Professional Software Support Services and IT Maintenance

What we offer

Software support services

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We provide basic and advanced software support services. Our technicians have experience maintaining the software after the project completion, supporting legacy systems, or 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’s documentation, user manuals, run books, metrics up-to-date.

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 do a software audit and come up with 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, 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 audit. 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.

Software support

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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.

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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.

Professional support

Our tech support and maintenance specialists are strong developers, business analysts, and test engineers. As a team, they will consult you and identify your needs. Depending on the software audit, your requirements, or business analysis, we will develop the most effective strategy for your project.

Multiple options

Unlike other software maintenance companies, we offer a wider range of support options. Our clients are pleased to have a chance to select a comfortable schedule for this service and match their budget expectations with our offers.

Advanced consulting

Apart from getting professional software support solutions and services, we provide consulting on digital transformation, software architecture, IT infrastructure, and many other aspects associated with custom software development.

Transparent cooperation

We are focused on providing high-quality services; that’s why you will be provided with regular reports depending on the service type that you get as a customer. We will report troubleshooting, bug fixing, new functionality release, issues, changes, etc.

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.

Identifying your needsWe start by identifying your challenges to define the best service option for you. Our software support services are categorized according to a two-tier approach. Below is brief information on the scope for each category.

Knowledge transferFor effective and quick support, we put a team together, hold multiple sessions to get all the knowledge about your project and project-specific issues, and build support plans and workflows according to your needs.

L2 technical supportTier 2 technical support is a prioritized troubleshooting process where we help our customers resolve system issues without changing the code. The scope of these services covers databases, software systems, cloud solutions.

L3 technical supportTier 3 software maintenance support requires changes made in software code. The service scope includes bug fixing, integration issues, performance- and security-related problems and failures. L3 support representatives usually know the product backend.

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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. So, here you see a list of the most critical things to prepare for discussion.

Project goals and roadmap
High-level project requirements
Project-specific documentation if available, for example, software architecture and mockups
A contact person from your side to get information from while troubleshooting
Remote access capabilities if needed