In the quest for process improvement, many companies acquire software solutions for integrated management. It is in this context that system support and maintenance play a fundamental role.
These services ensure the stability and continuous availability of systems, and undoubtedly, a company equipped with modern software experiences facilitated work and delivers better results.
However, no matter how modern the implemented solution is, glitches or bugs may occur that impact the organization’s processes, causing disruptions or generating errors that could even affect the business’s revenue.
Do you want to understand more about the impact of this service? Then, check out what you’ll find in this post:
- How does the support and maintenance service function?
- Why is this service essential?
- IT maintenance is indispensable.
How does the software support and maintenance service work?
The support and maintenance service is the responsibility of the IT team, which involves assisting the entire infrastructure of software, hardware, and network systems to prevent, detect, and address errors.
The service functions as monitoring that ensures the continuous and quality operation of the utilized system through regular maintenance. This means that the team performs system updates and fixes flaws to prevent their escalation.
However, when companies acquire software, many do not consider the support they may need in case of doubts, difficulties, or technical problems.
Certainly, this is a relevant concern that all organizations should address, as the repetition of certain problems can cause operational losses and negatively impact the company’s growth.
Thus, the support team works on various fronts to prevent delays in processes and deliveries. Here at Ubistart, we follow these steps:
1. The responsible parties for call management and communication are defined, both on the Ubistart side and the client’s side. This ensures clear communication and minimizes misunderstandings.
2. Once the call is open, if it’s just a question, we respond immediately and close the call.
3. If it requires investigation, we do it as soon as possible, even to provide a deadline to the client.
4. After that, we prioritize the item according to its urgency.
5. The work to resolve the diagnosed problem begins.
6. As we value quality, the goal is always to fix the problem and, if possible, improve the code. However, in cases where code improvement poses a risk to the client, the modification is not executed, or we thoroughly study the scenario.
7. Another important point is that we always work to ensure the problem does not recur; the idea is always to discover the root cause. When the problem takes more time to fix, whenever possible and necessary, we take palliative measures to ensure the client’s day-to-day operations are not affected.
Why is this service essential?
The support’s assistance makes all the difference in guiding problem resolution and achieving better results. A good support system contributes to constant improvements in the system, thereby aiding in the company’s growth.
Moreover, software with support and maintenance services can quickly detect and resolve flaws, as the scenario is analyzed by professionals who understand the subject matter and know exactly how to perform the necessary procedures.
This results in greater convenience, quick resolutions, and time savings, as users don’t need to scour the entire system to find a solution.
It’s also worth noting that having support and maintenance services, even though it may seem like an additional cost, translates to investing in fewer expenses. Taking risks with the utilized system can lead to financial losses in the delivery of your services/products.
IT maintenance is indispensable
Technical support for software is an indispensable service, as the primary issues commonly encountered can affect the company’s operations and even its revenue.
This IT service becomes even more relevant, especially in this era of rapidly incorporating new digital methods, with an increased use of tools that provide process automation.
In this context, it is crucial for these systems to be monitored by an expert to avoid rework and chaos in the company.
So, don’t neglect this essential task for your business, which will have a positive impact with a straightforward service that can be done in person or remotely.
If you’ve acquired software from a company that doesn’t offer maintenance and support, there’s no problem. The service can be carried out by other specialized companies that were not involved in the initial development.
In fact, this is one of the services offered by us at Ubistart, with different support models to make adjustments, implement new functionalities, and contribute to the healthy growth of your system.
Get in touch with us and learn more about our proposal.
