
The Essence of Software Maintenance and Support
Software maintenance and support imply a set of activities aimed at ensuring software’s stable functioning, scalability, high performance, and security. Software maintenance and support activities are divided into 4 main groups:
- Corrective: fixing problems discovered by users or identified during monitoring.
- Adaptive: keeping software up-to-date by tuning it in line with the changing business needs.
- Perfective: continuously improving software’s usability, performance, and reliability.
- Preventive: detecting and correcting latent issues.
Software support and maintenance setup plan steps include estimation of the scope and required resources, maintenance and support process design, choosing a sourcing model, implementation, and launch.
Required team: Help desk specialists, application support engineers, software developers, QA and DevOps engineers.
- Reactive support (on-demand)
- Proactive support (continuous)
- Software support and maintenance consulting
- Outsourced software support and maintenance


01Reactive support (on-demand)
- End user support (L1) – solving usage issues and minor problems, escalating more complex issues
- Application support (L2) – software troubleshooting, fixing its performance, configuration, and security issues.
- Development support (L3/L4) – fixing software issues on the code and database level, customization, adding new features, software integration.
02Proactive support (continuous)
- Software availability, performance, security, compliance monitoring and management,
- QA activities (including regular code reviews),
- Infrastructure optimization (e.g., cloud resource consumption optimization).
03Software support and maintenance consulting
- Feasibility study of your maintenance and support project.
- Designing the software maintenance process.
- Elaborating on a launch plan for software support and maintenance.
- Choosing a suitable sourcing model.
- Selecting an optimal toolset for software support and maintenance.
04Outsourced software support and maintenance
Service forms:
- L1/L2 support (service desk).
- L3/L4 (development support).
- L1/L2/L3/L4 (end-to-end support).
- Proactive software monitoring (performance, security), detecting and fixing latent issues.
Additionally, we provide infrastructure maintenance and support.
- Request types: consultation, change request, issue.
- SLA that ensures:
- Response time depending on the request severity: Critical (30m-1h), High (4-8h), Medium (24h), Low (48-72h).
- Processing up to 6 critical requests per day.