Fixing problems
Investigate and resolve problems that affect users or everyday work.
Support & Optimisation Services
Keep your software reliable, secure and ready to improve.
We support software that is already in use, helping resolve problems, keep it maintained and make useful improvements over time.
Operational healthA clear view of application health
Monitored
Overall statusSystem operating normally
HealthyPerformanceNormal
SecurityProtected
BackupsVerified
ImprovementsPlanned
Support coverage
What ongoing support covers
Support should help keep everyday work running while problems are fixed, maintenance is planned and useful changes are made.
Monitoring
Watch availability, errors and important signs that something is slowing down or failing.
Planned maintenance
Apply agreed updates and deal with known problems before they become more serious.
Security updates
Review access, configuration and security-related updates.
Useful improvements
Add or change features when there is a clear business need.
Planning changes
Help decide which maintenance and improvements should happen next.
Support process
How support works
Every request follows a simple path so people know what needs attention, what is being done and what happens next.
Report
Tell us what happened, who is affected and what information is available.
Assess
Check the impact and decide what needs attention first.
Resolve
Fix the problem or provide a practical temporary solution.
Confirm & follow up
Check the result and identify anything else that needs attention.
Business impact
Clear priorities for every request
Priority is agreed according to business impact, the number of users affected and whether a practical workaround is available.
Critical
Important work has stopped
A key service is unavailable or severely affecting operations.
High
Important work is affected
A major function is impaired and only a limited workaround is available.
Normal
Routine work affected
The issue affects everyday work but operations can continue.
Planned
Maintenance or improvement
A scheduled update, enhancement or non-urgent correction.
Continuous improvement
Support that helps your business improve
Ongoing support can also highlight repeated problems and useful changes that make the application easier to use and maintain.
Improve slow areas
Find parts of the application that are slow and make useful improvements.
Respond to user needs
Turn repeated user problems or requests into sensible changes.
Improve everyday work
Simplify steps, approvals and notifications where they cause unnecessary effort.
Keep up with change
Update the application when business needs or connected systems change.
Working together
Clear support. Clear ownership.
Customers should know how to request help, who owns the next action, how progress is communicated and how completed work is confirmed.
Ask for help
A clear way to report a problem and provide the information needed to begin.
Who is handling it
Know who is handling the next step and what priority has been agreed.
Updates while we work
Receive useful updates while the issue is being investigated or fixed.
What was done
Confirm what changed, whether the problem is resolved and whether anything else is needed.
Service options
Support based on what the application needs
The right level of support depends on how important the application is, when it is used and how much ongoing help is needed.
Routine support
For applications that mainly need issue handling and planned maintenance.
- Issue investigation and resolution
- Planned maintenance
- Clear support updates
Regular operational support
For important applications that need monitoring, maintenance and regular review.
- Monitoring and maintenance
- Regular reviews
- Performance and security checks
Support with ongoing improvements
For applications that also need planned changes and improvements.
- Agreed improvement priorities
- Workflow and performance improvements
- Planned changes
The final level of support is agreed based on the application, business importance, operating hours and level of assistance required.
FAQ
Common support questions
Can you support software developed by another company?
Yes, after an initial review. We first need to understand how the application is built, where it runs, what information is available and any known problems before agreeing what we can support.
What types of problems can you support?
Support can cover application problems, failed connections, access issues, performance concerns and agreed maintenance. The exact coverage is agreed for the application.
Can support include improvements?
Yes. Useful changes can be planned alongside support when there is a clear business need.
How are urgent problems handled?
Urgent problems are assessed according to business impact, affected users and whether a practical temporary solution is available. The response arrangements are agreed as part of the support service.
Next step
Let’s discuss how your software should be supported.
Tell us what software you use, what problems you are seeing and what kind of help you need. We’ll help you work out a practical way to support it.