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Application Support and Maintenance Services
- ScienceSoft's highlights
- Application support
- Application maintenance
- Our approach
- Pricing
- ScienceSoft's highlights
- Application support
- Application maintenance
- Our approach
- Pricing
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
- 14 years in application support services.
- 13 years in IT service management (ITSM).
- Hands-on experience in support of complex, distributed modular applications.
- Established ITIL 4 processes and practices.
- Flexibility in pricing and SLA.
- ISO 9001-certified quality management system.
- ISO 13485-certified quality management for medical devices and Software as a Medical Device.
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.
Application support
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 maintenance
Application evolution
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
- 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.
Mitigation of the detected vulnerabilities affecting compliance.
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.
Need Tailored App Support and Maintenance Services?
ScienceSoft can help you assemble the best fitting service package depending on the type, business criticality, and specific requirements of your applications.