From Hartlepool to India: Building a 24/7 Tech-Fixing Powerhouse

We’ve been featured in The Northern Echo this week for a milestone moment: opening our second office in India and taking a big step toward a truly 24-hour support model. If you’d like the full piece, here it is: The Northern Echo article.

Why this matters

Our clients don’t work on a 9–5 timetable—and neither do critical issues. Expanding to India means we can progress towards follow-the-sun coverage, shorten lead times, and keep complex platforms stable without waiting for the next business day. It’s the practical foundation for our next chapter: widening delivery into the Middle East and the US, while keeping the heart of our culture in Hartlepool.

The model: real people, real fixes, around the clock

We’re building an always-on service that’s more than a rota. It’s a joined-up operating model:

• Follow-the-sun triage: handovers between the UK and India every day, with shared playbooks for incidents, releases, and priorities.

• 3-hour reply rate on maintenance plans, with clear SLAs and escalation paths.

• Dev → stage → live pipelines and rollback plans so fixes ship safely, not urgently.

• Observability first: logging, alerting, and error tracking so we see issues before customers do.

• “Rethink, Not Rebuild”: fix what you have, protect brand continuity, and avoid needless cost and downtime.

Resolve Academy: opening doors, growing talent

We’ve launched Resolve Academy in India, mirroring the approach that’s worked in Hartlepool. The idea is simple: create opportunity and raise standards.

• Structured onboarding for graduates and career-changers.

• Pair programming & shadowing with senior engineers and ops.

• Weekly clinics on performance, security, accessibility, and release discipline.

• Real projects, real accountability, with support from project managers who care about outcomes, not just tickets.

I care deeply about this part. Giving people a chance—training, mentoring, and helping them find their footing is why I do this. The Academy lets us scale without losing our soul.

Protecting culture at scale

Growth means nothing if you dilute what made you good. We’re intentional about culture: plain-English comms, honest status updates, sensible processes, and ownership at every level. The teams in Hartlepool and India work as one group with the same standards, the same playbooks, and the same bias toward getting stuck in and fixing what others won’t and cannot.

From Durham to Dubai (and beyond)

We already support businesses from Durham to Dubai, rescuing platforms others have written off, Shopify stores with failing integrations, WordPress and Magento sites with performance bottlenecks, and mobile apps that need to pass store reviews and stay there. The India office strengthens that delivery today and prepares us to extend coverage into the Middle East and the US as demand grows.