Application support means supporting everything in the application layer. App support engineers will be au fait with a wide array of languages, experience platforms (such as Kentico or Umbraco) as well as other dev-y stuff.

When we provide app support, we make sure your app stays up, performs well and keeps delivering value to your customers.

Same deal, but for your cloud. When we take care of your infrastructure, we monitor and triage for any hiccups, ensuring it runs smoothly, cheaply or however you like it.

We also build, review and optimise cloud infrastructure. So if you’re in the market for more than support, check out some of our other cloud services. 

Full-stack support is just the two above services combined. Although, with applications growing increasingly distributed, full-stack often means supporting 3rd-party integrations, too. That’s why Mission Control (our bespoke full-stack solution) is indispensable.

Cloud/infrastructure support has some crossover with both DevOps and CloudOps. Essentially, if you’re looking to fine-tune your deployments, performance or cloud processes, we’ll be able to help; what you call it is up to you!

Our process is simple, just get in touch and we’ll take it from there. We work out what our support team will cover and when.

Your business needs set the scope of the project. Maybe you need application support and incident resolution. Maybe you only need proactive monitoring so your own support teams can pick up tickets. It’s up to you.

From website security to app support, from website maintenance to the ongoing monitoring of your cloud services – our mission is to fit like a glove.

Monitoring: Continuous tracking of your systems, applications, or cloud infrastructure to ensure optimal performance, uptime, and security. Monitoring includes real-time alerts for anomalies, potential bottlenecks, or system failures that may require immediate attention.

L1 Communications: This refers to the first line of communication in support, dealing with basic technical issues. L1 support typically handles tasks such as troubleshooting simple problems, resetting passwords, and answering general user queries, before escalating more complex issues to higher levels.

<30 Minute Response Time: A commitment to acknowledge and respond to any support request or issue within 30 minutes, ensuring that problems are addressed swiftly to minimise downtime and potential impact on business operations.

L2 Resolution: Level 2 (L2) support involves more advanced troubleshooting and technical expertise, often dealing with more complex issues that L1 cannot resolve. This could include in-depth application debugging, database issues, or network performance problems.

Incident Reporting: After resolving an issue, we provide a detailed report outlining what happened, how it was addressed, and any preventive actions that should be taken in the future. This helps in improving processes and avoiding recurring incidents.

Recommendations: Alongside solving problems, we offer expert suggestions to optimise your infrastructure or applications. These could range from security improvements to performance enhancements, based on our analysis of your systems and their behaviour during incidents.

Infrastructure or Application Only: You can choose to limit our support to just your cloud infrastructure or specific applications. For example, we can focus solely on maintaining your AWS environment or handle only your custom eCommerce platform, based on your needs.

Faster SLA Response Times: If the standard <30 minute response time isn’t enough for your business, we offer customisable Service Level Agreements (SLAs) with even quicker response times to ensure issues are handled with the utmost urgency.

Custom Code: We provide support for custom-built applications or software. This means our team is skilled in understanding, troubleshooting, and optimising code that isn’t part of off-the-shelf solutions, ensuring your unique systems run smoothly.

Custom Applications: Beyond just supporting standard platforms, we specialise in supporting fully bespoke applications. Whether your app is designed in-house or by a third-party developer, we ensure it’s maintained and optimised according to your specific needs.

DevOps Support: Our DevOps support focuses on managing and automating your software development pipelines and infrastructure. This includes Continuous Integration/Continuous Deployment (CI/CD), infrastructure as code (IaC), and other tools that streamline operations and enable faster, more reliable releases.

Ticket Cap: If you want to manage the number of support requests, we can set a cap on how many tickets we’ll handle within a given time frame. This allows you to control costs and prioritise critical issues while leaving routine tasks to your in-house team.