Application Support

Application Maintenance Support

Eliminate support staff burnout on your application support needs with an extended team fully integrated into your business and culture

Key Benefits:

  • Technical problem resolution for Level 1, Level 2 or Level 3 IT applications
  • Online chat, email and live call answering services for complex applications
  • Experience with Zendesk, Groove, Kayako and other ticketing systems
  • Flexible support schedules coverage - 8x5, 16x5, 24x5, 8x7, 16x7, 24x7
  • Flexible staffing with Australian, overseas or hybrid follow the sun models
  • Enable internal skilled team to take up new product development roles
  • Achieve annual cost savings up to 40%

As the sales of your Software as a Service (SaaS) or technology products increase operations has to respond to growing problem of application support, usually 7 x 24 x 365. Some of your team members that can help product development are the very people providing application support, responding to calls after hours and are too tired to do much proactive work. Meanwhile the challenge as an organisation is to reduce application footprints, costs and risks while supporting a growing expectation around innovation and user experience.

Through our application maintenance support service, we offer inbound and outbound technical support via voice calls, email management, live chat, support ticketing systems and mobile SMS/text at manageable costs. The professional support contacts develop deep product expertise for your specific business application and are well versed in your organisation's FAQs and knowledge databases. Skilled professional support representatives can be based in Australia, or overseas depending on your preference. Listen to voice transcripts of some of our representatives:

Sample voice transcripts

Ian Howard Australia

Audio

Marie Geored P. Seguerra Philippines

Audio

Nithya Rajanarayanan India

Audio

Regular customer care analysis and evaluations are conducted to ensure exceptional service standards are upheld at all times. We provide both enterprise support and consumer support. By availing of our 24/7 operations, you can ensure that the needs of customers across time zones are being looked after without burning out your resources in the process.

Some of the clients we serve:

Many times the same resources that function in support roles are the ones with business know-how that can help you develop new solutions. Do you get the feel that your applications are controlling you? Wouldn’t it be great to have a team of people support your application, thereby allowing you to focus your resources on higher value producing activities?

Support and Maintenance do not have to mean compromise in technical excellence and thought leadership

Our team is competent with various technologies:

FAQ’s

  • How can you understand by business requirements and help with my custom application support needs?
     

    We have developed processes and procedures to effectively transition support from current resources using technical discussions, checklists, reports, documentation and code reviews. Depending on the complexity of your applications the transition can happen in as few as 6 weeks.

  • My business is unique, how will you be able to understand it?
     

    We have the depth of industry experience that may surprise you. Talk to an expert for free and see if we can help you.

  • Can you fix problems with current solution that is Excel based?
     

    No. While we have Excel skills and we may request these to understand the current business processes we do not have the capability to solve excel issues.

  • Can you provide 24x7 support to my customers?
     

    Yes we have various support coverage plans and SLAs - 8*5, 16*5, 24*5, 8*7, 24*7