Support and Maintenance Services

THE SCOPE OF OUR SERVICES

Application support

Creating and maintaining detailed information for user self-service.

Guiding materials for users:

  • Product and technical information.
  • Manuals.
  • FAQs.
  • Knowledge base with convenient search.

Solving basic application usage issues.

  • Receiving and registering requests submitted via phone/video calls, chat, social networks, email, self-service portal.
  • Prioritizing support requests.
  • Solving basic user issues (e.g., password reset, logging in/out, etc.).
  • Escalating unsolved issues to the next support level and providing issue status updates according to an agreed SLA till resolution.

Fixing application configuration and infrastructure issues.

  • Resolving software configuration incidents.
  • Administering application environment and user accounts.
  • Software installations.
  • Log investigation for root cause analysis of the issues.

Resolving application issues on the code level.

For custom applications:

  • Fixing complex issues by introducing changes to the code and database.

For platform-based applications:

  • Correcting customization issues.

Application maintenance

Introducing application enhancements.

Application evolution

For custom applications:

  • Developing new application features.
  • Adding software integrations.
  • Application re-architecting, containerization.

For platform-based applications:

  • Introducing new application customizations.

Ensuring the application quality and undisrupted functioning during the defects fixing, introduction of new app features and integrations.

QA and testing

  • Manual and automated testing.
  • Unit, API, and UI testing.
  • Exploratory and regression testing.
  • Functional testing.
  • Integration testing.
  • Compatibility and localization testing.
  • Security testing.
  • Usability testing.

Ensuring app stability and scalability.

Application performance management

  • Selecting and configuring tools for app performance monitoring and testing.
  • App performance monitoring to detect unfavorable trends (evolving slowdowns or issues).
  • App performance testing (load, stability, scalability, stress testing).

Ensuring the safety of business and customer data.

Application security management

  • 24/7 security monitoring.
  • Scheduled app vulnerability and misconfiguration diagnostics.
  • Penetration testing.
  • Detailed vulnerability reports.
  • Fixing discovered vulnerabilities.

Contacts Us for services

Guzo India

Section 1

section1

Section 2

section2

Need help?