With 32 years of the overall experience in IT and 14 years of experience in software maintenance and support, Vertscend helps companies set up and run preventive maintenance and on-demand support of applications and their infrastructures.
Software maintenance and support imply a set of activities aimed at ensuring software’s stable functioning, scalability, high performance, and security. Software maintenance and support activities are divided into 4 main groups:
Software support and maintenance setup plan steps include estimation of the scope and required resources, maintenance and support process design, choosing a sourcing model, implementation, and launch.
Required team: Help desk specialists, application support engineers, software developers, QA and DevOps engineers.
The setup plan will differ depending on the specifics of the supported software and its underlying infrastructure, as well as the scope of the required support and maintenance activities. Based on Vertscend ample experience in software support and maintenance, we outline some general steps that are characteristic of all IT software support and maintenance activities.
Duration: 1 week (in-house), 2-4 weeks (outsourced)
Firstly, analyze the software’s related infrastructure, prospective new features and changes, as well as the current and planned user pool, to determine the scope of the support and maintenance activities. Measure the projected scope against currently available in-house resources, such as dedicated IT specialists and maintenance tools. Take into consideration the necessity to manage your support process and employees.
Duration: 4 weeks
Depending on the scope of the required support and maintenance activities, the processes will comprise a combination of the following elements:
1. Hiring and training staff for software support and maintenance
Duration: 4-8 weeks
2. Tool selection and customization
Duration: 1-4 weeks
The choice of tools should be based on the type of software, the support and maintenance scope, KPIs you’re interested in, and other aspects. The toolset may include software for performance and security monitoring, backup software, DevOps, help desk, and other tools. In most cases, support and maintenance tools need to be customized.
Vertscend best practices:
Duration: up to 12 weeks
To choose the right vendor, Vertscend suggests:
Duration: 1-2 days
Before launching the maintenance and support process, you need to set the service timeframes (e.g., 8/5, 12/5, 24/5, 24/7). You should also schedule regular maintenance windows for the preventive maintenance activities that can cause downtimes. These time intervals should always be available, even if not used each time.
Vertscend best practice: For the production environment in which end users operate, we schedule the maintenance windows on Sundays. And for the non-production environment that is used just for testing, for example, we set maintenance windows daily during the night hours.
With 14 years of experience in application support and 13 years in IT service management (ITSM), Vertscend offers the following software support and maintenance service options:
Additionally, we provide infrastructure maintenance and support.
Depending on the software support and maintenance scope, the team may include various IT specialists from developers to UI designers. Below, we mention the backbone specialists required for the project involving both on-demand and continuous support activities:
Provides you with full control over the support and maintenance process but brings about risks associated with the setup and management, for example, inadequate support and maintenance scope estimation. Also, an in-house team needs regular training and usually higher salaries than outsourced specialists, which can make it expensive.
Offers external management of software maintenance and gives access to a wide expertise of external specialists, reduces support and maintenance costs. However, it may bring about security risks, if your company is bound by governmental or industry-specific regulations like HIPAA, GDPR, SOX, GLBA and others.
Combines in-house management of software maintenance and completely or partially outsourced resources, which helps you retain full or partial control and get optimized costs of the process.
Due to 32-year experience in IT, 13 years in IT service management, and adherence to ITIL 4 practices, our team will ensure the stability and relevancy of your software.
Usually, software maintenance and support costs are around 15-20% of the initial development costs (per year), and in total (during the entire software life cycle) they can be as high as 70% of the TCO. Additionally, the maintenance of 20-30 servers at 8/5 EST may cost $1,000-2,000 per month. In this case, maintenance covers proactive monitoring of software performance and security as well as detecting and fixing latent issues.
The support and maintenance costs vary a lot depending on the sourcing model. The key cost factors for in-house and outsourced software support maintenance respectively are:
Vertscend team is ready to calculate the costs depending on your software and its underlying infrastructure, the scope of support and maintenance activities required, and the preferred pricing model.
Vertscend is a global IT consulting and services company headquartered in McKinney, TX, US. We offer application maintenance and support services and advise our customers on setting up the software support and maintenance process. We help companies retain operability, availability and relevance of their software, improve user adoption and reduce maintenance costs. Being ISO 9001 and ISO 27001-certified, we rely on a mature quality management system and guarantee cooperation with us does not pose any risks to our customers’ data security.