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+44 (0) 23 9204 6323Application Maintenance and Support Services
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In today's dynamic market, delivering excellent enterprise solutions is merely the table stakes. Exceptional support teams that elevate those solutions to world-class standards are the true differentiators driving success. Studies emphatically underscore the transformative power of cost-effective enterprise support, propelling products to unparalleled effectiveness.
Application Maintenance and Support Services ensure the continuous functionality and reliability of software systems post-deployment. This vital service encompasses a spectrum of tasks, including bug fixing and performance optimization to adapt to evolving requirements and technologies. Favoring constant monitoring and immediate problem-solving, Maintenance and Support Services’ primary objective is to maximize availability, improve the end-user’s satisfaction, and extend application life cycles. These services are ecosystem-powered by using the technical know-how and established approaches with the intention to create safety because in today’s world software should be able to adapt to the future needs of a business.
At Aress, we champion the paramount importance of superior support services for organizational thriving. We embark on a deep understanding journey, immersing ourselves in your business domain, technology, processes, and applications. This profound knowledge informs the design of tailored support solutions that deliver exemplary service to your customers. Our business-centric approach leverages well-defined processes to flawlessly maintain and support even the most intricate systems and infrastructures.
Our 24x7 live online support empowers customers with immediate remote connections to their PCs. This virtual proximity enables our expert help desk technicians to troubleshoot desktop issues in real-time, as if they were physically present, requiring only an internet connection. Furthermore, our Application Support services provide you with a highly qualified and certified team of experts, alleviating the recruitment, training, and fulfillment burdens associated with establishing a world-class support ecosystem.
Our team of experience IT support agents provides remote assistance for basic troubleshooting issues, hardware issues and provides instant resolutions to IT applications, systems, products, and components, such as -
Microsoft Applications
Data Storage Solutions
eCommerce Application
Website Builder Tools
CRMs and Accounting Software
Our Application Support and Maintenance Services Included
Application Support at Aress encompasses a variety of subservices aimed at providing assistance and ensuring the smooth functioning of software applications. These subservices may include:
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Help Desk Support: As a way of addressing users’ queries and concerns as they seek to use the application, creating an online help desk that users can report issues to, ask questions or seek assistance from.
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Troubleshooting and Issue Resolution: Troubleshooting hardware and software-related problems, errors, and breakdowns which users encounter and, thus, minimizing their impact on the users’ operations.
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Configuration Management: Coordinating the environments of the applications to make sure that all the parameters provided are appropriate to the user or organization's needs.
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Software Installation and Deployment: Helping in the deployment process of the application on different environments such as testing, staging, and production.
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Performance Monitoring and Tuning: Tracking the relevant metrics of applications and services, detecting the slow or problematic areas and applying appropriate optimizations to increase the rate, response time and extensibility.
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Patch Management and Updates: The ability to coordinate and manage how applications, programs release new versions, updates, patches or hotfixes in order to address issues such as new security threats, bugs, and compatibility problems.
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User Access and Security Management: All management related to user accounts, access permissions, and security settings that will prevent unauthorized access and various kinds of breaches to the company’s data and resources.
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Feedback Collection and Analysis: Collecting feedback from users, creating profiles, and characterizing typical customers and their complaints/suggestions and ideas for the improvement and upgrade of the application.
These subservices collectively contribute to the overarching goal of Application Support: to ensure that users can effectively use the application to achieve their goals while receiving prompt assistance and guidance whenever needed.
Our Processes
Support Escalation Structure
Tier 1 Support
- Acts as the initial point of contact for all support incidents.
- Efficiently gathers information and documents user issues through comprehensive trouble tickets.
- Performs basic hardware and software troubleshooting to resolve common problems.
- Escalates unresolved issues to Tier 2 Support for further investigation and resolution.
Tier 2 Support
- Comprises experienced engineers equipped to handle complex hardware and software issues.
- Analyzes escalated incidents from Tier 1 and conducts in-depth diagnostics and troubleshooting.
- Collaborates with third-party (vendor) support engineers, when necessary, to leverage specialized expertise.
- Implements advanced solutions and workarounds to resolve intricate problems.
- Provides escalation path to internal specialists or product development teams for critical or persistent issues.
Case Studies & White Papers
FAQ’s
Application maintenance is an important phase to minimize the vulnerability of software, to make it serve its intended purpose intact, and if not, then modified to serve the desired purpose. Here’s why maintaining applications is important:
Ensuring Ongoing Functionality: It provides solutions to many bugs and problems that may occur with the application once it is released to the market. This is imperative in ensuring that the application does not develop shortcomings that make it non-functional. It may require upgradation if the new versions of the operating systems, browsers or other platforms are launched.
Enhancing Security: It is normal to discover new security threats in Software. This is done to ensure updates containing security measures are applied to your application to prevent any vulnerability that may be exploited by a hacker. Updating also guarantees that your app meets the current security requirements and practices that will help to avoid any breakdowns with user data.
Implementing New Features: Regarding the requirements that might emerge over time due to users’ reactions, maintenance enables the incorporation of new characteristics and improvements to the software, which helps to stay up-to-date and protect the competitive advantage. Conducting maintenance gives one a perfect chance to introduce new technologies and trends useful in improving the users’ experience.
Supporting Business Objectives However, with maintenance, you can make adjustments depending on the changes that may occur in the market such as changes in business needs, changes in laws, or new competition.
An application maintenance team is accountable for supervising an application and adjusting it or fixing any issues that may occur about its functionality, its security, and its utility to its users during its life cycle. Their action includes a set of tasks that are related to solving the problems, and increasing efficiency, as well as adjusting the application to new conditions.
An application maintenance team plays a critical role in ensuring the ongoing success of an application by:
- Quenching customer’s complaints and eliminating problems.
- Optimizing performance and security.
- Managing users’ support and feedback.
- Adding and improving features.
They are concerned with the compatibility and interfaces of the software and its dependence on other software systems.
The methods here include:
- Managing backups and recovery.
- Performing testing and quality control.
- Managing changes in versions and their release.
The execution of these activities ensures that the maintenance team is effectively maintaining the application's reliability, security, user needs, and business objectives.
An application maintenance team’s primary task is making sure that an application can be used in the way that is intended, is not vulnerable to attack, and continues to meet users’ demands and new technologies after it has been deployed. Their work entails several tasks aimed at solving problems, enhancing efficacy, and accommodating altering demands in the application.
Application maintenance is important because it:
- The application can be fixed to make sure that it continues to work as it is developed and remains compatible.
- Improves security using timely software updates and vulnerability patches.
- Enhances delivery efficiency and effectiveness of resources in an organization.
- Keeps the users contented, corrects problems, or implements feedback.
- Supports new features and new directions and adopts new technologies as soon as possible.
- Helps to handle the condition when the new functionality is implemented at the cost of code quality and plan its refund.
- Prevents expensive problems from developing in the first place and ensures that a constant level of production is achieved.
- They also prolong the application’s lifetime and serve as a backup for outdated technologies.
- It also allows for growth and additional calls to be made for accommodating new clients.
- Enhances the possibility to work in synergy with other services and applications.
- avails user assistance and addresses their difficulties.
Maintenance is the key to guaranteeing the application’s success and relevancy for users and businesses to achieve their objectives in the long run.
What can be expected in terms of application support may greatly depend on the platform, technology, and development strategy to be adopted. Different types of applications supported by us include:
- Mobile Applications – Native, Cross, Hybrid.
- Web Applications (Single Page App, Multi Page App, Progressive Web App)
- Desktop Apps (Windows, Mac, cross-platform)
- Enterprise Apps include Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), and Business Intelligence (BI) applications.
- In the context of cloud-based Apps we have Software as a Service (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS).
- Embedded Apps (IoT, firmware)
- clients/ specific purpose Apps (Health, educational, financial)
Each of the types has its own developmental requirements and technological resources depending upon the users and businesses associated with it.
Selecting Aress for application maintenance and support services has several benefits to an organization.
Comprehensive Maintenance: Full coverage of different types of applications.
Expertise and Experience: Industry experts with the qualification and experience in dealing with those professions that the equipment produces.
Tailored Solutions: Tutoring and coaching on a one-to-one basis and flexible approaches to the level of engagement.
Security and Compliance: Regular updates and timely compliance management.
Performance Optimization: Continuous improvement and scalability solutions.
User Support: A dedicated support team and feedback integration.
Cost Efficiency: Affordable costs and the contribution to avoid as many failures as possible.
Advanced Tools: Use of updated tools and technology.
Documentation: Good documentation and record keeping: This is an aspect that many project managers overlook in the development of a new project, which is very important to record all data that has been used in the construction of the new project.
Business Continuity: Disaster recovery and reliability.
These are the main benefits of making Aress the right partner who guarantees your application will be operational, secure, and correspond to your business needs.