A project for us,
a product for our customers
a product for our customers
The subsequent support we offer is as flexible and individual as our software solutions. We use various modules to tailor our support to the requirements of companies.
Part of the development team always remains part of the support team so that in-depth knowledge of the product is not lost.
We offer these types of support
- Application administration/cloud services administration: We take over the maintenance of the application and cloud services. The company decides whether we take over part or all of the administration.
- Application Health Monitoring: We offer proactive monitoring and analysis of software applications to ensure their performance, availability and security. Through continuous monitoring, potential problems can be detected and resolved at an early stage before they lead to serious disruptions or failures. This includes monitoring system resources, application performance, user interactions and security-related events. This enables companies to maximize the reliability and efficiency of their IT infrastructure by providing real-time insights and detailed reports that support rapid problem resolution and optimized operations.
- Development of new features: By observing the software solution and how customers use it, we can develop suggestions for new features. Of course, we also implement requests. A part of the initial development team is always involved in order to benefit from the project-related know-how that has been built up and to guarantee a smooth continuation of the development.
- Training: We create training materials, user guides, videos and documentation for both users and administrators. We offer user and administration training both remotely and on-site.
- Continuous security monitoring: On request, we can ensure that the security standards of the software solution are always up to date. In addition to continuous monitoring, we also implement any necessary adjustments directly.
What support models are available?
The support model can be customized according to your wishes, for example in terms of response times or support levels. We offer all support levels (1st, 2nd, 3rd) by arrangement. Response times can be agreed flexibly as required. We also offer 24/7 support.
The BAYOOTEC Support Team
- SPOC – Single Point of Contact: In this model, one contact person is appointed to collect all inquiries and is responsible for status information. If necessary, we can extend the model to two contacts – one for business and project planning purposes and one for technical details.
- Service team: A service team is put together depending on the support level and portal size, the number of users in the backend and frontend and the number of hits per month. It consists of both service engineers and software developers. Part of the initial development team is retained and transferred to the service/operations team in order to retain the expertise gained during development and ensure continuity.
Service Level Agreements (SLAs)
A Service Level Agreement (SLA) is a contractual document that sets out the expectations and responsibilities between a service provider and a customer. It defines the specific services to be provided and the quality standards that must be met, such as availability, performance and support. An SLA often contains metrics and KPIs to monitor compliance with the agreements. It also describes the consequences and measures in the event of non-compliance with the agreed standards. The goal of an SLA is to create clear and measurable expectations to ensure customer satisfaction and improve service quality.
We primarily use SLAs when software solutions need to be particularly fail-safe. This applies, for example, to portals that are accessed worldwide or solutions that affect the healthcare sector. In such cases, our support team is available 24 hours a day and can respond immediately to any problems that arise.
Get in touch now
Whether you have a specific software project in mind or you are looking for answers to open questions – we are here to help you.
Arrange a non-binding appointment here and let’s realize your project together.
