Support and evolution of applications in any state and on any stack: the ones we built, the ones another vendor left behind, and the infrastructure they run on. Named people, agreed response times and a plan for the system's future.
We make sure your solutions work. Always.
| Layer | What it covers | Who it is for |
|---|---|---|
| Vendor subscription | The right to updates of our products: new versions, security patches, compatibility | customers of our products, on any deployment model |
| Support packages | Incidents and service requests with agreed response and resolution times, by priority and coverage window | any application, ours or third-party |
| Managed service | A named team that owns the system: support plus a capacity for enhancements, proactive reviews, releases and documentation | systems that keep changing with the business |
Buy one layer or all three. A warranty covers defects after the fact; support covers incidents, changes and advice, continuously.
Service management by the book: incidents, service requests, problems and changes; release and deployment management; monitoring and alerting; bug fixes and infrastructure faults; user consultations. External project teams brought in when a change is bigger than support.
We take systems as they are: with or without documentation, source code or anyone who remembers how they work. Reverse engineering, architecture clean-up, monitoring, code rework — and a path to modernisation when it makes sense.
The pieces applications depend on: Kubernetes clusters, databases, platform components in your cloud, pipelines. Kept running, kept secure, kept current. Development and operations practices set up so that releases stop being events.
For HarmonyAI, RevoScope, Assortora, OptiTrack and InquiryTrack: vendor subscription for updates, support packages for the application, and, for dedicated-cloud deployments, the operation of the environment itself — SLA, maintenance windows, auditors welcome.
| Priority | Customer updates | Resolution target |
|---|---|---|
| 1 — critical | hourly for the first 4 hours, then as agreed | 4 hours |
| 2 — high | every 4 hours | 8 hours |
| 3 — medium | end of each day | 8 hours |
| 4 — low | end of each day, or as agreed | 24 hours |
| 5 — planned | end of each day, or as agreed | 80 hours |
Coverage windows: Business hours · Extended · 24×7. Business-critical and non-critical systems get different packages; packages are configured, not picked from a menu; a service manager is assigned to every system and reviews the metrics with you monthly. Transition into support: audit as-is → documentation and runbook → shadow period → hypercare → steady state. Exit terms are written into the contract from the start.
Tell us what has to keep running. We will come back with a support proposal and a transition plan.