Support and maintenance for successful software solutions

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The long-term objective of any software project is trouble-free operation. For that reason, support and maintenance form a central part of our work at Gislen Software. Much of the groundwork is done during planning, development, and testing, yet reliable systems also require careful attention afterwards. Our support covers:

Adaptive changes to operating functions
Corrective services to emerging logic, coding or design issues
Continuous improvement services to improve performance and maintainability in dynamic business environments
Preventative services based on experience and customer/user feedback

Our support team is trained to ensure your systems run smoothly and continue to serve your business effectively.

Initial Assessment

System Health Check: A comprehensive evaluation of your systems to identify performance, security, and functionality benchmarks.
Requirement Analysis: Collaborating with your team to understand specific support and maintenance needs tailored to your business operations.
Service Planning: Creating a customised support plan that aligns with your business goals, including Time & Material or SLA-based options.
Risk Management: Identifying and planning for potential system risks to ensure business continuity and minimize downtime.
Performance Management: Identifying and assessing if there are performance issues that need to be addressed.

Ongoing Support

24/7 Helpdesk: Providing round-the-clock support to address and resolve issues promptly, ensuring uninterrupted business operations.
Incident Management: Efficiently manage and resolve system incidents to maintain optimal performance and user satisfaction.
Continuous Monitoring: Proactive system monitoring to detect and address potential issues before they impact your operations.
Stakeholder Communication: Keeping all relevant parties informed about system status, updates, and improvements.

Proactive Maintenance

Regular Updates & Patches: Implementing the latest updates and patches to enhance system security and functionality.
Performance Tuning: Optimising system performance to ensure efficiency and reliability.
Security: In today’s business environment, security can never be taken for granted. Regular assessment of whether any application exposed to the Internet is secure is not optional.
Strategic Enhancements: Continuously improving system capabilities to support your evolving business needs and objectives.
Cost Reductions: Assessing and optimising the use of cloud resources to ensure that costs are not escalating over time.
Future-Proofing: Advising and implementing technology advancements to keep your systems agile and competitive.

Comprehensive Support and Maintenance Services

Successful digital solutions do not end at deployment. They need to evolve with your organisation. Gislen Software offer flexible ways of working, including time-and-material arrangements and service-level agreements (SLAs). Support and maintenance may be provided as a dedicated service or integrated within our Continuous development or DevOps service models.

Time & Material Support: This model allows you to adjust the scope of support and maintenance services based on your immediate needs and budget. It’s ideal for dynamic environments where requirements can change rapidly, allowing you to allocate resources efficiently and respond swiftly to emerging challenges.

SLA-based Support: Our SLA-based contracts ensure reliability and performance for businesses seeking predictable costs and guaranteed service levels. We commit to predefined response times, resolution benchmarks, and regular maintenance schedules, offering you peace of mind and the assurance that your systems are in expert hands.

GDPR related incident reporting: We have a clear, documented process for reporting GDPR-related incidents, designed to ensure speed, accuracy, and accountability. Any employee or subcontractor who becomes aware of a suspected personal data incident (for example, unauthorised access, loss, disclosure, or accidental deletion) must report it immediately via our internal incident channel and to the designated incident lead/DPO contact. We then triage and contain the issue, log it in our incident register, assess impact and risk to individuals, and document root cause and corrective actions. Where required, we support our clients with the information needed for regulatory and data-subject notifications within the relevant timelines, and we follow up with preventative measures and lessons learned to reduce recurrence.

Proactive support and maintenance

Regardless of the engagement model, our approach is thorough and proactive. We start by understanding your systems and processes to tailor a support plan that ensures operational continuity and minimises downtime. Our team will utilise best practices for incident management, conduct regular system health checks, and implement updates to maintain a stable and high-performance solution.

We also believe in continuous improvement, using insights from support interactions to improve system functionality and user experience. With Gislen Software as your partner, you get access to a dedicated team focused on maintaining the resilience and relevance of your digital infrastructure.

Choose Gislen Software for support and maintenance, and secure a partnership that helps ensure your system remains helpful and up to date. Our commitment is always to provide support and help you get strategic advantages that align your technology with the development of your business. We also build processes and take various steps to ensure that your data and information are safe with us.

At Gislen Software, we believe in the power of partnership and collaboration. We want to work alongside you, understand your unique challenges and opportunities, and deliver tailored support and maintenance solutions that meet today’s needs and set the foundation for future growth and innovation.

Contact us to discuss how we can help you

What is the difference between support and maintenance?

Support is about responding when something breaks or users get stuck. Maintenance is the ongoing work that keeps the system healthy: updates, security patches, performance tuning, and small improvements that prevent bigger problems later.

What types of changes do you handle as part of ongoing support?

We typically cover adaptive changes when environments change, corrective fixes for defects, preventative work to reduce risk, and continuous improvements that make the system faster, easier to maintain, and more reliable for users.

Do you offer both Time & Material and SLA-based support?

Yes. Time & Material gives flexibility when the scope can change month to month. SLA-based support provides predictable costs and agreed response and resolution targets, which suits business-critical systems.

How do we decide between Time & Material and an SLA?

If you want maximum flexibility and your needs vary, Time & Material is often the better fit. If you need defined response times, predictable coverage, and formal reporting, an SLA is usually the right approach.

What happens during the initial assessment or “health check”?

We review performance, security, stability, logs, dependencies, hosting setup, and how the system is used day to day. We then agree priorities and propose a support plan, including quick wins and longer-term risk reduction.

Do you provide 24/7 helpdesk support?

We can, depending on the service model you choose. For some clients we provide round-the-clock incident coverage. For others, we provide defined support hours with an escalation path for critical issues.

How do you handle incidents and priorities?

We classify issues by impact and urgency, agree a priority scheme with you, and then follow a clear incident process: acknowledge, investigate, mitigate, resolve, and document the outcome to reduce repeat problems.

Do you proactively monitor systems, or only respond when something fails?

We can do both, but proactive monitoring is often what prevents downtime. We set up alerts, track key metrics, and look for early warning signs so issues can be addressed before users are affected.

How do you manage updates and patches without disrupting operations?

We plan updates, test changes in a controlled environment, and use safe deployment practices such as staged releases and rollback options where appropriate. The goal is steady improvement without unpleasant surprises.

How do you approach security in support and maintenance?

We treat security as ongoing work. That includes patching dependencies, reviewing exposed surfaces, managing access properly, monitoring for suspicious behaviour, and addressing findings in a practical way that matches the risk.

Can support and maintenance reduce our cloud and running costs?

Yes. Over time, cloud usage can drift. We can review resource usage, identify waste, adjust scaling and storage, and remove unused services. Small changes can often reduce costs without affecting performance.

How do you ensure knowledge doesn’t sit with a few individuals?

We document key decisions, keep runbooks and system diagrams up to date, and share knowledge across the team. That reduces key-person risk and makes it easier to onboard new people on both sides.