What we offer
We provide basic and advanced software support services. Our technicians have experience maintaining software after project completion, supporting legacy systems, and supporting software products developed by other vendors.
The scope of software support services depends on customer needs. For effective technical support and maintenance, we store source code and keep every project documentation, user manuals, run books, and metrics up-to-date.
Software support services
Functionality integration
We are a software support company to help you design, develop, implement new functionalities, and integrate them with other features or third-party applications used within your organization. Our architects will provide a detailed integration framework.
Software upgrade
Upon your request, we will conduct a software audit and provide ideas and recommendations on what can be improved and how. Our architects will offer the best way and technology solutions to implement system improvements.
Support team
For long-term and complex projects, we have dedicated technical support teams consisting of the project’s team members available according to multiple options like on-call, 24×7, or during a certain time on business days.
Ongoing support
Ongoing software support and maintenance services include break/fix services, bug fixing, troubleshooting, backup, ongoing guidance, and advisory, etc. Our specialists are always available to address your software-related issues.
L1 help desk support
We offer Level 1 technical support for basic IT troubleshooting. Our technicians will accept your inquiries and help you if the problem is clear and simple. In other cases, consultants will assign L2 specialists for more professional assistance.
L2 help desk support
DICEUS provides no-code tier-2 help desk support for essential customer questions concerning IT infrastructure, software, break/fix, and configuration. In addition, you can get professional IT consulting and guidance on troubleshooting.
L3 help desk support
With L3 technical support, you can access expert resources (middle and senior architects and software engineers) to solve IT problems or create new features. Our specialists will identify root causes, and once those are defined, it is decided whether to build a fix.
Software audit
Along with providing support for software issues, the DICEUS team also specializes in software audits. We do IT audits for software developed not only by our dedicated teams but also by other developers. In our audits, we apply these evaluation techniques—questioning, measuring, workshops, and validating.
Discovery phase
Discovery phase, also referred to as business analysis, is a more complex project aimed at discovering business challenges, issues, and goals. It is an in-depth analysis of your current business processes and the way they are aligned with your current software.
Maintenance
DICEUS provides IT and software maintenance, which means we provide services aimed at modernizing and updating software systems and applications to improve the product after it has been already released. It can include bug fixing, performance improvement, or new feature development.
We provide standard break/fix services, technical support, and software maintenance services for the software developed either by our company or delivered by third-party vendors. Having continuous IT maintenance and support in place allows you to eliminate many risks and plan the IT budget. Besides better software performance, you benefit from managed security, enhanced business continuity, and overall company efficiency.
Software support
Our achievements
Benefits of our software maintenance and support services
We provide reliable software maintenance and support services for quick troubleshooting, digital transformation, and various improvements. Get in touch with us to discuss your needs. Learn how hundreds of our clients have already benefited from professional software support.
Our IT maintenance and support process
We provide IT support and maintenance for all types of software, no matter how it was developed – by our company or by some other vendors. We have a well-defined process for this service and multiple options like L2 and L3 technical support. First off, cooperation starts with discovering your needs and requirements. Then, our tech specialists will come up with a personalized proposal for you. Once agreed, we maintain knowledge transfer for efficient work.
What impacts your project duration
Technical support time depends on what level of services you need. We have multiple options on the support schedule:
- 24×7 (covers all time zones, a week around)
- 24×5 (covers all time zones, business days)
- 12×5 (covers 12 hours a day, business days)
- 8×5 (covers only business hours)
- On-call support and its variations
What affects your project costs
Once we understand your needs, you will know the price. Needs and requirements are discussed within the project development process or upon your specific request.
- Project scope and complexity
- The chosen technology
- Project completion urgency
- Engagement model: Time and Material, Dedicated Team
- Type and level of software support services
What we need from your side
To offer the best software support solutions, we ask our clients to provide as much information about the project as possible. Having all the details at our fingertips, we can study your business and technical challenges carefully. To provide software support services, we typically need the following from the client:
- Technical documentation and system architecture overview
- Source code repository access or build artifacts
- Access to the software environment, where applicable
- List of third-party services, integrations, and dependencies
- Infrastructure details (cloud provider, hosting, CI/CD pipelines)
- Security and compliance requirements
- Current issues, known risks, and incident history
- SLAs, support scope, and escalation rules
- Contact points and communication channels
- Knowledge transfer from your development or support team
Enterprise software support services for business-critical systems
Downtime, performance problems, and old systems can hurt your revenue and customer trust. Our software support services keep your business running smoothly with proactive maintenance, quick responses, and expert troubleshooting for complex software setups.
Whether you need regular support or help with a critical system, we make sure your enterprise software runs reliably today and can grow with your business in the future.
- Support for legacy, custom, and third-party systems
- Architecture and scalability recommendations
- System audits and documentation review
- Software upgrades, patches, and security updates
- L1–L3 technical support and incident management
- 24/7 monitoring and rapid issue response
- Bug fixing, root cause analysis, and performance optimization
- Knowledge transfer and long-term maintenance planning
Do you need enterprise software support that fits your systems?
Our tech stack
Explore our case studies
Our partners
Industries we serve
Banking
Fintech
Insurance
Logistics
Retail
Healthcare
Customer feedback
Elena Markova
Board Member, UNIQA Ukraine
We were impressed by the depth of the UX analysis they did in terms of our customer’s research, buyer persona creation, user journey mapping, etc. All the information like research findings, for instance, was presented in a clear form (presentations, Miro boards, clear infographics) so it was quite easy to understand what we need to build and why.
Antoaneta Karagyozova
CPSO, Fadata
We are happy with DICEUS’ software implementation services. The team’s workflow is highly effective and professional in all aspects of the engagement. All clearly understand what goals we’d like to reach and do their best to do that as efficiently as possible. Overall, the partnership has been successful.
Phil Reynolds
CEO, BriteCore
The DICEUS team has consistently supported the BriteCore team for many years. Their engineers are well-educated and highly invested in the ongoing quality of the BriteCore platform with sustained relationships that extend over four years. We appreciate everything the DICEUS team brings to the table as a development partner.
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Frequently asked questions
What are software maintenance and support services?
IT maintenance and support services are required to ensure business continuity in an unplanned event, support your software systems by professionals, and provide the excellent user experience.
How much does it cost to avail of IT maintenance and support?
The cost of software maintenance services depends on what support schedule you choose or what kind of maintenance you need. Contact us for an estimation.
What are the advantages of software support solutions?
We provide IT maintenance and support on time and budget, considering your project-specific needs and requirements. Besides, we guarantee regular reporting.
