Software support and management services

Our company signs an individually drawn-up support SLA with each customer to lay down our standard and specific liabilities, including hours of service, software coverage, response speed, tickets priority, and more.

Itransition provided technical support of a mobile bank app, including request processing, real-time issue tracking and fixing. Find out how Itransition provided full-cycle L1 and L2 support for a UK-based business intelligence, publishing, and exhibitions company.

Heavily loaded online casino platform support and maintenance, environment setup automating and team work optimization. Itransition redeveloped custom expense management system for Carlabella and provided them with long-term technical support. Learn how Itransition provided comprehensive support and maintenance services for the Xerox Partner Portal. Please be informed that when you click the Send button Itransition Group will process your personal data in accordance with our Privacy notice for the purpose of providing you with appropriate information.

Software maintenance and support services. Home Services Software maintenance and support services. At a glance. Multi-tier software support services. First-line support Our technicians will handle user-side issues and minor glitches in your application before they escalate into service-disrupting problems.

Troubleshooting When the root cause is in a system deficiency, our expert troubleshooting team will investigate the issue, detect and fix bugs, or perform performance-critical configurations, installations, and updates.

Advanced support To deal with the most advanced, never-faced-before issues, Itransition involves high-skilled architects and engineers who will investigate the source code to remedy disruptions, optimize back-end functionality, and enhance the system with new transformative features. Tap into the benefits of expert software maintenance services. All-round software maintenance expertise Select a maintenance strategy that fully addresses the needs and shortages of your IT ecosystem and facilitates the sustainable growth of your digital enterprise.

Adaptive If your software environment has undergone significant changes, our team will adjust the applications and tools to the altered conditions, so that they remain stable and highly-usable. Perfective Our team will augment your solution to ramp up its performance and prolong its operational life.

Preventive We will re-engineer your software to make it future-proof and fault-resistant. Service delivery models. Pay-as-you-go support Turn to Itransition when you need to augment your in-house maintenance team with professional support technicians, engineers, or consultants, and get the needed service over a specified period of time, paying for the consumed resources only.

Emergency support In case you encounter an unexpected and disruptive software issue or compromised security, get in touch with our support team. Tasks like performance monitoring are clearly managed services, while others like global tax and regulatory updates fall under the definition of software support services.

But what happens when a customer requires assistance in a gray area that straddles the two types of services? At Spinnaker Support, we first attempt to use the definitions laid out above, but in some instances, we encourage our third-party support customers to issue a ticket so that we can begin a conversation.

The third area of services — consulting — is more easily defined. Consulting is required when a service is distinctly time-limited and focused on a singular goal. These services help bridge the gaps across multiple technology stacks and ERP applications while delivering a broad range of custom services that focus on bite-sized, cost-effective projects. The ITIL definitions are listed in the table below. A good rule of thumb for this tiered system, shown in the far-right column, is to assume that Level 1 is lightly trained staff only and that you add years of experience as you move up each level.

You can also assume that, as you move up the chain from Level 1 to 4 that the teams grow smaller, more specialized, and more in demand. Most of our customers maintain their own internal Level 1 and 2 teams, or, in the case of larger customers, choose to offshore those functions, reserving their interactions with Spinnaker Support for the Level 3 Managed Services and Level 4 issues that they cannot solve themselves.

Spinnaker Support is the only vendor that delivers a unique blend of third-party support, managed services, and consulting for enterprises that run Oracle and SAP. No matter which service or services they choose, Spinnaker Support customers trust us to keep their enterprise applications running at peak performance and to help them navigate from on-premise to hybrid to cloud.

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