Application Support and Maintenance Services
Enjoy Your App Running and Evolving Smoothly
With well-established ITIL 4 processes, ScienceSoft provides app support and maintenance services to businesses from 30+ industries, guaranteeing >97% app user satisfaction rate.
Our Service Promise in Numbers
Application support and maintenance services are aimed to ensure that your apps are highly available, reliable and keep up with your ever-evolving business needs.
ScienceSoft provides app support and maintenance services since 2007. We help our customers from 30+ industries free up their IT staff and fully focus on the creative side of the business to achieve sustainable growth.
ISSUE
FIXED
High costs of maintenance and support services?
Our smart issue escalation matrix, cloud resource optimization, and proactive issue resolution help achieve 1.5-2x cost reduction.
Fix it with ScienceSoft
ISSUE
FIXED
Rare updates and slow backlog implementation?
We roll out updates every 2-4 weeks and ensure their 40% smoother and faster deployment thanks to the CI/CD pipeline.
Fix it with ScienceSoft
ISSUE
FIXED
Lack of progress visibility and transparency?
ScienceSoft relies on mature KPI metrics, shares access to logging tools, and sends elaborate reports for full service clarity.
Fix it with ScienceSoft
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33 years in IT, 15 years in help desk, 14 years in ITSM. |
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Established ITIL 4 processes. |
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Certified personnel: Microsoft Certified Professionals, AWS Certified SysOps, Red Hat Certified Cybersecurity, experts with ITSM-related certificates, etc. |
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62% of revenue is from long-term partners (2+ years of cooperation). |
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Experience with complex, large-scale apps. |
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Mature quality management system backed by ISO 9001 certification to ensure value-driven service delivery. |
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ISO 27001-certified information security management system to guarantee complete safety of the customers' data we access. |
The Financial Times Includes ScienceSoft USA Corporation in the List of the Americas’ Fastest-Growing Companies 2023
For the second year in a row, ScienceSoft USA Corporation ranks among 500 American companies with the highest revenue growth. This achievement is the result of our unfailing commitment to provide high-quality IT services and create best-value solutions that meet and even exceed our clients’ expectations.

L0
Preparing guiding materials for users:
- Product and technical information.
- Manuals, FAQs.
- Knowledge base with convenient search.
- Continuous maintenance of all guiding materials.
ScienceSoft’s proactive L0 services reduce the L1-L3 requests by 60%.
Pricing model: Fixed price – you pay a fixed fee for the services.
L1
- Receiving and registering requests submitted via all possible communication means.
- Prioritizing requests and resolving basic user issues.
- Efficient SOPs and ITSM processes.
- Solving basic user issues in under 10 min.
- Providing issue status updates according to an agreed SLA till resolution.
Pricing model: Price per ticket – you pay at the end of the month, according to the number of L1 tickets we resolve.
L2
- Administering application environment and user accounts.
- Optimizing software installation.
- Log investigation for issue root cause analysis.
- Resolving even the most serious incidents in less than 8 hours.
Pricing model: Price per ticket – we define the L2 ticket cost, and you pay at the end of the month for the number of tickets we resolve.
L3
- Identifying and fixing complex issues via swift changes to the code and database.
- Root cause issue resolution.
- Rolling out the most comprehensive patches and hot-fixes in less than 24h.
- Prompt correction of customization issues.
Pricing model: Monthly subscription fee – you pay each month for our continuous L3 support services at a reduced hourly rate.
Application evolution
- Updating existing functional modules.
- Developing new application features.
- Suggesting new features based on user feedback.
- Feasibility studies and ROI calculation.
- Adding software integrations.
- Application re-architecting, modernization.
- Introducing advanced app innovations.
Pricing model: T&M with a cap – we charge for hours & efforts spent and send invoice reflecting them at the end of the month.
Application security management
- 24/7 security monitoring, regular audits, incident troubleshooting.
- Scheduled app vulnerability and misconfiguration diagnostics.
- Detailed vulnerability reports.
- Security and penetration testing.
- Stress testing (simulation of DoS/DDoS attacks)
- Security improvements according to SecOps.
Pricing model: Monthly subscription fee – you pay for our services each month at a reduced rate.
Application performance management
- 24/7 app performance monitoring to detect and resolve unfavorable trends.
- Regular app performance and usability testing (load, stability, scalability testing).
- Continuous performance and UX optimization
Pricing model: T&M with a cap – we charge for hours & efforts spent and send invoice reflecting them at the end of the month.
Application compliance management
- Regular review of compliance with HIPAA, GDPR, PCI DSS, GLBA and/or other regulations.
- Reporting on each compliance review.
- Proactive suggestions of updates in case of changes in the regulations.
Pricing model: Monthly subscription fee – you pay for our app maintenance services each month at a reduced rate.
Additional services for maintenance facilitation
CI/CD and DevOps implementation
- Applying the Infrastructure as a Code (IaaC) approach.
- Setting up and maintaining CI/CD pipelines.
- Ensuring test and update deployment automation.
- Migration strategy and plan tailored to your application needs.
- Cloud infrastructure configuration.
- Cloud-specific knowledge transfer after application migration.
Cloud resource management
- Examination of the cloud environment and identification of deficiencies.
- Resource consumption optimization to reduce cloud costs.
- On-demand cloud resource management.
- Continuous analysis of the entire IT infrastructure.
- Management of servers, network, cloud and on-premises data centers, and cloud services.
- 24/7 monitoring to avoid downtime.
KPIs for Result-Oriented Cooperation
ScienceSoft builds all its support and maintenance services around the KPIs defined in the SLA. Upon defining custom sets of goals to track the quality of our maintenance and support services, we analyze information needs of each stakeholder and discuss the best means and frequency to communicate information. We track the KPIs’ fulfillment internally and send detailed reports at a schedule convenient for you.
Continuous Improvement of Service Delivery
To make sure that our clients derive maximum value from our services, we perform quarterly roadmap reviews (stated business needs vs. current business needs; value we bring vs. the highest possible value). We also regularly analyze our experts' performance as well as your direct feedback to further cater our services to your individual business needs.
Technologies We Work With
Ticketing systems
Practice
12 years
A certified ServiceNow partner, ScienceSoft offers a proprietary 4-level implementation model that helps deliver the best value from ServiceNow adoption.
Back-end programming languages
Practice
19 years
Projects
200+
Workforce
60+
Our .NET developers can build sustainable and high-performing apps up to 2x faster due to outstanding .NET proficiency and high productivity.
Practice
25 years
Projects
110+
Workforce
40+
ScienceSoft's Java developers build secure, resilient and efficient cloud-native and cloud-only software of any complexity and successfully modernize legacy software solutions.
Practice
10 years
Projects
50+
Workforce
30
ScienceSoft's Python developers and data scientists excel at building general-purpose Python apps, big data and IoT platforms, AI and ML-based apps, and BI solutions.
Practice
10 years
Workforce
100
ScienceSoft delivers cloud-native, real-time web and mobile apps, web servers, and custom APIs ~1.5–2x faster than other software developers.
Practice
16 years
Projects
170
Workforce
55
ScienceSoft's PHP developers helped to build Viber. Their recent projects: an IoT fleet management solution used by 2,000+ corporate clients and an award-winning remote patient monitoring solution.
Practice
4 years
ScienceSoft's developers use Go to build robust cloud-native, microservices-based applications that leverage advanced techs — IoT, big data, AI, ML, blockchain.
Front-end programming languages
Languages
Practice
21 years
Projects
2,200+
Workforce
50+
ScienceSoft uses JavaScript’s versatile ecosystem of frameworks to create dynamic and interactive user experience in web and mobile apps.
JavaScript frameworks
Practice
13 years
Workforce
100+
ScienceSoft leverages code reusability Angular is notable for to create large-scale apps. We chose Angular for a banking app with 3M+ users.
Workforce
80+
ScienceSoft achieves 20–50% faster React development and 50–90% fewer front-end performance issues due to smart implementation of reusable components and strict adherence to coding best practices.
By using a lightweight Vue framework, ScienceSoft creates high-performant apps with real-time rendering.
Mobile
Practice
16 years
Projects
150+
Workforce
50+
ScienceSoft’s achieves 20–50% cost reduction for iOS projects due to excellent self-management and Agile skills of the team. The quality is never compromised — our iOS apps are highly rated.
Practice
14 years
Projects
200+
Workforce
50+
There are award-winning Android apps in ScienceSoft’s portfolio. Among the most prominent projects is the 5-year-long development of Viber, a messaging and VoIP app for 1.8B users.
Practice
11 years
Projects
85+
Workforce
10+
ScienceSoft cuts the cost of mobile projects twice by building functional and user-friendly cross-platform apps with Xamarin.
ScienceSoft uses Cordova to create cross-platform apps and avoid high project costs that may come with native mobile development.
ScienceSoft takes the best from native mobile and web apps and creates the ultimate user experience in PWA.
Practice
8 years
Projects
300+
ScienceSoft reduces up to 50% of project costs and time by creating cross-platform apps that run smoothly on web, Android and iOS.
Let’s Shape the Scope of App Support and Maintenance Services for Your Case
ScienceSoft is here to make your apps run as a clockwork, letting you fully focus on business development. Please fill out the configurator, and our consultants will carefully analyze your needs and contact you to discuss a tailored service set and its costs.
Our team is on it!
ScienceSoft's experts will study your case and get back to you with an answer within 24 hours.
All Application Services
Services
Database Software
Web Development
Application Integration
Mobile Development
Web Design
Application Migration