Koha Support & Maintenance — Someone to Call Before It Breaks

Yes — it is a large part of what we do. We start with an audit of what you have, write up what is configured and what is broken, fix the immediate problems, and then maintain it. You are not required to rebuild anything first.

All of it. Cataloging and MARC frameworks, circulation and loan rules, holds, fines and accounting, patrons and categories, acquisitions and funds, serials, reports, authorities, course reserves, interlibrary loans, the OPAC, Z39.50 and SRU copy cataloging, batch import and export, and the scheduled jobs behind all of it. Data migration is the one piece with a page of its own, because it is a project rather than a maintenance task — but if the problem is in a Koha module, it is in scope, and you do not have to work out which module it belongs to before you write to us.

It depends on the level and is agreed in writing rather than advertised as a number we might miss. As a guide: next business day on Essential, priority within your working hours on Managed, and an agreed target on Managed +. Something that has stopped circulation is treated as urgent on every level.

For a system we host, no — it is already ours to maintain. For a system you host we need an account we can reach it with. That account is named rather than shared, scoped to what the work needs, used over a key rather than a password, and revoked when the engagement ends. We will document exactly what was granted and put it in writing before anyone connects, and your team can revoke it at any moment without asking us.

Yes. Being behind is normal and it is usually fear rather than difficulty that caused it. We take a copy, run the upgrade against that first, work through whatever breaks, and only then schedule the real one — typically outside your term time.

On Koha Cloud everything on the list above is simply how the service runs — there is no separate support contract to buy, because there is no server for you to maintain in the first place.

Then you move. You get a full export — MARC21 for the bibliographic records, CSV for patrons, holdings, circulation history and fines — and we will help hand it over. Nothing in the arrangement is designed to make leaving hard.