Application support and maintenance services are aimed to ensure that applications are highly available, reliable, and
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.
