The Go-to Support People
our support
Follow-the-sun application support services
We provide buck-stopping application support to:
- SaaS and product companies
- Digital agencies (supporting their clients)
- Mission-critical websites and applications – from eCommerce to biotechnology
When we say buck-stopping, we mean it stops with us. Whether it’s a third-party API, a database error or a problem at the application level – we own the point of failure wherever.
Why they need application support
We offer 24/7 peace of mind to everyone from enterprise level to scale-ups by:
- Helping you deliver customer satisfaction across all time zones by keeping your solution live and kicking 24/7, 365
- Shoring up your revenue and reputation by putting a 99.99%+ stop to unplanned outages
- Allowing your team to innovate with confidence by providing always-on support across your stack – new features? no problem
- Ending the incident management blame game (by winning it) and providing a single-partner, buck-stopping support solution
The support recipe that makes this possible
Follow-the-sun support
The follow-the-sun model means exactly that. With full-stack engineers spread across four time zones, your solution will always be with a well-rested, plugged-in engineer during the course of their normal working day. As we like to say, it’s 9-5 somewhere.
Tech-enabled support
Where a traditional support team struggles to gain visibility across the whole stack, our show-stopping app support platform Mission Control draws every thread of a distributed solution into a single bird’s-eye view. Mission Control is our pair of X-ray specs.
Human-led support
When things go bump in the night, communication matters. You’ll always find a real person on the end of the dedicated phone number or Slack channel – because any application support team worth their salt knows crystal clear comms can be the difference between code red and all’s well.
Proactive monitoring
We’ll have more eyes and monitors on your solution than Houston circa 1969 (that’s why it’s called Mission Control) so we can guarantee we’ll have the right engineer looking at the right component before you can say ‘Houston, we have a problem.’
One-partner, buck-stopping support
We’ve made up a bed for the buck, and it’s welcome to stop here. Because we set ourselves up as a support partner from day one, we know the value of owning the point of failure wherever it may be. Whether it’s a code issue, a problem with your cloud environment or a third-party integration, if it’s your problem, it’s our problem.
Knowing how to fix things
We apply intelligent triage above and beyond; we check server resource management; we check push/pull logs; scale; republish; break/fix and a lot more. In short, we go beyond the systems-are-green approach – from disaster recovery to security management, we’ve got you covered.
To find out more about your options, take a look at our packages page.
Our track record
Over the years, we’ve helped products, agencies, websites and brands to deliver their solutions 24/7, 365 across the UK and EMEA, the USA, Singapore, Australia and APAC.
Read more about:
- Our work supporting LineTen, the SaaS platform that powers delivery for the likes of Five Guys and Taco Bell
- Our work supporting mission-critical, customer-facing websites for global law firm DLA Piper
- Our work supporting the TUMS Super Bowl campaign with Grey New YorkÂ
Or for a delve into our back catalogue check out our case studies.
How It Works
Get in touch; decide what we’re supporting
Our process is simple, drop us a line and we’ll arrange a free consultation with one of our application extraordinaires.
We’ll start by identifying your pain points and what we can do to take them away.
- Maybe you need only your cloud environment or Kentico platform supported out-of-hours
- Maybe you need help with performance monitoring on your AWS infra and 24/7 support
- Maybe your security solution just isn’t cutting the mustard
…or maybe you just want to hand everything over to a single-partner solution and focus on delivering for your customers.
Once we know your needs, we can get you set up under an industry-leading, agreed SLA. From there, it’s all plain sailing.
Get in touch for a free consultation!
What we support – the full-stack
Being a full-stack support partner means being:
An AWS, Azure and Google Cloud Platform support partner
We support clients on a range of public and hybrid cloud environments, architecture types and platforms. Our bespoke support platform Mission Control allows us to gain visibility of cloud-native services where other teams struggle.
A CMS and DXP support partner; Sitecore, Kentico and moreÂ
We support anything: from Sitecore to Contentful and WordPress, all the way to React Native, Kentico, Umbraco and custom builds. If it’s runbook-able, we provide follow-the-sun support, handle end-user requests and keep you up and running no matter the underlying tech stack.
A third-party service support partner
In a world of distributed computing, buck-stopping support means owning the point of failure wherever, whenever. From a third-party API to a payment portal microservice, if it’s your problem, it’s our problem.
Our application support services for agencies
If you’re a digital agency looking to provide application support for key clients, we’ve got you covered. We regularly partner with the likes of Valtech and Grey New York to provide 24/7 and out-of-hours support for key clients. From technical support on innovative campaigns to web application support on customer-facing sites, we fill the support gap.
Take a look at some of the award-winning agencies we work with.
"JAM's excellent first-line service means no more late-night calls."
Why Our Partners Choose Us
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We support software launches
Mission-critical and always on are our (somewhat unwieldy) middle names. If you have an app or service that's about to make a Free Willie-level splash in the market, we make sure no one gets wet.
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We support eCommerce
We help eCommerce businesses deliver seamless digital experiences to their users by supporting and managing the underlying technology. Check out our managed services for eCommerce.
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We support DevOps
We both support and implement major DevOps projects. So, if you're looking for someone to implement a DevOps pipeline, or you just need some DevOps engineers to cover break/fix or deployments when your team is sleeping safe and sound, we're on it.
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We support mobile applications
Supporting mobile-first and mobile-only apps comes with its own set of challenges. Luckily, we're the current trophy holders in each and every one.
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We provide industry-leading SLAs
Our SLAs are the best in the business. Coming from an agency background, we understand business requirements as well as technology, so we can ensure your SLA delivers what you need to hit key objectives.
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We get to the root cause
Our support services don't end when you're back online. With a team of application experts, DevOps know-it-alls and cloud gurus, we can help you diagnose key performance issues and improve performance holistically.
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We support cloud-native
Where traditional support teams struggle to gain visibility on the cloud-native environments your application sits atop, we go in eyes wide open. Mission Control allows us to observe and triage even the most distributed solution.
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We support security
We simplify the steps to security and compliance in one managed service. Our VMaaS offering can be weaved into your package for 24/7 peace of mind.
Why We’re the Go-to Support Partner
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24/7 Means 24/7, Since Day One
Our 24/7 support services have been battle-tested against fearsome conditions. Or, to put it another way, we realised early on the 'phone-by-the-bed' support model would always end in tears. With an application support engineer team in every continent that isn't polar, we can guarantee your issue will be resolved by a plugged-in, well-rested expert with every resource at their fingertips.
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The Right People on the Other End of Your Channel
Working with everyone from global brands to scale-ups to keep apps ticking over, we've developed the perfect culture to deliver outstanding application support. That means the buck always stops with us, no matter what other partners are involved. We're always on, so you can switch off.
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Whatever You’re Running, We Support It
We go beyond application support. From the cloud infrastructure to the third-party integrations, we look at your applications holistically. Our proprietary support solution Mission Control gives us an eagle-eyed, laser-scoped 360-degree perspective on any and all of your solution components. Just tell us what needs looking at.
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Just Ask Around
Over the years, we've protected hundreds of millions in revenue, preserved squeaky-clean reputations and kept things running for some of the world's biggest brands. Just ask Ford, Volvo, Heineken, TUMS or global leading law firm DLA Piper. We've also supported exciting new products in legaltech, healthtech and more. So whether you're long in the tooth or an eager beaver, we've got you covered.
Everything Else You Wanted to Know About Our Application Support Services (FAQ)
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What does your application support cover?
When you sign up for application support, that’s what we cover. But we can support pretty much anything we put our minds to. We offer full-stack support to a multitude of companies with a multitude of technologies and solutions, so just get in touch and we’ll get on it.
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Do you provide additional services?
We’re a fully-fledged MSP. We also offer cloud design, management and optimisation as well as DevOps and security. One thing we don’t do is write code. A lot of our customers produce outstanding applications, so we thought we’d leave that to them.
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Do you provide application maintenance services?
We can provide some routine and preventative maintenance services as part of your SLA under agreed service requests, however, bug fixing and updates will usually be handled by the development team.
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CONTACT US
With partners across the USA, Europe and APAC, we provide a truly global service. So wherever you or your clients are based, contact us today to find out what we can do.