Application Support and Maintenance Services
Application support and maintenance services are aimed to ensure that applications are highly available, reliable, and relevant to evolving business needs. Since 2007, ScienceSoft delivers full-range support and maintenance services for applications of different types and complexity.
Why ScienceSoft?
Recognitions
Key company numbers
Highlights of our support services
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Companies that rely on ScienceSoft’s support services
The Scope of Our Services
Application support
Resolution of identified issues of different complexity (from basic usage problems to application code/database defects).
Application maintenance
- Continuous application monitoring and optimization.
- Agile-driven application evolution: introducing new app features and integrations, re-architecting, etc.
Note: with 700+ IT professionals aboard, the number and scale of application support and maintenance services provided can be quickly - from 1 day to 1 week - changed based on your varying business needs.
L0
Creating and maintaining detailed information for user self-service.
Guiding materials for users:
- Product and technical information.
- Manuals.
- FAQs.
- Knowledge base with convenient search.
L1
Solving basic application usage issues.
- Receiving and registering requests submitted via phone/video calls, chat, social networks, email, self-service portal.
- Prioritizing support requests.
- Solving basic user issues (e.g., password reset, logging in/out, etc.).
- Escalating unsolved issues to the next support level and providing issue status updates according to an agreed SLA till resolution.
L2
Fixing application configuration and infrastructure issues.
- Resolving software configuration incidents.
- Administering application environment and user accounts.
- Software installations.
- Log investigation for root cause analysis of the issues.
L3
Resolving application issues on the code level.
For custom applications:
- Fixing complex issues by introducing changes to the code and database.
For platform-based applications:
- Correcting customization issues.
Application evolution
Introducing application enhancements.
For custom applications:
- Developing new application features.
- Adding software integrations.
- Application re-architecting, containerization.
For platform-based applications:
- Introducing new application customizations.
QA and testing
Ensuring the application quality and undisrupted functioning during the defects fixing, introduction of new app features and integrations.
- Manual and automated testing.
- Unit, API, and UI testing.
- Exploratory and regression testing.
- Functional testing.
- Integration testing.
- Compatibility and localization testing.
- Security testing.
- Usability testing.
Application performance management
Ensuring app stability and scalability.
- Selecting and configuring tools for app performance monitoring and testing.
- App performance monitoring to detect unfavorable trends (evolving slowdowns or issues).
- App performance testing (load, stability, scalability, stress testing).
Application security management
Ensuring the safety of business and customer data.
- 24/7 security monitoring.
- Scheduled app vulnerability and misconfiguration diagnostics.
- Penetration testing.
- Detailed vulnerability reports.
- Fixing discovered vulnerabilities.
Compliance management
Monitoring and improving app compliance with industry-specific regulations and standards (e.g., HIPAA, GDPR, PCI DSS, GLBA)
- Automated scanning and manual analysis of the app.
- Mitigation of the detected vulnerabilities affecting compliance.
Additional services aimed to facilitate application maintenance
CI/CD and DevOps implementation
Automating implementation of changes and new features.
- Applying the infrastructure as a code (IaaC) approach.
- Setting up and maintaining continuous integration and deployment (CI/CD) pipelines.
- Building test automation (if relevant) into the pipeline.
Cloud resource management
Cloud consumption analysis, optimization, and maintenance.
- Examination of the cloud environment and identification of deficiencies.
- Resource consumption optimization.
- On-demand cloud resource management.
What Our Customers Say
For the past 6 years, ScienceSoft has been a reliable partner in supporting and maintaining our HR software product. They have fixed hundreds of bugs in the product’s performance since the start of our cooperation back in 2016 and keep modernizing HR on our demand, introducing new features and tweaking existing functionality to let us better cater to our growing client base.
Peter Hermann
CEO, ZEITundZUTRITT GmbH
Due to our business growth, we decided to outsource the continuous development, support and maintenance of our proprietary internal systems. ScienceSoft coordinated knowledge transfer, discovery of our internal systems, then transitioned into supporting those systems and taking on projects to evolve their functionality. We recommend them as a trustworthy partner with skilled technical specialists on board.
Luke Walther
Business Development Director, Give Back Wireless
ScienceSoft has been vital to our company’s growth in ecommerce over the last 3 years. We rely on the team for a variety of Magento support tasks, and they always deal with our problems fast. They are a very versatile company in terms of the number of services they provide. With their help, we’ve successfully upgraded our platform, improved our front-end UI, and developed a more efficient internal workflow to support our customers.
Jarod Joyce
Creative Director, Dot It Restaurant Fulfillment
At the Central Bank of the Republic of Azerbaijan, we were looking for a reliable technological partner to implement and support QRadar, an IBM SIEM solution. After the system was successfully launched, we cooperated with ScienceSoft on technical support and continuous evolution of our QRadar solution. ScienceSoft’s team provided SIEM support services during our working hours, introduced complex configurations, and developed custom features for our solution.
Gulnara Dashdamirova
Director of Security Department, Central Bank of the Republic of Azerbaijan
Technologies We Work With
Back end programming languages
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Front end programming languages
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Languages
JavaScript frameworks
Mobile
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Clouds
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Databases / data storages
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SQL
NoSQL
Cloud databases, warehouses and storage
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AWS
Azure
Google Cloud Platform
DevOps
Containerization
Automation
CI/CD tools
Monitoring
Platforms
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Ticketing systems
Monitoring tools
Remote collaboration
Connection
Communication
What Industry Are You From?
Click your domain to see how we help companies from your industry.
Optimized support and maintenance costs
For our customers to reduce application support and maintenance costs by 1.5 - 2.5 times, we offer:
- Proven ITIL-based support processes.
- Smart issue escalation matrix.
- CI/CD pipelines for quick and smooth application evolution.
- Cloud resource consumption optimization.
- Application performance monitoring for proactive resolution of app performance issues.
- Balanced manual and automated testing efforts.
Comprehensive KPIs suite
We define clear KPIs together with our customers and build our support and maintenance services around these targets. We track the KPIs’ fulfillment internally and report the results at a schedule convenient for you.
Note: a KPIs’ suite can be fine-tuned during a service trial period and in the process of our collaboration for it to stay informative and relevant for the altering scope of app support and maintenance services.
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Transparent app maintenance and support reporting
We provide clear reports for each support and maintenance activity at any required schedule. Typical report types include:
- Service level reports.
- Incident reports with root cause analysis.
- Support team performance and workload reports.
- Application enhancement and evolution reports.
- Security audit reports.
- Application performance monitoring reports.
- Test execution and testing summary reports.
Focus on continuous application evolution
Our application maintenance services aim to ensure your apps not just stay complaint with the initial requirements, but evolve with your business needs and bring even more value. To keep our customers’ applications ever-green, we:
- Continuously communicate and collaborate with our long-term customers to keep up with their current needs and priorities.
- Suggest a number of variants (each based on feasibility study and ROI calculation) of the application enhancements and evolution.
- Being a full-range IT services partner, provide any additional services required to address the customers’ needs (e.g., cloud resource optimization and management; application migration, recoding, containerization; testing and QA outsourcing, etc.).
- Introduce and test the required application enhancements within optimal time and budget.
Note: if you need to quickly introduce substantial changes to the application, we can provide a separate app enhancement team comprising the team lead, software developers, and test engineers.
Guaranteed data security
Our support and maintenance professionals are highly cautious about our customers’ business data security. Being a provider of cybersecurity services, ScienceSoft relies on an ISO 27001-certified information security management system and perform in-house 24/7 security monitoring.
How Our App Support & Maintenance Work
Per-ticket pricing
Best for: L1, L2 support
At the start of cooperation, we define the ticket cost, and you get charged based on the volume of incidents we resolve monthly.
Fixed monthly fee
Best for: L3 support (defect fixes, minor functional changes)
You pay in advance at a reduced hourly rate for a bunch of hours during which we deliver continuous application support.
Time & Material (hourly billing with a cap)
Best for: Application evolution (introducing substantial changes or adding new functionality)
You receive the end-of-the-month invoice based on the hours or efforts reported per month.
Mixed model (e.g., fixed monthly fee + T&M)
Best for: long-term cooperation entailing miscellaneous support and maintenance services, application evolution.
You can combine different pricing models best fitting the required app support and maintenance activities comprising your service suite.
Our Success Stories
Get Result-Oriented & Cost-Effective App Support!
ScienceSoft can quickly dive into your application support and maintenance project to ensure:
- 1.5-2.5 times reduction in app support and maintenance costs.
- Up to 40% faster new app features’ introduction.
- Zero defects in app production during its continuous evolution.
Please briefly describe your application support and maintenance needs and our team will promptly get back to you.