Maintenance and Support

We believe that professional maintenance and support is the right way to reduce software system TCO and ensure useful improvements and optimizations. This is not only about availability of single units and modules; it is also about making sure that the entire IT-infrastructure is cost-effective and runs smoothly and reliably.

MAINTENANCE AND SUPPORT
SOFTWARE MAINTENANCE
IT SUPPORT
TASK AND BUG TRACKING
Full Cycle

Support and maintenance outsourcing provided by STEMDOT ensures all-round support – from impartial software assessment & consulting to 24/7 IT system maintenance. STEMDOT releases your company’s staff of routine tasks, helps to optimize IT costs and saves time to advising and supporting customers.

Qualification

Our team of professionals with narrow specialization in software maintenance and support is uniquely qualified to settle the most difficult software problems and issues.

To provide our partners with all advantages of smoothly functioning software we offer multiple options for Maintenance & Support Services or outsourcing of the entire operations:

As a part of STEMDOT’s full-cycle solution implementation
Task/bug tracking systems deployment and customization
Software maintenance and support
Consulting and staff training
Web application improvement
Security audit
IT support
Migration
Effective Software Maintenance
Perfective and Corrective Maintenance

The services delivered by STEMDOT are designed to meet specific challenges that your software faces. STEMDOT can enhance, re-engineer or customize your solution, tackling minor and major issues that trouble or hamper system performance and functionality.

Adaptive Maintenance

As time goes by, corporate software and hardware is complemented, interchanged or removed to stay in line with the changing business requirements and technology updates. Adaptive maintenance delivered by the STEMDOT’s team ensures that your software and hardware work stably and reliably in the new, altered environment.

Scheduled Maintenance

These services enable facilitated updates & releases management to ensure that your system or application stays in line with the latest technology and far ahead of competition.

If non-stop operation of your system is top critical to your business, STEMDOT can simultaneously proceed with our maintenance activities in background mode: while we are enhancing or fixing your solution the system remains available 24/7.

Professional Software Support

We offer 2nd and 3rd level support services of applications developed by STEMDOT earlier or by any third party to restore failed services and applications as quickly as possible. STEMDOT’s professional services span but are not limited to
Issue detection, diagnosis, analysis and solution delivery
Workaround provision
Hot fixes
New releases and updates
Service and feature packs delivery
STEMDOT is constantly focused on the latest technology research to improve the fail-safe characteristics of your software. We can re-install your application from the beginning, migrate it to a new environment or hosting provider.

4th level support including application enhancement

STEMDOT will professionally develop and implement the new application functionality, which may include transformation, migration, and extension of your current application or legacy system to keep it usable and relevant to actual customer’s needs.

3rd-party application support

STEMDOT carries out complete 3rd party application takeover which includes:

Handover Remedy activities Maintenance & Support
Safe knowledge transfer from the current IT team to STEMDOT
Architecture and code audit
Related documentation audit
Functional and performance testing and results analysis
Hot fixes
Performance tuning
Missed documentation replenishment
Improvements planning
Online help-desk and support service
Scheduled and on-demand updates
Issue tracking and cause removal
Back up and recovery
How we work

Software back-up and data recovery

We strive to ensure that our solutions are absolutely dependable and that they offer not only maximum availability but also maximum back-up and data security. Our all-round support and maintenance services leverage your data security, backup and recovery, increasing up-time of your IT system.
Budget flexibility
Our maintenance and support outsourcing options comprise great flexibility: you pay only for the services you need and when you need them. As your maintenance needs change, STEMDOT offers a wealth of options to switch to.
Out of the box technology expertise
Оur dedicated software maintenance team stays in line with the cutting-edge technology tendencies, which ensures maximum up-time of your application and its dynamic compliance with the industry standards.

Issue Reaction Time

Our reaction time depends on the severity level of a Support Case (SC). We define 4 severity levels to classify issue complexity:

Production System is down or is malfunctioning, which has detrimental impact on business. No potential workaround exists.
Severity 1 (Critical) Time of reaction is up to 1 business hours
Malfunctioning , which has a significant impact on business, but a workaround is available.
Severity 2 (High) Time of reaction is up to 2 business hours
Malfunctioning, which has insignificant impact on business.
Severity 3 (Normal) Time of reaction is up to 8 business hours
No impact on functionality or quality of the product. This level is typically attributed to general questions, comments or recommendations for future product enhancements.
Severity 4 (Low) Time of reaction is up to 16 business hours