Software Maintenance and Support Services

Reliable and predictable outcomes

Our reliable and predictable outcomes are based on a proven methodology and unique approach that has served our 250+ clients and growing. Our proven methodology and unique approach have helped us deliver customer satisfaction, profitability and has ensured:

Efficient knowledge transfer from existing staff Well defined steady state maintenance procedures for enhancements, bug fixes, migrations and sunset Efficient resource and infrastructure planning Continuous improvement in service outcomes

Experienced Software maintenance and support partner

We understand your software maintenance and support challenges with more than thousand software product releases completed to date. We have an abundant track record of over a decade across a spectrum of enterprise, line-of-business and systems software markets as well as all major development platforms.

Create a winning customer interaction experience

We create a favorable customer experience for your end users through effective takeover of support operations with deployment of key senior personnel who drive the support transition process. We do this using proven processes and templates. We interact with you over channels you are comfortable with – telephone, mail, chat and screen sharing sessions. We have well defined SLA's that guarantee quick responses to a customer's situation and effective resolution of the issue. Our technical personnel come with soft skills training to create a customer experience that goes beyond the satisfaction of getting his / her support issue resolved.

Flexible engagement parameters to best-fit your needs

You can easily ramp up and ramp down on resources to meet profitability and customer satisfaction goals. We advocate and practice total business transparency to arrive at mutually beneficial terms. While working with us, you get a service provider with the mindset of a partner who goes the extra mile to meet your business objectives.

Software products are forced into a phase of decline and subsequent obsolescence by changing business, technology and competitive forces. Outdated software turns into a problem for both software product companies and customers.

Resource allocation

Software companies struggle with proportioning their limited resources between forward looking software development initiatives and software maintenance activities. With lowered investments in infrastructure, processes, and people to support software maintenance activities, it becomes increasingly harder to deliver necessary enhancements and support at the same level of quality and timeliness customers are accustomed to.

Retention of personnel

Personnel deployed on legacy software maintenance become harder to retain, especially if they compare their roles with the more exciting development positions in the rest of the organization. Many times the same personnel consider keeping their knowledge undocumented and in their own head as a means of job retention. So when they do decide to leave, training new personnel becomes an uphill task.

Uncertainty in client upgrades leads to uncertainty in revenues & profitability

After announcing the end-of-life of a product, maintenance revenue streams and customer support volumes are hard to predict making it very hard to assign support resources profitably.

Outsourcing as a solution

Many software product companies turn to specialized partners to help enhance the life cycle revenues and profits for their existing product portfolio, while deploying their internal resources on more strategic software R&D initiatives. This gives software companies the much needed flexibility to scale up or scale down partner resources in line with maintenance revenues and support volumes and the option to continue selling these products as long as they are profitable. Outsourcing has turned out to be the most effective way to balance maintenance of existing software while pushing for new software development.