Application Support and Maintenance Services

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.

• Receiving and registering requests submitted via all possible communication means.
• Prioritizing support requests.
• 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 – we define the L1 ticket cost to be paid at the end of the month for the number of tickets we resolve.

• Resolving even the most serious incidents in  less than 8 hours.
• Administering application environment and user accounts.
• Optimizing software installation.
• Log investigation for issue root cause analysis.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.