Application support and maintenance services are aimed to ensure that applications are highly available, reliable, and
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The Scope of Our Services
Application support
Resolution of identified issues of different complexity (from basic usage problems to application code/database defects).
Application maintenance
Continuous application monitoring and optimization.
Agile-driven application evolution: introducing new app features and integrations, re-architecting, etc.
Application support
Creating and maintaining detailed information for user self-service.
- Product and technical information.
- Manuals.
- FAQs.
- Knowledge base with convenient search.
Solving basic application usage issues.
- Receiving and registering requests submitted via phone/video calls, chat, social networks, email, self-service portal.
- Prioritizing support requests.
- Solving basic user issues (e.g., password reset, logging in/out, etc.).
- Escalating unsolved issues to the next support level and providing issue status updates according to an agreed SLA till resolution.
Fixing application configuration and infrastructure issues.
- Resolving software configuration incidents.
- Administering application environment and user accounts.
- Software installations.
- Log investigation for root cause analysis of the issues.
Application maintenance
Application evolution
Introducing application enhancements.
For custom applications:
- Developing new application features.
- Adding software integrations.
- Application re-architecting, containerization.
For platform-based applications:
- Introducing new application customizations.
QA and testing
Ensuring the application quality and undisrupted functioning during defect fixing, introduction of new app features, and integrations.
- Manual and automated testing.
- Unit, API, and UI testing.
- Exploratory and regression testing.
- Functional testing.
- Integration testing.
- Compatibility and localization testing.
- Security testing.
- Usability testing.
