Effective IT Maintenance Service Setup Plan

Step 1: Calculate the cost of support and IT maintenance, scope and resources

Timeframe: 2–4 weeks

Step 2: Creating a software support and maintenance process

Timeframe: 3–4 weeks

  1. On-demand Support
  • L1- Basic help desk resolution and service desk delivery — resolving simple issues and escalating more complex situations.
  • L2 (technical support)– debugging software and resolving performance, configuration, and security concerns.
  • L3- Support for products and services from experts.
  • L4- Support from outside sources for issues that the organization is unable to address.

Step 3: Selecting a sourcing model and putting it into action

Timeframe: 2–4 days

Step 4: Maintaining the software and launching support

Timeframe: Launching- 1–2 days, maintaining is continuous tasks.

Step 5: Service Level Agreement

Once the client’s requirement is clear, the support team creates an SLA (Service Level Agreement) that specifies our response time and assures that our team is available to meet your demands.

Step 6: System Analysis

The support team is aware of all possible consequences of the defect, and we examine your systems to determine the root cause. While studying the code associated with the malfunctioning feature or function is part of the analysis process, it also includes determining other probable reasons such as out-of-date subscriptions and malware.

Step 7: Evaluation of the Solution

When it comes to resolving software issues, software engineers frequently come up with a variety of options. Before documenting the processes and consequences of all solutions, they scope out all possible affected features to guarantee that code changes don’t cause any other problems in your system.

Step 8: Implementation

IT support team attempts to resolve all faults stated by using debugging tools, checking logs, and digging down to all lines of code that accompany faulty features and functions.

Step 9: Testing

A variety of leading unit tests are used by an IT organization to ensure proper delivery, correct problems, and ensure codebase reliability. They might release the bug patches to live production after verifying that all features and functions are stable and working as intended in our test environment.

Software Support Maintenance Requires Human Resources

The team may contain a variety of IT specialists, ranging from developers to UI designers, depending on the extent of software support and maintenance services.

Engineers for application support:

  • Software health checks and monitoring on a continuous basis.
  • Identifying and resolving application performance issues.
  • Problems with software configuration and account administration are being resolved.
  • Investigate the logs for root cause analysis.

Software developers:

  • Fixing bugs in the code and databases is the job of software developers.
  • Developing new software features or components.
  • Customizing software, integrating it with other systems, and migrating it.

Testing engineers:

  • Functional, regression, integration, and other types of testing are performed on implemented updates, upgrades, and other software changes by test engineers.

DevOps engineers:

  • Using the CI/CD approach, automate the software’s change implementation and evolution.
  • Physical and virtual servers, as well as their configurations, are managed.
  • Cloud service configuration and optimization.
  • Fixing infrastructure problems.

Entrust Your Software Application Support and Maintenance to Experts



Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Terasol Technologies

Terasol Technologies

An app development agency taking small steps towards building a brighter future. Visit us at http://www.terasoltechnologies.com/