Our comprehensive application support and software maintenance services cover everything from priority bug-fixing and technical investigations to handling change requests, ensuring your software remains operational throughout its lifecycle, regardless of its origin.
What is Application Maintenance?
As technology evolves and your business grows, your software application may not perform as effectively as before. That’s why it’s crucial to maintain and support your software to ensure your users continue to derive maximum benefits from its functionality.
Application maintenance is essential work that needs to be carried out on a software application so it can continue to function reliably and securely.
Digitals Application & Software Support Services
Once we deliver applications, our commitment doesn’t end there; we’re in it for the long-term. Even if you’re not currently a Digitals customer, we’re ready to provide comprehensive, dedicated support for any application or system throughout its lifespan.
For existing clients, our support agreements seamlessly integrate with the software we deliver. This ensures uninterrupted access to our support team from the moment your system is launched.
We adhere to a Service Level Agreement (SLA), guaranteeing prompt responses to your needs. Our in-house front-line support team and development & QA team are dedicated to resolving any issues efficiently.
System Takeover
At Digitals, we take pride in our ability to assist anyone who reaches out to us. Even if we didn’t develop a client’s software, we’re equipped to provide comprehensive application support and software maintenance services.
With a history of supporting clients since 2004, our experts thrive on learning new systems and technologies. No matter how complex an application may be, we have the talent to provide the precise support and maintenance required. This approach enables us to seamlessly adopt the systems of various businesses and offer ongoing, unparalleled support.
Bespoke software projects can fail for various reasons, leaving you with an incomplete or malfunctioning system and a struggling business. Your priority is to get things back on track quickly, and that’s where we come in.
We’ve assisted numerous clients, both large and small, in recovering from challenging situations:
- Offshore outsourced projects of poor quality or left unfinished
- Software produced that isn’t fit for purpose
- Development companies or developers going out of business mid-project
- Independent consultants moving on from a project
- Falling out with a development company or a developer due to project delays or poor quality
- Using outdated programming languages
Our experts can swiftly identify the root cause of any issue, explain what has occurred, and devise an efficient plan of action to solve the problems. This allows our clients to focus on the day-to-day operations of their business while we handle the technical challenges.
We offer several strategies to rescue software projects, including:
- Recovering “lost” source code from compiled executables or web servers
- Rebuilding broken source code repositories to enable in-house teams to resume work on the system
- Tuning poorly performing databases
- Managing old systems developed in obsolete programming languages, maintaining them, and modernising them with new technology
- Rewriting or addressing bugs in systems of poor quality
- Documenting code for clarity and future reference
- Decoding complex binary files to recover and process supposedly lost data
Application Support Process
Our application support process ensures efficient resolution of issues. All support and development change requests are logged in our in-house online helpdesk system by our dedicated support staff. If the support team cannot resolve the issue immediately or if it involves new feature development, they escalate it to a member of the Development or Quality Assurance (QA) team for rapid resolution by the relevant expert.
Each client is provided access to the online helpdesk facility, allowing them to monitor support requests and provide additional details if needed.
Our helpdesk operates from 9 am to 5:30 pm on weekdays and is monitored regularly beyond these hours. Clients can also reach us via email or telephone for support.
Existing Customers
Current clients enjoy peace of mind – we ensure constant support, including hosting, maintenance, and upgrades. If something fails, businesses are not affected by downtime.
To request support, existing customers can email support@digitals.org.uk or log in to our Jira Helpdesk system using the provided access details.
When submitting a request, clients should include a detailed description of the problem, actions taken before the error occurred, and a screenshot if possible.
A ticket is created for each request, and clients receive a confirmation email. The ticket is then triaged and assigned to our development team for action.
For urgent issues compromising work or customer experience, clients can follow the steps above and then call us directly at 020 7193 1174.
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