Maintenance Services
- Mobile Apps
- Cloud apps & SaaS
- Web Apps
- Database apps
- Desktop apps
- ERP Softwares
Our Support & Maintenance Process
Service Level Agreement
A service level agreement governs our services. As a result, it guarantees the client's project will be handled well. SLAs outline the response time for our team to deliver a solution for the client and what will happen if we do not deliver. As a team, we understand how vital our maintenance & support is to your project's success.
As part of our Service Level Agreement (SLA), we outline how we will respond to your requests, including 24/7 customer support and same-day service. This agreement helps us stay accountable and also helps you know what to expect from us regarding response time and quality of work. This document helps us develop an understanding of what you expect from us and also helps us to understand better how we can provide our services.
Service level agreements (SLAs) detail how services will be provided and are formalized. For example, depending on the scope of the app support and maintenance support service, a service level agreement may include the following:
· The terms used for application support include hours of support, e.g., 8 per week, 12 per week, 24 per week, 24/7, the size of your support team, your communication channels, the software you use, and your KPIs.
· The app maintenance support process includes many terms, such as app evolution roadmaps, features backlogs, performance requirements, security plans, and KPIs.
Formal Request
First, we will determine the cause of the defect after receiving your maintenance and support request. So that we can provide you with assistance, you must describe what kind of defects you are facing in your software which will help us to analyze the software and understand the causes of defects. Before diving into technical details, it is important to understand the defect and why it is happening.
Our team will determine what course of action is most appropriate for you based on the information we gather. We schedule a meeting with you to discuss your existing software problems and any changes or updates you have made. We will gain a better understanding of your business goals, project requirements, and problems by discussing them with our team.
System Analysis
We have a support team that identifies the root cause of a defect and recommends solutions. As part of the IT support and maintenance process, we analyze your business needs, app requirements, architecture, tech stack, functionality, and the backlog of defects and change requests.
To determine the root cause of the defect, our support team assesses your systems after understanding all potential impacts. Our team will identify the issue and recommend possible solutions to the defects. To improve the performance of systems, our skilled system analysts diagnose and fix the root causes of failures.
Using predictive analytics tools, we also identify potential problems before they occur. Detecting and eliminating potential problems is possible with our application monitoring system. This way, innovation is reduced, and business growth is sustained and uninterrupted. We mitigate incidents to a minimum and respond quickly to unforeseen events by combining highly skilled and experienced engineers with a software management attitude.
Solution Evaluation
After analyzing your system end-to-end, we identify and categorize the vulnerabilities. Then, our software engineers estimate the most suitable solutions based on the information gathered from the analysis, the problems you are experiencing, and the best practices to solve your problems.
Introducing new code into the production environment can significantly affect application performance, stability, and scalability. Therefore, we document the impacts of any new changes before introducing them. Then, within an agreed timeframe, we ensure that the organization is well versed with the current technologies through regular version updates, backups, server upgrades, etc.
Implementation
Managing support tickets and producing bug reports is the responsibility of our Technical support Lead. Support staff members receive tickets and begin handling them as soon as they are received.
By using debugging tools, we identify bugs. By doing so, developers and testers will have an easier time fixing the problem. Developers and testers use review logs to identify potential issues before deployment. By looking at these logs, they can identify the root cause of a bug and compile a list of all the steps that led to it.
In production, debugging tools are commonly used to resolve errors like invalid requests and insufficient data coming from third-party APIs. To fix these problems before they get worse, debugging tools can determine what went wrong, why it went wrong, and how to fix it. Our support team resolves all errors described in your maintenance & support request. Furthermore, we assist with any billing, account management, or account security concerns you might have about our service.
Testing
The changes we make to your system are tested using a unit test framework to validate that they are delivered correctly to correct faults and ensure the reliability of your codebase. Developer runs unit tests on his computer before integrating them into the main build.
The development cycle uses unit tests from design to implementation and even after release. It is possible for developers to test their code while they are developing it, so that errors can be found before the code is released. As a result, we ensure your codebase's long-term stability and reliability.