Maintenance and support are two of the most neglected areas for most software. Companies spend thousands of dollars on acquiring software, but they often spend very little on their maintenance and support.
Read on for a closer look at what software maintenance and support includes.
What is Maintenance and Support?
Maintenance and support is the ongoing process of responding to bugs, updates, and improvements. While most people think of maintenance as just fixing the bugs in a program, it can be much more than that.
The definition of maintenance is work performed on an existing system or software to keep it functioning. Support is the provision of assistance or advice to customers having problems with a product or service.
What are the Different Phases of Software Maintenance and Support?
The first phase is maintenance, during which the team will ensure your software runs smoothly and efficiently. Maintenance is the regular and continuous process of improving software-based products on the needs, feedback, and imperfections discovered during testing. This is crucial to the success of any software product.
The next phase is support, during which they’ll troubleshoot any issues that might arise with your software or its implementation. Support refers to the ongoing process by which you address problems that arise after the software has been released. This is a critical part of your customers’ experience with your product.
The third phase is upgrades, during which they’ll update your software to the latest version available.
What Should You Look For in a Software Maintenance And Support Provider?
There are a few things to remember when looking for software maintenance and support providers. First, you need to know what kinds of services your business needs. If you don’t have a clear idea of how your company uses its software and the kinds of problems that could arise, it can be hard for a provider to suggest solutions.
You should also ensure the provider has experience working with businesses like yours. They should be able to communicate well with engineers who understand the technical side of your business.
Finally, make sure their pricing structure makes sense for your company. You’ll want them to devise a customized solution based on what they’ve learned during their initial consultation.
Signs of a Strong and Innovative Maintenance and Support Team
It can be difficult to determine how to measure the strength of your software support team, but there are certain signs that you should look out for. If your company has a strong maintenance and support team, you will:
Have fewer complaints from customers
Have fewer issues with your product or service
Be able to predict when issues will occur in the future based on previous patterns
There are multiple kinds of maintenance and support plans. Software maintenance plans may be tailored to meet your specific needs. Some of these plans are annual, quarterly, monthly or even weekly. Make sure you know your needs before reaching out for maintenance and support.