Application Maintenance and Support

Application maintenance and support

For 13+ years, ScienceSoft has been providing application support and maintenance services to customers and proved to be a professional and reliable partner. We provide IT support for such companies as IBM, PerkinElmer, Ascent Jet, and Siberian Service Company. Our services can be provided on a 24/7/365 basis. Our application support specialists speak English, German, Spanish, French, Finnish, Russian, Chinese and Belarusian. 

IT SUPPORT INFRASTRUCTURE WE OFFER 

ScienceSoft maintains the following multi-tier support that can be flexibly adjusted to your specific needs:

Level 1 support

Level 1 support

Involves a user support team that receives queries in your preferred way – by phone/video calls, chat, and social networks, via email, using specific web forms or a tracking system. The Service desk team registers and prioritizes the queries, collects the comprehensive description of the problems you faced, and either directly solves simple, previously documented issues or passes them to the next level of support. Support Engineer takes responsibility for the incident and provides status according to agreed SLA till its closure.

Level 2 support

Level 2 support

Involves a trained technical support team that deals with system troubleshooting, monitors key performance indicators of the system as well as takes care of simple configuration issues, software installations, and routine maintenance.

Level 3 support

Level 3 support

Involves a team of engineers with deep understanding of the technologies and platform used in your application. With access to the application’s server side, the team fixes more complex issues – previously unregistered or requiring code reviews or substantial changes in the system. The engineers can also carry out complex configurations, database administration as well as server and network repairs.

With professional application support by ScienceSoft, your company will:

  • Free in-house IT resources to focus on core competencies.
  • Improve service response and resolution time.
  • Achieve smoother introduction of new products releases and upgrades to end users.

price MODELS OF APPLICATION MAINTENANCE and SUPPORT

Time and Material

Time and Material (T&M)

You receive the end-of-the-month invoice based on the work done for the ongoing support of the existing application.

Bucket Hours

Bucket Pricing

You pay in advance at a reduced hourly rate for a bunch of hours during which our specialists will deliver continuous support of the existing application.

24/7 Help Desk

24/7 Help Desk (Support Center)

A dedicated team of our technical support specialists solves the emerging problems of the application round the clock for a monthly flat rate.