Software Support Services

Software support services are generally technical support or break/fix services that are delivered for specific software products. These services include revenue derived from long-term technical-support contracts or pay-as-you-go, incident-based support. Software support is an ongoing service that ensures the maintenance of a custom software solution. This service includes fixing bugs, resolving queries, developing new features and code updates. Software support services typically include remote troubleshooting capabilities, installation assistance and basic usability assistance. Remote troubleshooting capabilities may be delivered via telephone and online communication media or without human assistance through automated means that reside on the customer’s device or are available on the Web.

Software support services may include new product installation services, installation of product updates, migrations for major releases of software, other types of proactive or reactive on-site services, and support for custom application or infrastructure software. Services may be delivered by a product vendor, a consulting firm or third-party software maintainers.

Software products and technologies covered under this category include commercial and custom operating systems, application software, and infrastructure software. Software support services do not include software license code updates and upgrades, which vendors often report as software maintenance.

Comprehensive software support includes:

1.      Maintenance

Regular software maintenance in line with best practice recommendations to ensure smooth integration with your existing IT infrastructure.

2.      Feature updates

Our support team logs new feature requests, which can be prioritized and developed in future software releases.

3.      Applications

We support ensure applications are always optimized for the best possible user experience.

4.      Bug Fixing

Our support team logs issues promptly, and where fixes are needed, we aim to deploy these within an agreed response time.