Why Enterprises Choose
Our Software Maintenance
and Support
Most organizations manage software support services reactively. We help you progress to automation-driven, predictive software maintenance and IT support services that lower incidents, boost CSAT, and optimize performance.
Why Choose Our Software Support & Maintenance Services
24×7 or follow-the-sun coverage with clear on-call and major-incident playbooks.
ITIL + DevOps: incident, problem, change, release—automated through CI/CD.
SRE mindset: SLOs, error budgets, observability, auto-remediation.
Transparency: live dashboards, monthly SLA reports, and quarterly executive reviews.
Security built-in: SSO/MFA, RBAC, vulnerability & patch cadence, backups/DR.
Results we target: lower MTTR, fewer repeat incidents, and 98%+ change success.
Our Managed IT Maintenance and Support Model
Our IT support and maintenance services operate through a 24×7 Global Service Desk (L0) backed by multi-tier engineering (L1/L2/L3). This layered model ensures rapid response, reduced downtime, and proactive optimization.
Services at a Glance
L1 Service Desk & Monitoring: intake, triage, KB execution, communications
L2/L3 Application Support: diagnosis, defect fixes, configuration, data corrections
Incident & Major Incident Management: rapid response, comms cadence, PIRs within 48 hrs
Problem Management: root‑cause analysis, corrective/preventive actions
Change & Release: CAB‑lite, feature flags, canary deployments, automated testing
Request & Access Management: catalog, approvals, segregation of duties, JIT access
Observability & SRE: logs/metrics/traces, alert tuning, reliability engineering
Minor Enhancements: small changes shipped safely via standard pipelines
Our Approach to IT Maintenance Services
Rate card, on‑call premiums, and holiday calendars available on request.
ITIL v3.0 and CMMI Services maturity, with a multi-layer operating model that integrates seamlessly with your setup.
Onsite/offshore delivery (typical 20:80) with options for dedicated or shared services.
Tooling & Automation
ITSM
ServiceNow / Jira Service Management
Observability
ELK/OpenSearch, Prometheus, OpenTelemetry, Grafana
Alerting & ChatOps
PagerDuty/Opsgenie, Teams/Slack
CI/CD
GitHub Actions / GitLab CI / Jenkins
Quality & Security
SonarQube, Snyk/Dependabot, OWASP ZAP, image/IaC scans
IaC/Config
Terraform, Ansible, OPA/policy‑as‑code.
Automation
Runbook automation & auto‑remediation.
Measurable Outcomes from Our Software Maintenance and Support Services
Business Metrics
Software & Maintenance (S&M) cost down by up to 50%, CSAT > 8, SLAs tied to financials.
Operational Metrics
Incident inflow down year-on-year; code quality and SLA performance trending up.
Value proposition
50% S&M spend reduction, 10% YoY SLA improvement, 15% incident cost reduction, 7% incident inflow reduction, transactional CSAT 7.5–8.5/10.
Best-practice playbook baked in
Our software maintenance and support services follow a best-practice playbook that has proven effective across various industries. From first contact to closure, every step is standardized for efficiency and quality. We standardize triage, expectation setting, KB usage, and updates, SLA-based escalations, impact analysis, peer review, test automation, regression testing, and proactive problem management, as well as programs to reduce rework and reopen rates.
SLA Snapshot (illustrative)
| Priority | Examples | Response | Workaround/Restore | Resolution |
|---|---|---|---|---|
| P1 | System down, no workaround | 15 min | 2 hrs | 8 hrs |
| P2 | Major degradation | 30 min | 4 hrs | 2 biz days |
| P3 | Minor degradation | 4 hrs | 2 biz days | 5 biz days |
| P4 | Cosmetic / queries | 1 biz day | – | Scheduled |
Governance & Reporting
- Dashboards include ticket volumes by severity, SLA compliance, MTTR, change failure rate, noisy alerts, and cost optimization opportunities.
- Daily: ops standup (15 mins)
- Weekly: service review (tickets, trends, risks, actions)
- Monthly: SLA/KPI report, CSI backlog, capacity/cost
- Quarterly: executive steering, roadmap, risk posture
Security, Compliance & Resilience
- SSO/MFA, RBAC/ABAC, least privilege, secrets management (Vault/KMS)
- Patching cadence; critical CVEs inside 7 days
- Encryption in transit/at rest; data retention policies
- Backups, DR with defined RTO/RPO; annual failover tests
- Aligning to org policies and regulatory needs (e.g., GDPR/CCPA, HIPAA where applicable)
Engagement Models
| Model | Best for | How it works |
|---|---|---|
| Fixed Capacity | Stable demand | Dedicated squad with sprint/throughput targets |
| T&M / Ticket Based | Variable demand | Pay per hour/ticket with monthly cap |
| Outcome Based | Clear targets | Incentives tied to MTTR, change success, etc. |
Support Tiers & Coverage
| Tier | What we do | Coverage |
|---|---|---|
| L1 | Frontline triage, KB steps, comms | 24×7 or 16×5 |
| L2 | Functional/technical fixes, config | 16×5 + P1/P2 on call |
| L3 | Engineering, DBA, SRE/SecOps | On call + business hours |
Engagement & Pricing
Choose the right software maintenance model for your current maturity, with SLAs that ensure you don’t pay for rework. We guide you from reactive to proactive to predictive operations as your environment matures.
How We Start (90‑Day Transition)
Discover &
Access
(Weeks 1–2)
Stakeholder map, environments, repos, CI/CD, observability
Knowledge
Capture
(Weeks 2–4)
Runbooks, service maps, hot issues
Shadow →
Reverse Shadow
(Weeks 4–6)
Pair on incidents and releases
Operate with
Oversight
(Weeks 6–10)
We take the wheel; SLA tracking begins
Steady
State
(Weeks 10–12)
full ownership + continuous improvement
Experience that scales
With over 2,500+ person-years of software maintenance and IT support experience, we serve industries including Supply Chain, Insurance, BFSI, Real Estate, and Emerging Markets.
Global Vending Machine Supplier
- 7+ years of sustained availability >99.5%; customer issues down 6% YoY; productivity up 5% YoY; resolution cost down 10% YoY; zero major customer churn during the term.
- 5-member support team, 100% offshore, 12 × 5 cover; ITIL processes, CMMI Services Level 5; agile problem management and industry best practices to lift availability and reduce inflow.
Frequently asked questions
Yes, either true 24×7 or follow-the-sun, with a defined major-incident bridge and comms cadence.
Usually yes. We integrate with your ITSM, CI/CD, and observability stack or bring a proven baseline.
Initial discovery can begin within days. Full steady state typically in ~90 days depending on scope.
Usually yes. We integrate with your ITSM, CI/CD, and observability stack or bring a proven baseline.
SLA/SLO attainment, MTTR, recurrence rate, change success, deployment frequency, CSAT.
Ready to Modernize Support While Lowering Costs and Risk?
Let’s Design the Right Application Maintenance and Support Model for Your Portfolio.