Software & Application Care and 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.
expertise
Active Customers
Projects
& Engineers
delivered since 2014
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
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
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
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
Cybersecurity Pentests
Package available
Package available
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
User Admin Support
Price/User – Monthly invoiced
Price/User – Monthly invoiced
Package available
Supported Systems
Web Applications
Desktop Applications
Cloud App & SaaS
Mobile Applications
Databases
AR/VR Applications
Share your contact details and our dedicated DevOps Engineers will contact you to reply any of your questions
