Learn about the critical steps, required skills, and potential sourcing options for establishing efficient maintenance and support procedures. The website also discusses the costs and benefits of outsourced software maintenance and support services, drawing on The Web Concept’s decades of ITSM experience.
Software maintenance is proactive, with periodic efforts to fix non-urgent issues or implement planned changes. Program support is reactive, focusing on critical problems that can disrupt program operations and cause downtime.
The Web Concept utilizes its 16 years of ITSM experience to provide organizations with comprehensive support and maintenance services that ensure long-term software stability, scalability, high performance, and robust security.
The setup strategy will depend on the supported software, its underlying infrastructure, and the scope of the necessary support and maintenance tasks.
The standard steps performed by The Web Concept to set up maintenance and support activities are given below.
Duration: 1-4 weeks
We analyze the following to define the scope of support and maintenance activities:
Then, we compare the predicted scope to the real in-house resources, such as dedicated IT specialists and maintenance tools.
Duration: 4 weeks
Depending on the scope of the required operations, maintenance and support processes may involve a combination of the strategies listed below:
Reactive support (on demand)
Proactive support (continuous)
Depending on the support and maintenance operations, we build a set of KPIs to assess and optimize the process while following the software maintenance plan. A sample set of KPIs includes: the number of changes/updates delivered, the number of changes/updates in the backlog, the number of urgent modifications, the time required to introduce a change to the software, user satisfaction score, software outage time, software availability, the number of tickets by type, initial response time, and ticket time to resolution.
Duration: 1-12 weeks
1. Hiring and training staff for software maintenance and support
Duration: 4-8 weeks
2. Tool selection and customization
Duration: 1-4 weeks
Relevant tools are selected depending on the type of software, the type and level of maintenance and support, the KPIs established, and other criteria. Backup software, security and performance monitoring software, DevOps, help desk software, and other applications may be included in the toolset.
Best practice: The Web Concept chooses application performance monitoring solutions that provide insights into software memory and central processing unit usage, transaction profiling, response time and request rates, an app’s handling of poor network connectivity, etc.
Vendor selection
Duration: 3-12 weeks
To choose the right vendor, you need to:
Duration: 1-5 days
Before launching the maintenance and support process, the required services should be documented in a service level agreement (SLA). According to the scope of software maintenance and support services provided, SLA may outline:
We also work with the customer to create standard operating procedures (SOPs) and instructions that outline all maintenance and support tasks.
We schedule regular service windows for preventive software maintenance tasks that might result in downtime. These time intervals should always be available, even if they are not used regularly.
At this stage, we also offer the customer clear and extensive information (for example, reports on team productivity, quality of service KPIs, incident reports, and security audit reports) as well as a revised risk management strategy.
Below are The Web Concept’s sample estimates for support and maintenance tasks. Note that these are not our official charges. We estimate the cost of each case uniquely according to the client’s unique business conditions and requirements.
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We’re here to keep your software in top shape. Whether it’s handling updates, fixing issues, or just making sure everything runs smoothly, we’ve got you covered with friendly and reliable support.
Depending on the scale of the software maintenance and upgrade, the team may include an array of IT specialists, ranging from developers to user interface designers. Below, we define the backbone talents necessary for the project, which include both on-demand and continual support activities:
With over a decade of experience in software support and IT service management (ITSM), The Web Concept provides the following service options:
We analyze your software’s specifics and support requirements, design the process, provide a complete setup plan, assist in selecting an appropriate sourcing model, form a support team, and choose a suitable toolset.
Our team controls L1/L2, L3/L4, or L1/L2/L3/L4; proactive software monitoring, detecting, and resolving latent issues; and infrastructure maintenance and support. We rely on thorough SLAs.
Working with The Web Concept was a fantastic experience. Their team took the time to understand our needs and delivered an iOS app that exceeded our expectations. The design is sleek, the performance is top-notch, and their support has been outstanding throughout the process. Highly recommend.
The Web Concept did an incredible job with our app development. Their innovative design and attention to detail made the app not only functional but also visually appealing. The project was completed on time, and their customer service was exceptional. We couldn't be happier with the results.
We chose The Web Concept for their reputation in delivering quality iOS apps, and they did not disappoint. Their collaborative approach ensured our vision was realized perfectly, and the end product is a testament to their expertise. Their commitment to efficient execution and ongoing support has been invaluable.
The Web Concept provided us with a seamless app development experience. Their team is highly professional and dedicated, delivering a product that perfectly matches our brand and needs. The user experience is smooth, and their support has been excellent. We look forward to working with them again.
Exceptional quality and service from The Web Concept! Their ability to integrate advanced technology with a user-friendly design resulted in a top-tier app for our business. The process was smooth and efficient, and the final product has been a huge hit with our users.
The Web Concept took our app idea and turned it into a beautifully designed and highly functional product. Their team’s attention to detail and commitment to quality were evident in every aspect of the development. We’re thrilled with the outcome and appreciate their ongoing support.
Software should be updated regularly to ensure it stays secure, runs smoothly, and has the latest features.
We provide quick solutions to fix any issues that arise, so your software continues to work effectively.
We perform regular backups and implement security measures to protect your data.
Software maintenance includes updating your software, fixing bugs, improving performance, and ensuring security.
Got questions about our mobile app development ? Just reach out, and we’ll provide all the answers you need. Contact us today to learn more!
Phone: +92 345 7573667
Email: [email protected]
Address: P# 23, Near UBL Bank, Faisalabad, Pakistan.
Phone: +81 80-8856-1417
Email: j[email protected]
Address: 71-2 Roppogaoka, Yotuskaido-City, Chiba-Prefecture, Japan.
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