Application Support Services
We can provide 24 X 7 after-launch technical and non-technical software support services. This includes answering your user questions about application, debugging and troubleshooting, and esclating issue to right engineering groups.
Our experienced tech specialists will ensure the flawless operation of your IT infrastructure so you can devote your time and resources to more strategic business tasks.
Our Service Promise in Numbers
Application support and maintenance services are aimed at ensuring that all types of apps are highly available, reliable, and relevant to your constantly evolving business needs. Since 2021, Bluehole delivers full-range IT maintenance and support services to our partners.
> 90%
application user satisfaction rate< 2 Hr.
for first response to user< 8 Hr.
for a hot-fix deployment< 1 Wk.
for a minor app upgradeThe Scope of Our Services
Application support and maintenance services are aimed at ensuring that all types of apps are highly available, reliable, and relevant to your constantly evolving business needs. Since 2015, Bluehole delivers full-range IT maintenance and support services to our partners.
L0
Guiding materials for users:
- Product and technical information.
- Manuals, FAQs.
- Knowledge base with convenient search.
- Continuous maintenance of all guiding materials.
Bluehole's proactive L0 services reduce the L1-L3 requests by 60%.
Pricing model: Fixed price – you pay a fixed fee for the services.
L1
Guiding materials for users:
- Receiving and registering requests submitted via all possible communication means.
- Prioritizing support requests.
- Efficient SOPs and ITSM processes.
- Providing issue status updates according to an agreed SLA till resolution.
Pricing model: Fixed price – you pay a fixed fee for the services.
L2
Guiding materials for users:
- Resolving even the most serious incidents in less than 8 hours.
- Administering application environment and user accounts.
- Optimizing software installation.
- Log investigation for issue root cause analysis.
Pricing model: Price per ticket – we define the L2 ticket cost and you pay at the end of the month for the number of tickets we resolve.
L3
Guiding materials for users:
- Identifying and fixing complex issues via swift changes to the code and database.
- Root cause issue resolution.
- Rolling out the most comprehensive patches and hot-fixes in less than 24h.
- Prompt correction of customization issues.
Pricing model: Monthly subscription fee – you pay each month for our continuous L3 support services at a reduced hourly rate.
Start from scratch, or grow your team?
The choice is yours
We offer two models: You can engage our team for a specific project or use our experts to augment yours on an ongoing basis. In both cases, our developers operate alongside your in-house team, so they adapt to your routines, whether that means daily standups, code reviews, strategy sessions, or spontaneous chats.
OUR Development Values
No matter what your idea is, we know how to create a stunning mobile solution that will bring you the expected ROI.
Speed
Simplicity
Security
Reliability
Scalability
Usability
No matter what your idea is, we know how to create a stunning mobile solution that will bring you the expected ROI.