Application Support and Maintenance Services
With 8 years of experience in support, LogiKick provides comprehensive support for all your web application needs. Maximized availability, complete functioning, and sustained evolution – application support, LogiKick ensures it all.

Know the Difference: Support vs. Maintenance

They're key to a web app's lasting success, but focus on different things: support keeps it running, maintenance keeps it evolving.

Maintenance keeps your app running smoothly (fixing bugs, updating security) and adapting to your business (scaling, adding features).
App support helps users get the most out of the app by fixing problems, teaching them how to use it, and making it easier to use.
Our experts are keen to assist.
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Application Support and Maintenance Services

Application Support Team

The web app support team can include an app support manager, user support agents (L2/L3), DevOps and test engineers, software developers.

Support Budget

Support complexity depends on your app's features and future changes impact how much support is needed.

Cross-Browser Compatibility

Web app maintenance ensures your app works flawlessly across browsers and devices. Cross-browser compatibility and responsive design keep it accessible for everyone.

Continuous Improvement: Service Delivery

We ensure you get the most from our services. We review roadmaps quarterly and analyze expert performance and your feedback to tailor our support to your evolving needs.

The Scope of Our Services

This outlines a general scope for application support and maintenance. Specific details will be confirmed during discussions with each client.

Application Evolution - Updating existing functional modules. Developing new application features.
Application Security Management - Regular Audits, Incident Troubleshooting and 24/7 security monitoring.
Application Performance Management - 24/7 performance monitoring of the app to detect and resolve unfavorable trends.
L0 Support - Preparing Manuals, FAQs, Product Details and guiding materials for users.
L1 Support - Prioritizing requests received via defined communication modes and resolving basic user issues.
L2 - Administering app environment, user accounts, optimizing software installation and log investigation root cause analysis.
L3 Support - Root Cause identification & resolution via swift changes to the code and database, rolling out comprehensive patches.

Get LogiKick support for your web apps, in 4 easy steps

#1 Pinpointing Support Needs: Key Considerations

  • Complexity and Resources: This includes the breadth of support required (scope) and the personnel and tools needed (resources) to deliver it.
  • Timeframes - This determines the timeframe for this support (timeframes).
  • Application Maturity: A seasoned application (application's age) might have different support demands compared to a recently launched one.
  • Performance Benchmarks: The application's expected speed, reliability, and responsiveness influence the support approach.
  • Integration Landscape: The number of connections between the application and other systems (number of integrations) can impact support complexity.

    • #2 Outlining KPIs relevant to your application support needs

    For reactive application support:

  • First response time.
  • User satisfaction score.
  • Resolution rate.
  • Average time to resolution.

    For proactive application support:

  • Application availability.
  • Application outage time.
  • Meant time to recovery.
  • Number of implemented change requests.

    • #3 Level of application support; Basic end user support, Administrative support or Technical support

    Tools and specialists for the project depend on the required level of application support:

    For reactive application support:

  • ITSM or ticket automation software.
  • Tools for communication between application users and app support team (e.g., a call center software, email clients, customer portal, messengers like Microsoft Teams, Zoom, etc.).

    For proactive application support:

  • Continuous monitoring software for getting metrics on the overall application health, e.g., uptime and downtime, throughput, etc.
  • Application performance management (APM) software, per customer's need.
  • Code review tools, per customer's need.
  • Application security scanning software.
  • Cloud cost management tool.
  • Software testing frameworks and tools for automated API and UI regression testing.

    • #4 Next Steps: Setting the Stage for Success

  • The initial phase involves collaborating with the client to define service objectives (SLOs/KPIs)
  • Accordingly, pricing models (monthly fee, hour buckets, T&M, per-ticket pricing based on support scope), and application support costs are identified.
  • This ensures a clear understanding of expectations and lays the groundwork for a successful partnership.
  • A formal collaboration contract and NDA will solidify the partnership.
  • Knowledge transfer ensures a smooth handover.
  • Support tools (ITSM, monitoring, APM) will be configured or customized to meet specific needs.

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