Fix what’s getting in the way. Keep your software moving.
Payments stop posting. A report no longer matches the records. The developer who built the system has moved on. When software your business runs on starts to slip, you need a team that can find the cause, fix it carefully, and keep it healthy.
Rocket Driver provides software maintenance and support: troubleshooting, updates, integration repairs, and planned improvements, under a monthly agreement scoped to your application.
Tell us what the application does, what needs attention, and whether you need ongoing support or a specific fix.
New York based. Working with businesses and agency partners since 2011.Examples on this page are illustrative.
Support for the work behind the screen.
A problem may appear on one screen and cost several people their afternoon. A failed payment means calls to the front desk. A broken connection means staff retyping updates. A growing product needs improvements its first version never planned for.
Before an ongoing arrangement begins, we assess the system and agree on the work, responsibilities, and support expectations.
Investigate errors and unexpected behavior affecting customers or staff. Work through how to reproduce the issue, what it interrupts, and what a suitable correction needs to address.
Plan agreed updates to the application and its dependencies. Check the affected workflows before release, rather than assuming a newer version will work with everything around it.
Assess failed exchanges and changes in connected services. Review missing records, access changes, and update failures so the proposed fix addresses how information is meant to move.
Make an existing application more useful as the business changes. Add an agreed feature, improve a difficult workflow, or adjust reporting. Larger changes receive their own scope rather than disappearing into a vague support promise.
One request, from report to fix.
Under a Rocket Driver support agreement, each request moves through four stages: the report, the cause, the fix, and the closing note. Here is a sample.
- Report
Natalie HaleOperations manager, Lakeside12 patient payments from our eight offices never posted to billing this week. Can you look?
- TriageRDRocket Driver supportInvestigating
Found the cause. On Nov 9 the payment service renamed one field the payments rely on, from office to location. We will update the connection and check it against the affected workflows.
- FixRDRocket Driver supportUpdate 2.8.1
Checked against the affected workflows: 12 of 12 payments passed. It goes live when you approve it.
Approved by Natalie - NoteRDRocket Driver supportClosing note
Update 2.8.1 is live and the 12 payments posted to billing.
Different systems. Familiar headaches.
Examples of support requests:
- A restaurant group’s online ordering: some orders never reach the kitchen screen. Find what changed and which orders were affected.
- An engineering firm’s project tracker: reports and timesheets no longer agree. Check the data behind the screen before changing the display.
- A hotel group’s booking connection: reservations reach one system but not the next. Review the connection, access, and error handling.
- A company’s software product: users need a feature the current release cannot support. Define the improvement and its effect on existing users.
Built by someone else? Start with an assessment.
You do not need to know the fix before you contact us. Share what the system does, the technology if you know it, any documentation, and the problems your team sees.
We assess whether the application is suitable for us to support. Source access, hosting, connected services, and the condition of the code affect that decision. An assessment or repair phase may come first, before monthly support can be defined.
Why Rocket Driver: the same New York team that builds custom software, apps, and integrations supports them, and has worked with businesses and agency partners since 2011.
Know what happens when you need help.
Understand the application.
Identify the people using it, the work it supports, and the systems it depends on.
Agree on coverage and priorities.
Define covered applications, request handling, access, responsibilities, coverage hours, and escalation. Separate issues affecting current use from enhancements that can be planned.
Review the change before release.
Check the agreed correction or improvement against the affected workflows. Organize project decisions and feedback in Basecamp, with release responsibilities agreed for the engagement.
Revisit support as the system changes.
New integrations, features, and users can change what the application needs. Review coverage rather than assuming the original agreement fits every future request.
Monthly support with a defined scope.
Your monthly fee reflects the application, its condition, and the support agreed. We define covered work, priorities, and responsibilities before support begins.
Assessment or repair work, hosting, subscriptions, usage charges, and larger development projects may be priced separately.
Help that explains what is going on.
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Software support questions, answered.
What does your software need next?
A problem assessed. A connection repaired. An application maintained. A product improved.
Bring us the system and the business need. We’ll discuss what needs attention and whether Rocket Driver is the right team to support it.
Existing project? Use your current Basecamp conversation for your support request.
For agencies: Offer Software Maintenance and Support under your own brand. Explore white label delivery for your clients. Explore White Label Delivery