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Application Support and Maintenance Services
ScienceSoft has been providing app support and maintenance services since 2007. We help our clients from 30+ industries free up their IT staff and fully focus on the creative side of the business to achieve sustainable growth.
Our Service Promise in Numbers
Application support and maintenance services are aimed to ensure that your apps are highly available, reliable and keep up with your ever-evolving business needs.
• Lower IT costs due to proactive issue resolution and cloud resource optimization.
• Agile software updates every 2–4 weeks.
• 40% faster update rollouts thanks to mature DevOps practices.
• KPI-based reporting for full service transparency.
About ScienceSoft
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35 years in IT, 17 years in help desk, 16 years in ITSM. |
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Established ITIL 4 processes. |
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Certified personnel: Microsoft Certified Professionals, AWS Certified SysOps, Red Hat Certified Cybersecurity, experts with ITSM-related certificates, etc. |
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62% of revenue is from long-term partners (2+ years of cooperation). |
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Experience with complex, large-scale apps. |
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Mature quality management system backed by ISO 9001 certification to ensure value-driven service delivery. |
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ISO 27001-certified information security management system to guarantee complete safety of the customers' data we access. |
Apps We Support and Maintain
Our Success Stories
Our Clients Say
For the past 6 years, ScienceSoft has been a reliable partner in supporting and maintaining our HR software product. They have fixed hundreds of bugs in the product’s performance since the start of our cooperation back in 2016 and keep modernizing HR on our demand, introducing new features and tweaking existing functionality to let us better cater to our growing client base.
I would happily recommend ScienceSoft to anyone looking for a transparent, reliable IT support vendor. They helped us deliver several PHP-based projects, mobile applications, refactored and improved the performance of our .NET code, provided L3 support for our web services. They’re very effective and consistently meet all the required KPIs: we were guaranteed hotfix rollouts in under 24 hours, and they delivered on the promise.
ScienceSoft has been providing an excellent level of service maintaining the application’s AWS infrastructure. During our cooperation, ScienceSoft’s team has built a fault-tolerant and highly available application infrastructure with automatic crash recovery capabilities, which makes our web application stable and high-performing. We would certainly recommend ScienceSoft as a reliable service provider.
ScienceSoft USA Corporation Is a 3-Year Champion in the Financial Times Rating
Three years in a row (2022–2024), the Financial Times has included ScienceSoft USA Corporation in the list of 500 fastest-growing American companies. This is the result of our dedication to driving project success despite any constraints and disruptions.
Maintenance vs. Support: Feel the Difference
Both application support and application maintenance play a crucial role in ensuring smooth long-term performance of a software app. While often used interchangeably, these terms refer to distinct activities having different goals and encompassing different task scopes.
- Application maintenance is focused on the regular activities required to keep the app stable, smoothly operating, and aligned with the evolving business needs. Bug fixing, security and compliance monitoring, app scaling and upgrading with new features are some examples of maintenance flows.
- Application support primarily serves to assist end users in smooth app utilization and solving any arising issues. It covers troubleshooting, incident management, user education, and UX improvement and aims to enhance app user satisfaction.
The Scope of Our Services
Application support services
L0
Preparing guiding materials for users:
- Product and technical information.
- Manuals, FAQs.
- Knowledge base with convenient search.
- Continuous maintenance of all guiding materials.
ScienceSoft’s proactive L0 services reduce the L1-L3 requests by 60%.
Pricing model: Fixed price – you pay a fixed fee for the services.
- Receiving and registering requests submitted via all possible communication means.
- Prioritizing requests and resolving basic user issues.
- Efficient SOPs and ITSM processes.
- Solving basic user issues in under 10 min.
- Providing issue status updates according to an agreed SLA till resolution.
Pricing model: Price per ticket – you pay at the end of the month, according to the number of L1 tickets we resolve.
- Administering application environment and user accounts.
- Optimizing software installation.
- Log investigation for issue root cause analysis.
- Resolving even the most serious incidents in less than 8 hours.
Pricing model: Price per ticket – we define the L2 ticket cost, and you pay at the end of the month for the number of tickets we resolve.
- Identifying and fixing complex issues via swift changes to the code and database.
- Root cause issue resolution.
- Rolling out the most comprehensive patches and hot-fixes in less than 24h.
- Prompt correction of customization issues.
Pricing model: Monthly subscription fee – you pay each month for our continuous L3 support services at a reduced hourly rate.
Application maintenance services
- Updating existing functional modules.
- Developing new application features.
- Suggesting new features based on user feedback.
- Feasibility studies and ROI calculation.
- Adding software integrations.
- Application re-architecting, modernization.
- Introducing advanced app innovations.
Pricing model: T&M with a cap – we charge for hours & efforts spent and send invoice reflecting them at the end of the month.
- 24/7 security monitoring, regular audits, incident troubleshooting.
- Scheduled app vulnerability and misconfiguration diagnostics.
- Detailed vulnerability reports.
- Security and penetration testing.
- Stress testing (simulation of DoS/DDoS attacks)
- Security improvements according to SecOps.
Pricing model: Monthly subscription fee – you pay for our services each month at a reduced rate.
- 24/7 app performance monitoring to detect and resolve unfavorable trends.
- Regular app performance and usability testing (load, stability, scalability testing).
- Continuous performance and UX optimization
Pricing model: T&M with a cap – we charge for hours & efforts spent and send invoice reflecting them at the end of the month.
Application compliance management
- Regular review of compliance with HIPAA, GDPR, PCI DSS, GLBA, and/or other regulations.
- Reporting on each compliance review.
- Proactive suggestions of updates in case of changes in the regulations.
Pricing model: Monthly subscription fee – you pay for our app maintenance services each month at a reduced rate.
Web application maintenance services cover a range of specific activities like maintaining cross-browser compatibility and responsive design. Make sure your team is aware of the specific considerations to ensure smooth web app performance across different web browsers, devices, and screen sizes.
Additional services for maintenance facilitation
CI/CD and DevOps implementation
- Applying the Infrastructure as a Code (IaaC) approach.
- Setting up and maintaining CI/CD pipelines.
- Ensuring test and update deployment automation.
- Migration strategy and plan tailored to your application needs.
- Cloud infrastructure configuration.
- Cloud-specific knowledge transfer after application migration.
Cloud resource management
- Examination of the cloud environment and identification of deficiencies.
- Resource consumption optimization to reduce cloud costs.
- On-demand cloud resource management.
- Continuous analysis of the entire IT infrastructure.
- Management of servers, network, cloud and on-premises data centers, and cloud services.
- 24/7 monitoring to avoid downtime.
Technologies We Work With
How We Set Up Cooperation
1. Analysis of your request (< 2 days)
We examine your business needs, app requirements, architecture, tech stack, functionality, and backlog of defects & change requests to define the scope of app support and maintenance services.
2. Application maintenance and support services planning, SLA preparation (~5 days)
We discuss the details of the needed services and formalize them in a service level agreement (SLA). Depending on the scope of app support and maintenance services rendered, the SLA may outline:
- App support terms: support hours e.g., 8/5, 12/5, 24/5, 24/7, required levels of support (L0-L3), size of a support team, communication channels, software used, KPIs, etc.
- App maintenance terms: app evolution roadmap, existing feature backlog, app performance requirements and expectations, planned security activities, KPIs, schedule, etc.
3. Responsibility transfer (~4 days)
Based on the SLA and its objectives, we work together with you and your team (or, possibly, with your previous vendor) to prepare standard operating procedures (SOPs) and instructions to stipulate all support and maintenance activities.
4. Support and maintenance launch (1 day) and continuous reporting
Our team gets down to providing the services outlined in the SLA. As part of our service, we provide clear and detailed reports, including:
- Reports on team productivity and service quality KPIs (service level reports, support team performance).
- Incident reports with root cause analysis.
- Security audit reports, test execution and testing summary reports
- Workload reports (actual versus planned).
- Existing app problems or potential risks.
- Revised risk management strategy, acceptability of the risks.
5. Scaling the service up or down (2-4 days)
At your request, we quickly scale our support and maintenance teams to better fit your needs. No complex or lengthy processes required - we just sign a short addendum to the main SLA.
KPIs for Result-Oriented Cooperation
ScienceSoft builds all its support and maintenance services around the KPIs defined in the SLA. Upon defining custom sets of goals to track the quality of our maintenance and support services, we analyze information needs of each stakeholder and discuss the best means and frequency to communicate information. We track the KPIs’ fulfillment internally and send detailed reports at a schedule convenient for you.
What our KPI system typically includes
Note: We welcome KPI suggestions and tailor the metrics to each project individually.
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Continuous Improvement of Service Delivery
To make sure that our clients derive maximum value from our services, we perform quarterly roadmap reviews (stated business needs vs. current business needs; value we bring vs. the highest possible value). We also regularly analyze our experts' performance as well as your direct feedback to further cater our services to your individual business needs.
Pricing Options
Per-ticket pricing
Best for: L1, L2 support
At the start of cooperation, we define the ticket cost, and you get charged based on the volume of incidents we resolve monthly.
Fixed monthly fee
Best for: L3 support (defect fixes, minor functional changes)
You pay in advance at a reduced hourly rate for a bunch of hours during which we deliver continuous application support.
Time & Material (hourly billing with a cap)
Best for: Application evolution (introducing substantial changes or adding new functionality)
You receive the end-of-the-month invoice based on the hours or efforts reported per month.
Mixed model (e.g., fixed monthly fee + T&M)
Best for: long-term cooperation entailing miscellaneous support and maintenance services, application evolution.
You can combine different pricing models best fitting the required app support and maintenance activities comprising your service suite.
Learn Your App Support and Maintenance Costs
Please answer a few simple questions about your needs. This will help our team calculate the cost for your unique case much quicker.
Thank you for your request!
We will analyze your case and get back to you within a business day to share a ballpark estimate.
In the meantime, would you like to learn more about ScienceSoft?
- Project success no matter what: learn how we make good on our mission.
- 4,000 successful projects: explore our portfolio.
- 1,300+ incredible clients: read what they say.
Looking for a Support and Maintenance Partner, not Just a Vendor?