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Maintenance & Support

Why Olive Soft ?

  • Direct access to experienced engineers
  • Knowledgeable support personnel providing personalized service
  • Guaranteed response to all inquiries in a timely manner
  • Support channel flexibility (phone, e-mail, Instant messenger, etc.)
  • Bug fixing and troubleshooting on an ongoing basis
  • Upgrades and patch deployment
  • Tier 1, 2 and 3 support options
  • Seamless integration with unique client’s business and support practices
  • Smooth and fast knowledge transfer
  • Skilled at supporting and maintaining both modern and legacy applications

Application Maintenance Services

Corrective Maintenance

We’ll identify and fix software design, logical and coding errors, bugs and defects to increase system stability, consistency of software operation and satisfaction of your customers.

Adaptive Maintenance

We’ll help you deliver value to your stakeholders and better compete on the market by developing and deploying new features, adapting software to changing business and Customer needs.

Perfective Maintenance

We’ll re-engineer your application to adapt to changing user requirements, perform system functional enhancements, and work on increasing application performance and efficiency.

Preventive Maintenance

We’ll ensure your application is secure and stable, minimize system downtime and increase software maintainability by restructuring and optimizing the code, updating documentation and performing security audits.

Software Support Services

LEVEL 1 (L1)

Filters Help Desk calls, emails and provides basic support, real-time troubleshooting (e.g. password resets, break/fix instructions), ticket routing and escalation to Level 2 and Level 3 support. L1 will get outside vendor assistance and maintenance when needed. Level 1 personnel gather and analyze information about the users’ issues determining the best way to resolve the problem. Level 1 also provides support for configuration solutions that were resolved and documented previously by Level 2 and Level 3 engineers.

LEVEL 2 (L2)

Experienced and knowledgeable technical specialists that assist Level 1 personnel with resolution of technical problems. They investigate the raised issues and check for known solutions to complex issues. These engineers are especially knowledgeable in resolution and prevention of general IT infrastructure issues (troubleshooting, configuration, database administration). They also work with Level 3 engineers providing support in complex cases. L2 engineers handle issues escalated from L1. Level 2 will escalate to Level 3, when necessary.

LEVEL 3 (L3)

These are our expert Operations and CPEspecialists handling the most complicated problems. L3 engineers are assisting both L1 and L2 engineers with complex, multifaceted problems as well as high severity critical issues requiring immediate resolution. They also research and develop solutions for new issues.

24x7 System Monitoring

Olive Soft offers 24/7 maintenance, support and monitoring of your core applications, hardware and overall system performance to ensure system uptime. The support team is immediately alerted when your system crosses the defined thresholds to avoid your server going down, memory reaching capacity, or a workstation consistently being overloaded.