What we offer
Application support and maintenance services are a combination of routines and measures that provide the ongoing care and maintenance of existing applications and programs. They include addressing issues and bugs, managing updates and upgrades, and providing valuable insights into the health and usage of the apps.
DICEUS offers a full range of application maintenance and support services that can be proactive and reactive depending on the help your app may require. Our engineers possess various protocols to ensure your apps’ proper functioning, performance, and uptime. We proactively monitor and prevent potential problems or issues within your application from technical and infrastructural perspectives.
Mobile app maintenance
Within the scope of our application support services, DICEUS monitors the performance and stability of mobile applications and manages user feedback and requests for new features or changes. Besides, we help customers update their app versions, fix bugs, and patch security vulnerabilities. Proactive troubleshooting, managing app store updates, and providing guidance to app owners on handling the app is also in the range of our services.
Web app maintenance
DICEUS provides monitoring web apps for issues, managing server updates, and supporting web app teams to ensure their project runs with no interruption. Our web application maintenance and support service also includes tracking and analyzing user metrics and app usage data, allowing the web app to remain up to date with current technological trends and standards and capable of withstanding fluctuations in traffic. We help web app owners work on regular and occasional upgrades to ensure everything runs smoothly as new features are introduced.
Cloud app maintenance
We provide managing and maintaining apps hosted on cloud-based infrastructures. It includes managing the infrastructure and maintaining the app components within the cloud environment. Our cloud application maintenance service also covers regular monitoring of the performance, uptime, and availability of the cloud application. DICEUS participates in the planning and implementing updates and upgrades to the cloud apps. Sometimes, we provide technical support through live chat, email, and phone.
Level 1 support (L1)
L1 is typically the most basic level of support and is usually the first point of contact for users and customers with technical issues or questions. Our Level 1 support provides initial guidance and troubleshooting and often involves answering frequently asked questions or helping users through an app or service workflow. Level 1 support usually does not have the necessary visibility or access to provide more complex technical support requests. It often serves as a gatekeeper for other support specialists to filter out basic-level issues and requests before they are escalated.
Level 2 support (L2)
More senior and experienced support engineers provide Level 2 support with a more flexible scope and mandate than Level 1 support. Our L2 support experts assist customers in configuring servers, setting up monitoring systems, arranging cloud migration, and optimizing DevOps routines. Even though Level 2 support typically handles more severe and critical issues than Level 1, it remains client-facing and directly accessible. L2 requires more robust communication and customer service skills when dealing with more frustrated and upset users who cannot resolve their problems via Level 1 support.
Level 3 support (L3)
Our Level 3 support team is the central point of contact for all technical support requests from the app owner and handles all sophisticated inquiries related to the app’s functionality. Our L3 support experts get down to work when app maintenance requires the most profound expertise and knowledge. They can revise the app’s source code to determine whether the current issue is rooted in the legacy architecture. They help customers develop a plan for a comprehensive app restoration when fundamental changes in the app functionality are necessary.
Since 2011, DICEUS has provided professional application maintenance and support services that can reliably ensure any application’s stability, security, and uptime. By monitoring and managing the apps, DICEUS helps customers keep the app running smoothly and effectively. Our application maintenance can provide valuable insights and feedback into any issues or problems with the application, which allows the app owners to understand better and address them. We help our customers stay confident that their apps always work as intended and provide maximum value and benefit for users.
By providing access to specialized support and guidance from our technical experts, DICEUS enables organizations and businesses to use and optimize their applications to ensure maximum efficiency and productivity while minimizing risk and downtime. Our app maintenance services help customers reduce the risk of security breaches, data loss, fraud, and other potential threats in such a context. Thus, our application support services can considerably boost the app’s performance and be cost-safe for any organization.
Benefits of IT support and maintenance services we provide
Any application is intended to bring value to users and revenue to the app owners. The longer the app performs consistently, the longer users and owners benefit from the app. Hence, we aim to keep the stability of the app’s performance over its entire lifecycle. DICEUS has and uses an extended range of means and tools to provide our customers with knowledge, assistance, and workforce, facilitating app maintenance at any level of expertise.
How we provide application maintenance and support services
Over the years in the business, DICEUS has developed a particular algorithm for application maintenance and support. Our support engineers work closely with the customer during the initial phase to create a complete understanding of the customer’s business and organization. Once a detailed scope of work has been completed, the implementation phase begins, in which all the necessary technical elements of the project are implemented, monitored, evaluated, and adjusted accordingly. The maintenance and support can last until the application lifecycle is over or until the project’s completion.
What impacts your project duration
Each of the following factors can impact the duration and timing of the project, so it is essential to consider them all when planning and executing an application maintenance project.
- The complexity and scope of the app
- The level of support and service required from the application maintenance service provider
- The level of involvement and commitment from the customer
- Any unanticipated events or unexpected delays
- Insufficient access to the customer’s infrastructure and IT resources
What affects your project costs
It is essential to be aware of the following potential factors and variables and to discuss them with the customer to determine an appropriate and accurate budget and costing basis, allowing for successful project delivery and cost efficiency.
- The scope and complexity of the app/project
- The technical expertise required from the application maintenance service provider
- The urgency and timeline of the project
- The availability of the customer’s executives for communication
- Unpredicted events or unforeseen challenges
What we need from your side
We expect our customers always remain engaged and involved with the project. We typically require the following materials and actions from them to ensure that the development and implementation of the project run smoothly and within budget and timeline.
- Detailed project scopes and requirements
- Project timelines
- Budgetary limitations, if applicable
- Any specific data and metrics that can be used to monitor and improve project progress
- Access to application servers or other internal systems as required
Our tech stack
Explore our case studies
Frequently asked questions
What is application support and maintenance?
Application support and maintenance are activities to ensure an application’s smooth and optimal functioning. It is often performed regularly and typically includes checking and monitoring the app for any issues or problems, providing technical support and assistance to users, and ensuring the application is up to date with the latest features and capabilities. Additionally, these services include providing ongoing security measures to prevent and address potential threats and vulnerabilities.
What is the difference between application support and application maintenance?
Application support and application maintenance are two related services but have distinct focuses. Application support is a more proactive service that usually involves regular customer interaction to assist with specific requests or questions. It can also include providing more long-term support and guidance for the application. Application maintenance focuses on monitoring and addressing potential issues and problems and keeping the application up to date. It is more reactive and short-term focused than application support and is geared towards preventing and quickly resolving problems.
Why choose DICEUS for application maintenance?
Our application maintenance engineers understand the technology and business processes involved in enterprise app development and implementation, which help DICEUS provide a more informed and detailed level of support for clients. Our partnership with the major technology providers enables us to reach many helpful resources, such as training and certifications, technical support, and access to valuable data and analytics. When utilizing agile practices, our support engineers focus more on delivering value and business outcomes to app owners, providing substantial competitive and cost-saving benefits for all our clients.
