Support & Maintenance
Application support and maintenance services are aimed at ensuring that apps are very accessible, trustworthy and stay in line with current business demands. Since 2013, Magedia has been providing essential and advanced support and maintenance for applications of various purposes and industries
IT SUPPORT INFRASTRUCTURE WE PROVIDE
Magedia continues to provide the below multi-tier support that can be easily adjusted to your specific demands:
Level 1 support
Includes a user support team that gets requests in your preferable way – by phone/video calls, social networks or chat, via email, using a tracking system or specific web forms. The Service desk team is responsible for the requests registration and prioritization. Team specialists collect the full description of the issues you faced, and either directly resolve simple, previously documented problems or pass them to the next support level. Support Engineer takes charge of the incident and updates status according to the agreed SLA till its end.
Level 2 support
Includes well-trained technical support specialists to work with system troubleshooting, control key performance indicators of the system as well as deal with simple configuration problems, software installations, and daily maintenance.
Level 3 support
Includes engineers with a good understanding of the platform and technologies used in your app. Having access to the application’s server side, the team solves more complex problems – previously not registered or demanding code reviews or significant changes in the system. The engineers can also implement complex configurations, administration of the database as well as network and server fixing.
MAINTENANCE AND SUPPORT PRICE MODELS
Time and Material (T&M)
At the end of the month you get the invoice according to the work performed for the continuous support of the existing application.
You pay beforehand at a lower hourly rate for a bunch of hours during which our team will deliver ongoing support of the existing application.
24/7 Help Desk (Support Center)
Out dedicated technical support specialists address the emerging issues of the application around the clock for a monthly flat rate.