We have been building and then supporting enterprise business applications for over a decade. We don't offer technical support on standard packaged software, although we do often get involved in helping resolve issues with third party products but that really isn't our area of expertise. We're all about applications and databases.
Application support is very different to standard technical support such as the support you might need for your Windows XP installation or your Sage Accounts software. Although often complex, these products are packages which are the same for every user and therefore the amount of business knowledge required by the support company is very little. If you call Microsoft with a problem in Microsoft Excel™ the support technician at the other end of the phone does not need to know the ins and outs of your complex business, they just offer assistance on what the product should do.
Bespoke application support requires an in depth understanding of the business and how the user community uses the software in carrying out their function. By its very nature, bespoke software is different to anything else in the marketplace because your organisation is different. You might be in a niche industry or differentiate yourself from your competitors by being smarter with technology. Either way your application is as niche and unique as you are so when your users need help they need to call people who understand not only how to use a windows or web application but that truly understand your business and your data.
We don't write applications that sit on the edge of your organisation, we write line of business applications that you run your business on. That makes these apps critical to your success and that means they need fast, informed support from people who know you and your data.
We offer support in different engagement models to suit you but we encourage our clients to take out maintenance agreements and support contracts that ensure you are covered no matter what the cause of the problem.
Our maintenance contracts ensure your applications keep running even if underlying technology shifts. Ever been caught out by new security updates from Microsoft or a new Flash Player from Adobe? Most of our clients have, and that's why they have maintenance plans in place that ensure we provide fast fixes whenever one of these vendor events occurs.
Our support contracts ensure your business is operating at peak performance with your bespoke software. We encourage our clients to opt for fixed price, unlimited time contracts which means no matter how much time you need from us you will only pay your annual fee. These are usually very cost effective as they are based on 20% of the development cost. Regular reporting ensures you are not under-utilising our service or over-paying for hours you are not using.