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AI SoftwareCorporation
AI SoftwareCorporation

We build, modernize and support the software growing organizations run on.

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Application SupportManaged Application Support

Production support that fixes causes, not just symptoms

We take day-⁠to-⁠day responsibility for your production applications, under service levels we define together, so your engineers are free for roadmap work.

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A support engineer in a headset works at a desktop monitor, with a colleague in a headset at another desk behind him.

Outcomes

Earlier warnings, fewer repeats

  • Earlier warning when things break

    Monitoring follows the journeys users care about, such as payments and searches, so problems show up on a dashboard rather than in a customer complaint.

  • Fewer repeat incidents

    Significant incidents get a blameless review and tracked follow-⁠up actions, so the underlying cause is fixed instead of worked around each time it returns.

  • Dependencies that stay supported

    Runtimes, frameworks, libraries and AI model versions are upgraded on a plan, and security advisories are triaged as they appear, so end-⁠of-⁠support dates stop arriving as emergencies.

  • Engineers back on the roadmap

    Routine operations, small fixes and first response to incidents move to us, so your in-⁠house team can plan around product work instead of production noise.

Capabilities

Monitoring, fixes, upgrades and takeover

Support covers applications your own team built and ones inherited from another vendor, from the first alert through root-⁠cause fixes to planned upgrades.

Monitoring and incident response

We instrument the journeys that matter to users, tune alerts so each one deserves attention, and respond when something breaks.

  • Logs, metrics, traces and synthetic checks
  • Alert routing to the right people
  • Triage, escalation and stakeholder updates
  • Coverage hours agreed with you

Service levels defined together

Targets reflect the business impact of each part of the application, not a generic template. They are written down, reported against and revisited as things change.

  • Priority levels tied to business impact
  • Response and resolution targets per priority
  • Named escalation contacts on both sides
  • Regular service reports and reviews

Problem management

Incidents are symptoms. We look for the patterns behind them and fix the causes, so the same failure stops coming back.

  • Blameless post-⁠incident reviews
  • Root-⁠cause analysis of recurring issues
  • Known-⁠error log with tested workarounds
  • Permanent fixes planned into the backlog

Patching, upgrades and security

Planned upgrades keep the stack on supported versions, and urgent security fixes follow an agreed fast path instead of waiting for the next cycle.

  • Operating system and runtime patching
  • Framework, library and AI model upgrades, planned ahead
  • Vulnerability scanning and CVE triage
  • Certificate and secret rotation

Small enhancements and fixes

Bug fixes, minor features and configuration changes go through one shared backlog and ship through your release process with tests, so routine changes stay low-⁠risk.

  • One prioritized backlog you can see
  • Estimates agreed before work starts
  • Tested and released through your pipeline
  • Clear line between enhancements and projects

Takeover and knowledge transfer

Whether an application comes from your own team or another vendor, we take it over in stages and write down what we learn, so the knowledge belongs to you.

  • Staged handover with shadowing
  • Runbooks for routine and emergency tasks
  • Architecture and dependency documentation
  • Clean handback if support moves elsewhere

Approach

Take over in stages, then reduce the load

See our delivery process

  1. Step 1: Assess the application

    Before taking responsibility, we review the application in depth, so risks are known and planned for rather than discovered during an outage.

    Activities

    • Code, infrastructure and dependency review
    • Incident history and open-⁠ticket analysis
    • Interviews with current maintainers and key users

    You receive

    • Support readiness report with ranked risks

  2. Step 2: Define the service together

    Priorities, coverage hours, targets, escalation and scope are agreed with you, based on what the application does for your business.

    Activities

    • Critical user flows mapped with your team
    • Priority levels and targets set for each
    • Enhancement requests and approvals agreed

    You receive

    • Written service definition
    • Escalation and communication plan

  3. Step 3: Take over in stages

    First we shadow the current team, then we run support while they shadow us. Full ownership passes to us once both sides are confident.

    Activities

    • Shadowing, then reverse shadowing
    • Access, tooling and alert routing set up
    • Monitoring gaps closed before handover

    You receive

    • Runbooks and current documentation
    • Signed-⁠off handover checklist

  4. Step 4: Run and report

    Day to day, we monitor, respond, patch and ship small changes, then walk you through all of it at a regular service review.

    Activities

    • Monitoring, triage and incident response
    • Scheduled patching and upgrades
    • Delivery of the enhancement backlog

    You receive

    • Service reports and post-⁠incident reviews

  5. Step 5: Reduce the support load

    Incident and ticket trends show where the effort goes. We use them to fix root causes, automate repetitive work and plan larger upgrades before they become urgent.

    Activities

    • Trend analysis across incidents and tickets
    • Automation of repetitive fixes and checks
    • Upgrade roadmap kept current

    You receive

    • Improvement plan reviewed with you

Deliverables and fit

Runbooks and documentation kept current

What you receive

8 deliverables
  • Support readiness assessment with ranked risks
  • Service definition with priorities, coverage hours, targets and escalation
  • Monitoring dashboards and alert rules for key user journeys
  • Runbooks for routine operations and known failure modes
  • Post-⁠incident reviews with tracked follow-⁠up actions
  • Dependency inventory and upgrade roadmap
  • Service reviews with incident analysis and a live risk list
  • Architecture and operations documentation, kept current in your tools
Two support engineers in headsets look at a monitor together, one pointing at the screen.
A support issue worked through with a colleague

A good fit if

  • Your engineers lose roadmap time to production issues
  • You have inherited an application whose original builders are gone
  • Patches and upgrades keep slipping behind feature work
  • The same incidents return after every fix
  • Customers often spot outages before your monitoring does
  • Nobody owns the application, so even minor fixes stall

Engagement models

Managed support, plus projects for bigger changes

The models that usually suit this service. You can switch as the work changes.

Compare engagement models

  • Managed support

    The core arrangement: monitoring, incidents, fixes and upgrades under service levels you choose.

  • Project delivery

    Enhancements too large for the support scope, quoted and approved on their own.

Technology

Monitoring and service desk tools

Listed so you can check the fit with your stack. None of them implies a partnership or certification.

Tools and platforms

  • OpenTelemetry
  • Datadog
  • Grafana
  • Prometheus
  • Elastic Stack
  • Amazon CloudWatch
  • Azure Monitor
  • PagerDuty
  • ServiceNow
  • Jira Service Management
  • Sentry
  • Dependabot
  • Snyk
  • Ansible

Illustrative scenario

Illustrative scenarioStabilizing an inherited patient booking systemRead the scenarioHide the scenario
Illustrative scenario

Stabilizing an inherited patient booking system

A group of outpatient clinics whose online booking and appointment reminder system was built by an agency that no longer supports it.

Challenge
Nobody in-⁠house knows the codebase well. Its framework will soon stop receiving security updates, alerts go to an inbox nobody watches, and patients calling the front desk are usually the first sign of a failure.
Approach
  1. 1Review the code, hosting and dependencies, and rank the risks before accepting responsibility
  2. 2Agree on priority levels, coverage hours and escalation contacts with the clinics’ IT and operations leads
  3. 3Set up access through the clinics’ identity provider, limited to named engineers with least-⁠privilege permissions
  4. 4Replace inbox alerts with monitoring on booking, reminder delivery and calendar sync, routed to an agreed on-⁠call rotation
  5. 5Write runbooks for recurring failures and reach a supported framework through small, tested releases
Outcome
Failures surface on the support dashboard instead of through calls to the front desk, the system runs on a supported framework without a rewrite, and the clinics own documentation they can hand to any future team.

Services involved

Ask about a project like this

FAQ

Questions before handing over an application

Ask a question

Can you support an application another team built?

Yes, whether it was built in-⁠house or by another vendor. First we assess the code, infrastructure, dependencies and incident history, so both sides know what is being handed over. If we find serious risks, we explain them and agree with you on how to handle them before the service begins.

How are service levels and response times set?

They are set with you during onboarding, based on what each part of the application means to your business. Priority levels, coverage hours, response and resolution targets and escalation contacts go into a written service definition that we report against. Standard targets quoted before anyone understands the application would be guesswork, so we don’t offer them.

What is included, and what becomes a separate project?

Monitoring, incident response, problem management, patching, security updates and small enhancements are part of the service. Larger work, such as a new module, a re-⁠architecture or a platform migration, is scoped and agreed separately so it does not quietly consume support capacity. Where that line sits is agreed at the start.

How do you handle access to our production systems?

Access runs through your identity provider and policies, limited to named engineers on least-⁠privilege roles. Every production change goes through your approval process and is traceable in your tools. Accounts are removed when someone rolls off the engagement or the service ends.

What if we later want to bring support in-⁠house?

We plan for that during onboarding. Code, runbooks, documentation and tickets stay in your repositories and tools, and keeping them current is part of the service. If you move support in-⁠house or to another provider, we run a structured handover.

Related services

Elsewhere in the stack

Next step

Which application needs support first?

Describe the system, process or decision in front of you. Expect questions back, a sensible first step and a fitting engagement model.

First step
A conversation about the problem, your systems and constraints
You leave with
A view on whether we can help, and a sensible first step
Before any work
A written proposal covering scope, team, approach and terms
Commitment
None until you approve that proposal
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