Application Support and Maintenance Services

Creating and maintaining detailed information for user self-service.

Guiding materials for users:

• Product and technical information.
• Manuals.
• FAQs.
• Knowledge base with convenient search functionality.

Solving usage issues and minor problems, escalating more complex issues.

• Receiving and registering queries submitted via phone/video calls, chat, social networks, email, self-service portal.
• Prioritizing support requests.
• Promptly solving simple, previously documented issues.
• Escalating unsolved issues to the next support level and providing status updates according to an agreed SLA till their closure.

Troubleshooting and routine app maintenance.

• Fixing application performance issues.
• Resolving software configuration and account administration incidents.
• Software installations.
• Log investigation for root cause analysis of issues.

Fixing issues on the code and database level.

Software customization, adding new features, application integration.

Our team helps with troubleshooting and evolution of the application’s:

• Cloud infrastructure;
• Data storages and databases;
• CI/CD, development and testing environments
• Cybersecurity tools.

We provide comprehensive unit testing coverage for all code paths and error cases to ensure code quality and reliability of your applications under development.

We carry out scheduled performance tests and continuously monitor app performance to detect and eliminate unfavorable trends (evolving slowdowns or issues) before end users notice them.

To make sure your applications remain 100% reliable and timely identify the need for security upgrade to answer new evolving cyberthreats, we provide:

• 24/7 security monitoring and scheduled vulnerability and misconfiguration diagnostics.
• White box and black box security testing.
• Detailed reports that include recommendation on how the discovered vulnerabilities can be fixed.

We perform automated scanning and manual analysis of applications to ensure compliance with HIPAA, GDPR, PCI DSS, and other industry-specific regulations and help you mitigate found vulnerabilities.

To keep the frequent application updates quick and reliable and to reduce post-release errors, we help to connect and automate development, testing of your applications by:

• Applying infrastructure as code (IaC).
• Containerizing applications / applications’ modules.
• Setting up continuous integration and deployment (CI/CD) pipelines.
• Introducing test automation.

A balanced combination of automated tests (for regression testing) and manual tests (for exploratory, usability or ad hoc testing) to accelerate releases while increasing regression testing coverage and finding more defects before production.

Our cloud experts:

• Review your cloud environment and identify existing deficiencies.
• Provide the resource consumption optimization plan.
• Help with its implementation and on-demand cloud resource management.

Our team administers and monitors:

• Cloud infrastructure;
• Data storages and databases;
• CI/CD, development and testing environments
• Cybersecurity tools.