and our reading of it. A score does not move because someone is paying to hear it.
- Relationships are disclosed.Where we work with a company whose product is on the record, the record says so. See the conflict-of-interest policy.
Questions
- Do you support systems Hlido did not build?Yes. Support starts with a short take-over: we read the system and its dependencies and tell you in writing what we found before agreeing a cadence.
- What are your support hours and response times?Published business hours are Monday to Friday, 9:00 to 18:00 Prague time. Response times and any cover outside those hours are agreed per engagement and written into the scope.
- What happens when an AI vendor changes its product?We re-test the tool against what it is supposed to do for you and tell you what changed. The same monitoring feeds Hlido's public incident record.
- How is the work priced?Every engagement is scoped and quoted per engagement, in writing, before work starts. There is no charge for the first conversation.
Start a conversation
Tell us what you are trying to do.
One message is enough: your organisation, the decision or problem in front of you, and how you would like to talk. You will hear back from a person, usually within one working day.
Scoped and quoted per engagement, in writing, before work starts.
Related services
- Software development & AI implementationDesign, development and delivery of custom software and AI systems: integrations, AI agents and workflow automation, acceptance testing before go-live, training and hand-over.
- IT operations automationAgentic service desks for IT, HR and finance, IT operations automation, RPA, intelligent document processing and conversational AI, delivered with channel partner AutomationEdge.
- CybersecurityRegulatory compliance, security risk and gap assessment, penetration testing (VAPT), AI security and governance, threat intelligence, endpoint protection and SOC/NOC support, delivered with channel partner IrisInfosec.