Software engineering
Application support
A live application needs people who know it. We provide support teams with agreed scope, hours and reporting, and a plan to reduce incidents over time.
What organizations bring us
Support goes wrong when knowledge sits with one person, tickets are closed without finding the cause and there is no time for improvement. The same incidents return every month.
We set up tiered support with documented runbooks, record the cause of recurring problems and reserve capacity for fixing them. Coverage hours, response targets and reporting are set in the statement of work to suit your business.
What the platform covers
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Tiered support
First-line triage, second-line investigation and developer-level fixes with clear escalation.
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Incident and problem management
Restore service first, then find and fix the cause.
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Defect fixing and enhancements
Prioritized backlog with a monthly capacity.
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Release support
Deployment, smoke testing and rollback readiness.
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Monitoring
Health checks, logs and alerts mapped to runbooks.
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Knowledge management
Runbooks, known-error database and onboarding material.
Starting a support engagement
- 1
Understand the application
Review code, infrastructure, tickets and documentation.
- 2
Shadow
Work alongside the current team.
- 3
Take over
Assume responsibility in stages as agreed.
- 4
Stabilize
Fix the top recurring causes.
- 5
Improve
Report trends and propose changes.
What you receive
- Transition plan
- Runbooks and known-error records
- Service reports
- Improvement backlog
Managed support options
- Coverage hours defined in the statement of work
- Response and resolution targets agreed per priority
- Monthly service report with trends
- Named lead for the account
- Quarterly improvement plan
- Transition-in and transition-out plans
Questions people ask
Is support available around the clock?
It depends on the arrangement. Coverage hours and response targets are set in the statement of work. We do not state a general round-the-clock commitment.
What if the original developers are gone?
We start with a review to see what documentation and tests exist, then build what is missing before taking on full responsibility.
Related
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Application managed services
Support, maintenance and enhancement of business applications and ERP, run under an agreed scope and reported monthly.
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Quality engineering
Test strategy, automation, performance and reliability engineering built into the pipeline.
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Managed services
Ongoing support for applications, ERP, cloud and infrastructure under agreed scope, hours and reporting.
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