Managed Support Service
Do support processes keep getting out of hand, making it hard to keep your apps running 24/7? We have a solution for you right here. Sombra’s application support and maintenance service ensures uninterrupted performance, rapid issue resolution, and proactive maintenance. We guarantee business continuity by keeping your systems stable, secure, and up to date with market demands so you can focus on your business while we handle the support.
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Certifications and Regulations we’re compliant with
What’s slowing down your growth?
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The lack of a structured support framework leads to delayed issue resolution and frustration.
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Difficulty handling diverse application issues, from simple user queries to critical system errors
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Maintaining in-house teams for L0-L3 support exhausts your application budget and resources.
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Support systems struggle to keep up with evolving application demands or unexpected spikes in user activity.
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Lack of expertise in diagnosing and resolving complex technical issues efficiently.
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Incoming issues and user requests overload the core development team, delaying new feature development and refactoring.
Technologies and Tools we use
Here’s how the application support and maintenance work
After you report a problem, here’s what you can expect from our team:
Defining the problem’s support level
We review the problem within previously discussed SLAs.
Solution implementation strategy
Then, depending on the problem’s complexity level, we prepare and strategize an implementation plan using a multi-level support framework (L0-L3). Then, based on your business needs, our team identifies the most efficient ways to software application maintenance.
Proactive incident management
Our team ensures that incidents are logged, tracked, and resolved with minimal business disruption. Additionally, we provide regular reports and analytics that offer insights into performance and recurring issues, driving continuous improvement.
Scaling service up or down
Our engagement models allow you to scale up or down service depending on your objectives, app plan, and strategy.
Ongoing support activities
Finally, our service includes continuous monitoring of the app development landscape to implement the best practices or features in a timely manner.
Managed Support Services we offer
Sombra’s experienced consultants will work closely with your team to evaluate your current support workflows, pinpoint opportunities for improvement, and craft a tailored strategy for optimization. We equip you with the advanced tools and clear action steps you need to take to achieve your initial business goals.
We help you provide your product’s end-users with instant answers at any time. With Sombra’s technical expertise, you can leverage detailed guides, FAQs, blogs, and detailed knowledge bases for improved user adoption. Additionally, we help you significantly reduce repetitive tickets by implementing custom AI-powered chatbots.
Our team will lift the burden of addressing user queries and optimizing roles and permissions from your shoulders. We ensure that your sensitive data is protected and that your systems run smoothly through routine updates and configuration optimizations without disrupting your business.
Handling advanced issues requires the right, in-depth technical expertise. Sombra's experts use their extensive knowledge to diagnose, configure, and optimize critical IT components, from server management and database troubleshooting to network security and endpoint setup. We resolve software, hardware, and network issues efficiently, ensuring minimal downtime for your business operations.
When critical systems experience disruptions, our Tier 3 specialists, including architects and engineers, conduct in-depth root cause analysis to fully diagnose and resolve issues at the code and architecture level. We use AI tools to automate ticket workflows, provide auto-responses and updates based on user queries, and analyze customer support actions using data and statistics. With Sombra’s application support services, you access expert-level troubleshooting, root cause analysis, and advanced infrastructure management.
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Get in touchHow can you boost your business with Sombra?
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Reduced amount of incoming tickets
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Improved SLA and app performance
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Solid knowledge base and improved user training
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Improved user retention
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Increased user satisfaction
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Ability to address end-users' issues across time zones, 24/7
Maximize the ROI of your custom application with Sombra Managed Support Services
Reduce downtime, extend product lifecycle, and cut maintenance costs.
Request a consultation nowFrequently asked questions
Do you implement AI to accelerate your application maintenance and support services?
Do you implement AI to accelerate your application maintenance and support services?
Yes, we offer our Data Engineering specialists who can integrate AI-driven solutions, such as AI-powered chatbots, to enhance efficiency, automate issue resolution, and optimize application support and maintenance.
What is the difference between application support services and application maintenance services?
What is the difference between application support services and application maintenance services?
Application support services focus on assisting end-users in effectively utilizing software applications. They involve handling user queries, issues, and requests related to the applications’ functionality, usability, and troubleshooting.
Application maintenance services are an ongoing process that ensures applications remain up-to-date with modern technologies and align with current business goals.
Can Sombra help my product app pass PCI DSS compliance?
Can Sombra help my product app pass PCI DSS compliance?
Sure, Sombra has established itself as a software development service provider for businesses operating within the Financial Services and Insurance (FS&I) sector over a number of years. We possess significant expertise in the development and maintenance of software applications that adhere not only to the Payment Card Industry Data Security Standard (PCI DSS) but also to a range of other certifications and regulations pertinent to various industries, including ISO27001, the Health Insurance Portability and Accountability Act (HIPAA), the General Data Protection Regulation (GDPR), the European Union Artificial Intelligence Act, among others.
