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SOFTWARE DEVELOPMENT
Management & Support
Application support and maintenance services are designed to keep applications highly available, reliable, and relevant to changing business requirements.
Procedures for maintaining failsafe IT workflows and lowering IT costs are included in support. APSSoft's IT support services are supported by 5+ years of help desk and application support experience, and include IT help desk, Network Operations Center (NOC), and software support to ensure excellent user experience and on-the-go IT process improvement.
Application support
Resolution of identified issues of different complexity (ranging from basic usage concerns to application code/database flaws).
Creating and maintaining detailed information for user self-service.
Guiding materials for users:
- Product and technical information.
- Manuals
- FAQs
- Knowledge base with convenient search.
Solving basic application usage issues.
- Requests submitted via phone/video conversations, chat, social media, email, and the self-service site are received and registered.
- Prioritizing support requests.
- Resolving common user issues (such as password resets, logging in/out, and so on).
- Unresolved issues are escalated to the next support level, and issue status updates are provided according to an agreed-upon SLA until the issue is resolved.
Fixing application configuration and infrastructure issues.
- Incidents involving software configuration are being resolved.
- Managing the application environment as well as user accounts.
- Installations of software.
- Investigate the logs to figure out the root cause of the problems.
Resolving application issues on the code level.
- Fixing difficult problems by making code and database changes.
- Fixing customization issues.
