Software Maintenance and Support Services

• Focuses on proactive improvements and planned updates.
• Fixes non-urgent issues before they affect performance.
• Enhances security, scalability, and system reliability.
• Keeps your software compatible with the latest technologies.
• Uses tools like maintenance management software and computerized maintenance management systems to manage upgrades effectively.

• Focuses on reactive assistance when urgent issues occur.
• Resolves bugs, errors, and downtime that impact daily operations.
• Provides quick troubleshooting and user assistance.
• Ensures your software runs smoothly after deployment.
• Utilizes maintenance tracking software to monitor and resolve support requests quickly.

• Handle user queries and technical requests efficiently.
• Resolve common issues like login errors or patch installations.
• Escalate complex issues to advanced support levels (L2/L3).

• Continuously monitor software performance and stability.
• Troubleshoot and fix application configuration issues.
• Manage user accounts and database administration.
• Conduct root cause analysis to prevent recurring problems.

• Address code and database-level issues promptly.
• Develop new features and enhancements.
• Implement integrations, migrations, and software customization.
• Perform unit testing to ensure smooth functionality.

• Conduct functional, regression, and integration testing.
• Ensure software quality and reliability post-updates.
• Validate system security and performance after fixes.

• Streamline deployment using CI/CD automation.
• Manage and optimize cloud infrastructure.
• Handle configuration management and monitoring.
• Maintain uptime and scalability for evolving systems.

• Monitor and safeguard software against vulnerabilities.
• Perform regular security audits and compliance checks.
• Respond to potential threats with proactive defense measures.
• Ensure data privacy and regulatory compliance across systems.

From $4,000 per month

• Maintenance for customer-facing software with active development.
• 8/5 monitoring and management of performance, security, and availability.
• L3 support with a high number of change requests expected.

From $2,000 per month

• Maintenance for mature enterprise software.
• 8/5 monitoring of performance, security, and availability.
• L3 support with a limited number of change requests.

From $13 per ticket

• L1 support for end users.
• 200–300 L1 tickets per month.
• 24/7 time coverage.

From $36 per ticket

• L2 support for end users.
• 40–160 L2 tickets per month.
• 8/5 time coverage.

• Costs for software configuration, help desk, and support tools.
• Investment in staff hiring and training.
• Ongoing salaries, benefits, and tax obligations.

• Pricing models (per ticket or by allocated hours).
• Volume of help desk tickets included in the agreement.

Purpose: Fixing issues and bugs identified during software use.
Activities:

• End-user support (L1) for resolving usage problems and glitches.
• Application support (L2) for troubleshooting performance, configuration, and security issues.

Timing: Reactive

Purpose: Updating software to stay compatible with new environments, regulations, or technologies.
Activities:

• Application support (L2) for complex troubleshooting.
• Infrastructure optimization and cloud resource management.

Timing: Reactive / Proactive

Purpose: Enhancing software by adding new features, improving performance, and boosting user experience.

Activities:

• Development support (L3/L4) for new functionalities.
• Regular QA activities and code reviews.

Timing: Proactive

Purpose: Reducing the risk of future issues by monitoring and optimizing software performance.

Activities:

• Security, performance, and compliance monitoring.
• Code optimization, refactoring, and QA activities.

Timing: Proactive

Purpose: Handling critical bugs or vulnerabilities that require immediate attention.

Activities:

• L1 support for urgent end-user issues.
• L2 support for complex troubleshooting with priority escalation.

Timing: Reactive

Purpose: Anticipate and resolve potential issues before they impact performance using data and analytics.

Activities:

• Continuous monitoring of system health and user behavior.
• AI and automation to predict failures and performance degradation.
• Proactive resolution to ensure uninterrupted operations.

Timing: Predictive / Proactive

• Focus: Fast bug fixes to restore operations.
• Use Case: Ideal for urgent problems that require immediate solutions.

• Focus: Regular updates to improve functionality and performance.
• Use Case: Ideal for growing businesses that need ongoing evolution.

• Focus: Save time and cost by leveraging existing components.
• Use Case: Ideal for businesses aiming for faster deployment and consistent performance.

• Full control over your maintenance process
• Direct communication with your internal team
• Easier alignment with internal goals
• Potential drawbacks: higher cost, limited expertise, and increased management effort

• Combines internal control with external efficiency
• Scalable access to skilled professionals
• Cost-effective for growing projects
• May require extra coordination to ensure seamless collaboration

• Access to expert teams without hiring overhead
• Reduced workload for your internal IT staff
• Continuous software optimization and faster issue resolution
• Risk of vendor reliability can be managed by partnering with trusted providers like Cloudester

Get a specialized team working exclusively on your software’s maintenance and performance

Pay only for the support hours or issues resolved, ideal for businesses with variable maintenance needs.

Cloudester takes full ownership of your software’s health, updates, monitoring, and long-term reliability.

We analyze your software ecosystem, create a structured maintenance plan, and build the right team to execute it effectively. Cloudester helps you select the ideal sourcing model and tools to ensure seamless and efficient operations.

Our dedicated professionals manage your entire software maintenance lifecycle from proactive monitoring to multi-level (L1–L4) technical support. Cloudester ensures system reliability, performance optimization, and continuous improvement under measurable service standards.