SDS - Support & Maintenance

Software Support and Maintenance

Service Value

After an application is developed, it becomes an essential part of a client’s business. It is vital that the software system be efficiently maintained and problems quickly resolved. The applications must remain functional and ready to address new opportunities and business needs.

SDS provides professional support and maintenance for our customers:

The Cost-effectiveness of software support and maintenance is achieved through SDS’s professional services from the developer of the application during its entire life cycle. SDS knows and understands the importance of support and maintenance which is the key to value.
Confidence is the key to successful outsourcing. Quick response to your needs and a smooth functioning software eliminates the expense of down-times and customer headaches.
A planned software evolution alone ensures aggressive growth of your business. Performed support and maintenance procedures give us valuable knowledge for predicting any necessary software evolution. System monitoring indicates an increase in software operations. User support reveals the opportunity of functionality extension. Based on this knowledge, our customer’s priorities, and estimated return from the modifications, we are able to recommend a strategy of software evolution.

Software Support

Software support includes warranty, development resource availability, and user support.

The warranty addresses clients’ concerns about the delivered quality and reduces the learning curve for users. The warranty covers:

User support to an extent specified in the software development agreement
Free elimination of defects

Development resource availability is SDS ensuring effective knowledge sharing and having technical staff with certain skills to implement modifications to the software system quickly and efficiently. Modifications can be implemented on a fixed-price or time & material basis.
User support can be extended within the warranty, ensuring that user questions are responded to during a guaranteed period of time. As a result, employees can perform their jobs efficiently.
Developer resource and user support can be made available 24/7, the same day, or the next day. The selected option depends on how critical the response time is for your business.

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Software Maintenance

Minimizing Software down-time is the main purpose of software maintenance procedures. SDS software solutions maintain average availability of 99.8%. This translates to no more than 17.5 hours downtime per year for maintenance procedures and other issues.

Maintenance Cost Reduction

Regular maintenance procedures expense are decreased through:

Our experience in up to date programming technologies and products
Knowledge of existing software solutions
Recommendations for software improvement, including calculations of upgrade costs and outcome
Selection of the most effective software monitoring tools for the current software solution
Optimization of maintenance methods for the specific software solution

"SDS’s elevated level of service guarantees fewer anomalous situations or problems - which reduces the cost of eliminating future obstacles.

Software Maintenance Procedures

Critical maintenance procedures and maintenance terms are defined according to system architecture and system availability requirements:

Environment configuration
Software solution deployment
Backup configuration
Software system monitoring

Daily: software system status
Weekly: backup status check and analysis of software logs and resource usage trends
Monthly: critical security patches and upgrades

Resolution of issues

SDS provides our customers with full-cycle services from analysis and development to support and maintenance. We assume complete responsibility for the developed software solution and provide reliable software infrastructure for the business of each of our customers.