Application Support & Maintenance

Application Maintenance Services (AMS) is the name Xpand IT uses to describe the transfer of responsibility for maintenance and continued development of individual IT applications and system environment.

The service is based on standardized modules with defined functions, processes, qualities, and pricing. The overall individual service is completed with optional add-on services.A distinction is drawn between the following AMS service components, which are embedded in defined service processes:

AMS service modules

Depending on the maintenance requirements of your application, the individual AMS service modules can be structured as follows:

Service Desk

The Service Desk includes second-level support and represents the interface to first-level support. At the Service Desk, all requests and issues are registered, analysed, prioritized, and further processed. A ticket system provides an overview at any time on the number and processing status of all requests.

Basic Maintenance

Basic Maintenance includes the maintenance of functionality of applications. Besides day-to-day user support, errors are corrected (bug fixing) and small adjustments made. Accompanying documentation is also provided.

Extended Maintenance (optional)

Extended Maintenance includes major functional changes or additional projects for your applications. It can be individually defined how big a change must be to qualify for the Extended Maintenance module. For implementation, based on high level specifications provided by the customers, detailed system specifications and estimates are prepared.

System Management (optional)

System management includes the management and administration of the system environment, like implementations, configuration management, software distribution, and support for system software, database administration and operation, and system monitoring and tuning.

Service and quality management

The accompanying services Service and Quality Management ensure the continuous transparency and control of the maintenance process. The responsible service manager, as head of the AMS team, conducts regular service discussions with the customer, prepares service reviews, and plans the exact scope of service. Quality Management controls the service processes, monitors security standards, and ensures adherence to the defined service level.

Xpand IT Experience

Based on your needs and the engagement model, Xpand IT can deliver 24x7 coverage for application portfolios.  Xpand IT expertise spans Microsoft Technologies, J2EE, Java, and several other platforms, databases, languages, software, and enterprise applications. Our portfolio-based approach, combined with the depth and specificity of our processes allows unparalleled levels of customization. We can truly adapt our solutions to the customer critical needs.