Software Maintenance and Support
Independent Software Vendors constantly face challenges in supporting and maintaining their software products throughout the life-cycle of a product beginning at launch and continuing till product retirement. In order to provide support to existing customers, often ISVs have to divert the engineering resources from core product development to customer support and maintenance of existing software releases.
Appulse enables its ISV clients to focus on core development by setting up reliable, and high quality software support and maintenance team for them. Our product support team is a mix of domain and technology team members and is ready to support your customers in any geography 24 by 7.
Appulse’s Software Support Maintenance and Support Services include.
- 24×7 Level 1 Support – Includes toll free telephone support, helpdesk setup, email support for your software.
- Bug Fixing – Troubleshooting, and continuing maintenance support, fixing site crashes at priority, and managing the source code integration of fixes with different releases.
- Patch, Release Management and deployment at Customer site – Managing the different releases, patches, creating services packs, testing them on simulated customer IT environment, releasing them to your customers, and helping in deploying at customer installations.
- Level 2 and Level 3 Support - Reactive and Proactive support where Appulse team monitors the customer installations, Remote and On-site support, SLAs for response time.
Software Support and Maintenance is normally performed on a long-term engagement basis where Appulse takes responsibility of understanding the support requirements and training its support engineers appropriately. We ensure Service Level Agreements for support are met through periodic monitoring and progress reviews.
To know more about how can we help you improve your service levels to existing customer, and increase your software support revenue, please contact us.