Application Support & Maintenance

 

From priority bug-fixing to our in-house helpdesk, we’ll support and maintain your software throughout its lifecycle, even if we didn’t build it.

Technology updates and upgrades, along with changes to your business leads your software application to not work as well as it once used to for your business. For this reason, it’s essential that your software is maintained and supported so that your users continue to gain the maximum benefits from all of the functionality and ever evolving functionality onsets.

About our Application Support

Once applications are delivered, we don’t just walk away – we’re in it for the long-term. Even if you’re not an existing Burhani Technologies customer, we’ll take on your application or system and provide full, consistent, and dedicated support for the remainder of its life.

For existing customers, our support agreements are integrated with the software we provide, so you get full, uninterrupted access to our support organization from the moment your system is launched, includes.

  • Priority bug fixing
  • Assistance with any functionality you or your end-users (customers) are unfamiliar with
  • Access to our in-house helpdesk
  • Telephone and Email support
  • Background System Maintenance
  • Database Maintenance and Analysis
  • Remote support – Taking over your or your end user’s PC to solve problems directly
  • Restoring from backup, if required
  • Rolling data back or merging data from previous versions, when needed
  • Importing and exporting data
  • Account management and meetings
  • Source code retention (physical), or knowledge (understanding of)

We work to an explicit Service Level Agreement (SLA), which means we’re committed to responding to your needs quickly through our in-house front-line support team, our developers and our online helpdesk system.If you’d rather not receive ongoing support from us, we’re still happy to provide a 1-year break-fix warranty.

The Process

All support requests are logged in our in-house online helpdesk system and tracked by our dedicated helpdesk support staff. If our support team cannot solve the problem or answer the question immediately, they will escalate the issue to a member of the development of the Quality Assurance (QA) team so your problem can rapidly be resolved or your question answered by the relevant in-house expert.

You will be given access to the online helpdesk facility so you can monitor any support requests you have submitted and add detail to them if required. Our helpdesk is available 9 am – 5.30 pm weekdays and regularly followed out of hours.

As well as our online helpdesk, you can also get in touch by telephone or via email – whatever’s the most convenient for you.

Our Technology Expertise Umbrella Includes

Tools We Use

For Better Digital Experience
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Web Application

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