Application support
- Issue resolution
- Fixes and patches
- Version and dependency upgrades
- Root-cause follow-up on repeat issues
Application support
Application Support & Managed Services
Go-live is the start, not the finish.
Issue resolution, fixes, enhancements and upgrades for software in use. Support scope, hours and response expectations are agreed per engagement.
The problem
When the system is live but nobody owns it
What buyers usually tell us:
- Small fixes wait weeks because the original team has moved on.
- Every change request turns into a new project.
- Upgrades keep getting postponed.
- We are not sure who to call when something breaks.
After go-live
Support → Fix → Enhance → Improve
How support runs once the system is in use. Not a response-time guarantee.
1
Support
Issue resolution and day-to-day care
2
Fix
Fixes and patches within the agreed scope
3
Enhance
Change requests, upgrades and roadmap improvements
4
Improve
Improvements agreed in the engagement
What we do
Application support and maintenance.
Issue resolution, fixes, enhancements and upgrades. Support scope, hours and response expectations are agreed per engagement.
Enhancement
- Change requests and new features
- Roadmap-based improvements
- Ongoing improvement agreed in the engagement
Agreed per engagement
- Support scope
- Support hours
- Response expectations
- How issues are reported and prioritised
Delivery
How support is set up
- Discover
- Architect
- Engineer
- Deploy
- Optimise
Before support begins we agree the scope, hours, response expectations and how issues are reported. How we work
If the system needs rebuilding rather than supporting: Custom Software Development
FAQ
Questions buyers ask
- What are the support hours and response times?
- Support scope, hours and response expectations are agreed per engagement. We do not publish standard support windows or response times.
- How are enhancements handled?
- Change requests are scoped and prioritised with you. Small changes fit within the agreed support model; larger ones are scoped as separate pieces of work.
- Can support continue after we build with you?
- Yes. Support is commonly agreed at the end of a build, so the same engineers who know the system can continue to look after it.
Need someone to own the system after go-live?
Tell us what the system does, who uses it and what needs attention. We reply with how a support model could be agreed.