Software and Application
Care & Support

Ensure continuity of service with Flexible and Scalable Support including Web app, Mobile app, Databases, Cloud and SaaS apps.

ITFAQ provides additional services that include production on-demand support, proactive maintenance, bug fixing, upgrade, user support and training. In a nutshell, we support the complete software lifecycle.

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App & Software Live

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Retention Business

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Happy Customers

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Developers & Engineers

Software and Application Care & Support Concepts

Corrective Maintenance

Correction of bugs in production that do not comply with the functional specifications of the programs and documentation 

Preventive Maintenance

System monitoring, functional and technical audit of your systems, to suggest optimization measures for security, upgrades, or capacity

Scalable Maintenance

Addition or enhancement of features based on a new scope of work, optimization of processes to improve the performance of the solution

ITFAQ's Software and Application Care & Support
Include A Full Range of Activities As:

Error Tracking & Debugging

According to the documentation, any bug or error happening will be fixed according to the SLA agreed, and the criticality of the incident.

Performance Monitoring

State of the art monitoring tools implementation  to have real-time information on performance drops and be reactive and take direct actions.

Quality Assurance Testing

In order not to ensure business continuity and no performance drops when adding the corrective patch, we will follow the best QA testing practives.

Third-Party Applications Support

ITFAQ can handle any kind of software you have in your information systems. A full handover and modernization can be necessary before the start.

Performance Testing

Continuous testing of the performance can be part of the support, ensuring the best response time and reducing the security threats.

Comprehensive User Support

ITFAQ can assign an 24/7  User Administrator for your application. It’s well know that the success of a software depends of users satisfaction.

Version Upgrades

During the lifecycle of your application, we will take care of version upgrades and enhancement, regarding the Apps, OS, or APIs, ensuring stability.  

Technical Troubleshooting

Real-time log control and alerts via the best tools in the market, to be able to fix the errors even before any of your team members and users realize it. 

Documentation Development

Any of our support activities can be provided with a full documentation of the changes in the code. We offer also code documentation for legacy software.

Our Software and Application Care & Support Models To Fit Any Needs

End-to-end Software
Care & Support

Comprehensive maintenance package with a pre-defined scope of work, level of service, deliverables, with a fixed yearly or monthly cost

On-Demand
Care & Support

Services on request, to handle bugs, changes, or evolutions, quotation guaranted in 2 days, based on tech stack, time and availability  

Prepaid
Care

Refillable ticket book, for occasional needs. You have a certain number of hours, prepaid, that you can use at your convenience

Onsite Dedicated
Engineers

Temporary staff, located at your office to manage corrections, migrations, data transfers during a dedicated period, payable by month

ITFAQ's Software and Application Care & Support Packages

All our packages can be tailored according to the specificities of your own systems and architecture.
Please ask directly our experts to get an appropriate quotation reflection your needs.

Discover our packages:

Deliverables

ITFix Basic

ITFix Pro

ITFix Enterprise

Support Access

Email

Portal, Email, Phone

Portal, Email, Phone

Coverage Hours​

8/5 Dubai Business Hours​

8/5 Local Business Hours​

24/7

Response Time

Next Business Day

30min

30min

Recovery Time SLA​

Best Effort

SEV1          2 Business Day
SEV2         4 Business Day
SEV3-4    Best Effort

SEV1          Same Business Day
SEV2         2 Business Day
SEV3-4    Best Effort

Monitoring & Alerts

Troubleshooting

Same Day

Within 4h

Bug Fixing Limits

On quotation, hourly based​

Starting from 5h/mth

Unlimited

Updates and patchs​

Preventive Maintenance

Quaterly Audit and Heath check

Monthly Audit and Heath check

Root Cause Analysis & Post Mortem

SEV1

SEV1 & SEV2

Code Backup and Recovery

Performance Monitoring

Reporting

Quaterly

Monthy

GDPR Compliance

Minor Evolutions / Change requests

Up to 20h/year included​

Up to 50h/year included​

Dedicated Technical Account Manager

Contract Duration

No commitment

Yearly contract

Yearly contract

Termination options

Not available for month-to-month customers. 

Available with invoice credits,
with 3 month notice

Available with invoice credits,
with 3 month notice

Severities
SEV1: System Down or Unreachable
SEV2: Major functionality unusable, with impact on the business or the activity
SEV3: Main error but with Low impact on the business or the activity
SEV4: Minor error with no impact

 

The packages prices will depend on multiple factors. Ask our experts for a quotation. We will analyze your environment, architecture, technologies used, numbers of API, number of users, quality of the code, existing security and monitoring solutions…

Available Optional Services

User Admin Support ​

Price/User – Monthly invoiced

Price/User – Monthly invoiced

Package available

Onsite Engineer (Developer, Designer, DevOps, …)​

Charged per days according to the tech stack and engineer level ​

Charged per days according to the tech stack and engineer level ​

Daily or Monthly packages available

Prepaid Tickets​

Charged per hours​

Charged per hours​

Charged per hours​

Cybersecurity Pentests

Package available

Package available

Package available

Supported Systems

Web Applications

Desktop Applications

Cloud App & SaaS

Mobile Applications

Databases

AR/VR Applications

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