Support & Maintenance

We offer support and maintenance plans that account for expected and unexpected software issues across a range of devices and systems.

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What is Software support and Software maintenance

While software support is defined as fixing broken software “bugs” with reactive development, software maintenance is defined as adding additional features or triaging low priority “bugs” that don't deteriorate the software design and user experience.

Our Support and Maintenance Process

  • Service Level Agreement

    When taking on a new project, our support team drafts an SLA (Service Level Agreement) which outlines our response time to ensure your needs are attended to upon receipt of your request.

  • Formal Request

    Upon receiving your support request, our first step is to understand the defect. to resolve bug.We arrange a meeting with you to discuss the current state of your software,any recent changes made to the code, any recent updates, error messages, or any other potential factors that could have played a role in the defect..

  • System Analysis

    Once our support team understands the potential cause of the defect, we assess your systems to identify the root cause. Analyzing systems includes reviewing the code attached to the dysfunctional feature and other possible causes like out-of-date subscriptions and malware.

  • Solution Evaluation

    Our software engineers come up with a number of solutions to resolve software defects. We scope out all potentially affected features before documenting procedures and the impacts of all solutions to ensure code adjustments don't cause any other issues in your system. We then provide a recommendation and review all options with you to designate a route to resolution.

  • Implementation

    Our Technical Support Lead produces bug triage tickets for our support team to begin working on immediately. By utilizing debugging tools, reviewing logs, and drilling down to all lines of code that accompany broken features and functions, our support team works to resolve all errors described in your support request.

  • Testing

    We employ a range of leading unit tests to validate proper delivery to correct faults and reliability in your codebase. Once we verify that all features and functions are stable and operating as designed in our test environment, we then deploy the bug fixes to live production. After the fix is live, we then ask for your sign-off before closing the request