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.

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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 Conaito’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

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Effective Software Maintenance

Perfective and Corrective Maintenance

The services delivered by Conaito are designed to meet specific challenges that your software faces. Conaito 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 Conaito’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, Conaito can simultaneously proceed with our maintenance activities in background mode: while we are enhancing or fixing your solution the system remains available 24/7.

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Professional Software Support

2nd and 3rd level support

We offer 2nd and 3rd level support services of applications developed by Conaito earlier or by any third party to restore failed services and applications as quickly as possible. Conaito’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

Conaito 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

Conaito 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.

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3rd-party application support

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

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

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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, Conaito 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 uptime of your application and its dynamic compliance with the industry standards.

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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