Application support

Ongoing support for the applications we build and the ones you already run.

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What is it?

Day-to-day support against agreed service levels: incident handling, fixes, small enhancements and the release cadence. The team doing it has access to the people who built the system, so escalation does not mean starting from scratch.

For a technical reader

Support quality is determined largely at transition, not during operation. Taking on a system without shadowing, runbooks and access to the people who built it produces ticket-shuffling rather than resolution. Service levels tiered by business impact matter because a single blanket SLA either over-serves low-impact issues or under-serves critical ones. Root-cause analysis on recurring incidents is what makes ticket volume trend downward; without it, support becomes a permanent tax that grows with the estate.

Our services

Support transitionStructured handover with shadowing and documented runbooks before we take responsibility.
Tiered supportFirst through third line against service levels set by business impact.
Minor enhancementsSmall changes delivered within the agreement rather than raised as separate projects.
Problem managementRoot-cause analysis on recurring incidents, with permanent fixes rather than repeated workarounds.

What’s covered

Incident handling
First through third line, with defined escalation into engineering
Service levels
Response and resolution targets tiered by business impact
Minor enhancements
Small changes delivered within the support agreement rather than as projects
Release management
Scheduled releases with regression testing and a rollback path
Knowledge base
Runbooks and known-error records kept current as the system changes

Business problems we solve

The same issues recurTickets closed without root-cause analysis guarantee repetition. Problem management is what breaks the cycle.
Support has no contextHandover without knowledge transfer produces escalation on everything. Transition is where that is prevented.
Small changes take monthsBecause every change is a project. An enhancement allowance inside the agreement removes that friction.
Nobody knows if support is workingHonest reporting on volumes, response times and misses, rather than a green dashboard.

Our delivery approach

  1. 01
    Take on knowledge properlyA structured transition with shadowing and documented runbooks before we take responsibility. Support without context is ticket-shuffling.
  2. 02
    Agree levels that match impactResponse and resolution targets set by business impact rather than a single blanket SLA.
  3. 03
    Fix causes, not just ticketsRecurring incidents get root-cause analysis and a permanent fix, so volume trends down.
  4. 04
    Report honestlyVolumes, response times, what broke and what we did about it, including the misses.

Solutions & project types

Examples of the work we take on in this area. These describe project shapes, not named client engagements.

Post-implementation supportTaking on a system after go-live, including hypercare and steady-state transition.
Legacy application supportMaintaining systems whose original team has moved on.
Oracle Cloud application supportFunctional and technical support including quarterly update readiness.
Integration supportMonitoring and resolving failures across interfaces between systems.

Technologies & platforms

Service management

  • Jira Service Management
  • ServiceNow
  • Zendesk
  • Freshservice

Monitoring

  • Datadog
  • Grafana
  • OCI Monitoring
  • Application Insights

Knowledge

  • Runbooks
  • Known-error database
  • Architecture decision records

Release

  • CI/CD pipelines
  • Regression test packs
  • Change management

Frameworks

  • ITIL-aligned incident and problem management
Learn this field

Where to start with application support.

Secondary to the work itself, but genuinely useful if you are building the skill. Every link goes to official documentation or an official channel.

Beginner

  • Incident versus problem versus change
  • Priority and severity, and why they differ
  • Writing a useful ticket and a useful resolution note
  • Reading logs to find a first cause

Intermediate

  • Service level design by business impact
  • Root-cause analysis techniques
  • Runbook authoring that someone else can follow
  • Escalation paths and on-call handover

Advanced

  • Problem management at portfolio level
  • Reducing ticket volume structurally
  • Supporting SaaS with vendor release cadences
  • Service reporting that is honest about misses

Certifications

  • ITIL 4 Foundation
  • ITIL 4 Managing Professional
  • Atlassian Certified in Jira Service Management Administration

Practice projects

  • Write a runbook someone unfamiliar can follow without asking you
  • Do a root-cause analysis on a recurring ticket and fix the cause
  • Design service levels tiered by business impact
  • Build a service report that shows the misses, not just the hits
  • Reduce one ticket category to zero and document how
FAQs

Questions we get asked.

Can you support a system you did not build?

Yes, provided there is a proper transition. We will not take on responsibility without one, because support without context helps nobody.

What hours do you cover?

Agreed per engagement against business impact. Not every system justifies 24/7, and paying for it where it is not needed is waste.

How do you handle enhancements?

Small changes within an agreed allowance; larger pieces scoped separately so they do not quietly consume support capacity.

What if ticket volume is high at the start?

Expected, and the point of problem management is that it should fall. We report the trend, which is the honest measure of whether support is working.

Managed Services

Related services.

Cloud & infrastructure operationsRunning the platform day to day: patching, capacity, resilience and cost.Monitoring & SREKnowing a service is degraded before your users tell you, and having a path to fix it.Continuous improvementA funded, prioritised backlog after go-live, so the system keeps getting better.Specialized talentSenior engineers, Oracle specialists and data people embedded in your team.
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