As well as first class software development services, Softwire provide an outstanding support service with dedicated teams supporting a wide range of customers, applications and systems.
We provide top notch support for systems that we developed for our own customers, but are also happy to remove business problems and risk by taking on support for systems developed by a third party.
Support of applications developed by Softwire
All support activity is conducted by our development teams directly, so problem reports are usually received, investigated and resolved by the developers that originally wrote the code. Due to our extremely high staff retention rate the original developers will likely still be around several years down the line.
This approach maximises support efficiency and software quality in the long term.
Support of third party applications
A typical scenario is for a company to have contracted another supplier to develop a (perhaps mission critical) system, but for that supplier to be no longer willing or capable of providing support to the level required.
We can resolve such problems and mitigate business risk by taking over the third party's support responsibilities. The quality of our staff allows us to rapidly ramp up on unfamiliar systems and provide helpful, thorough and highly responsive support from the moment of handover.
Our support engineers are trained to think around any reported issues and will suggest solutions to incidents that take long term maintainability and business usage of the system into account rather than just focussing narrowly on resolving the incident at hand. Our high-quality development services are also available to extend and improve supported systems, as required.
Softwire's emphasis on pro-active, responsive support processes removes business risk, improves system quality and reduces ongoing support costs over time. For further examples of work showing what we've done for our support customers please see our IMG and Telegraph Media Group case studies.
Pricing models
Softwire have a comprehensive support infrastructure that can be tailored to our customers' specific requirements. We provide an agreed level of service which typically depends on the extent to which the software is mission critical to the business, and is costed accordingly.
Support arrangements may include any of the following.
- Time-and-materials support during UK office hours.
- An agreed level of support, including defined response and resolution times according to severity of problems, provided at a fixed cost per month or per annum.
- A full 24x7 support package for business-critical services.
