Support And Maintenance Services
If you want to:
Support and handling of requests
First line of support:
Service Desk
We handle all user requests related to the implemented system or application. Our team registers tickets according to defined procedures through channels such as ticketing systems (most often Jira), phone, email, or optionally chat. We ensure that they are analysed, prioritised and either resolved quickly or escalated to the next level of support. For projects requiring high availability, Service Desk support is often supplemented with SLA-based assistance in 24/7, 10/6, or 8/5 models. We guarantee incident response and issue resolution or workarounds within strictly defined response times.
Second line of support:
Application & system monitoring
We regularly monitor deployed solutions in line with agreed procedures. Monitoring covers infrastructure, systems, and integrations to ensure end-to-end visibility. This includes:
- Corrective Maintenance Services – designing and deploying fixes into production in response to issues reported via Service Desk.
- Adaptive Maintenance Services – software updates and modifications when the platform running the application requires changes.
- Preventive Maintenance Services – proactive monitoring of applications and hosting environments within agreed scope and cycles for critical solution components.
All maintenance work is tracked in Jira.
Clients have full visibility into ticket history as well as response, workaround, and resolution times. Comprehensive reporting is also part of the service.
Third line of support:
Maintenance operations
Ongoing maintenance activities include:
- Perfective Maintenance – improving the existing solution in terms of both UI and technical aspects. The goal is to reduce risks related to declining software quality. Activities cover among others: optimising solution performance, extending system functionality, updating documentation.
- Evolutionary Maintenance Services – changes required due to updates in legislation or technology. This service is most often applied when an application needs to work with new hardware or systems.
Fourth line of support:
Development work
This line of support involves dedicated teams developing software from scratch or based on licensed third-party solutions. It also covers extending existing applications with larger modules and functionalities that go beyond third-line maintenance (e.g. due to the complexity of new implementations).
Explore our maintenance and support services
Service Level Agreement
Our SLAs are tailored to project requirements, guaranteeing specific levels of availability, response times, and incident resolution.
Updates & Upgrades
Secure CMS updates and migrations to newer versions, with full testing and guaranteed data security.
Maintenance & Development
After project delivery, we offer technical support, system monitoring, regular updates, and feature development to ensure long-term stability and efficiency.
Content Management
We support editorial teams in creating, editing, and publishing content while ensuring communication consistency, SEO quality, and accessibility.
FAQ
If you haven’t found the answer to your questions, get in touch with us.
Have questions? Let’s connect
Contact us – we’ll prepare a cooperation proposal tailored to your platform, budget, and expectations.
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