Application support
Application support and managed services for software that has to stay available while continuing to change.
Production support
A stable support team learns where failures originate, which integrations are sensitive, which jobs matter at critical business periods and which changes carry production risk.
AdventSys combines incident resolution with maintenance and enhancement work so production knowledge feeds back into engineering decisions. Support can include L2/L3 troubleshooting, batch operations, upgrades, performance work, documentation and ongoing changes to the live application.
Transition
Review of code, architecture, environments, integrations, job schedules, production history and open issues — how the system behaves in production, not how it was designed to
Written system profile, risk register, access and dependency map
We work incidents alongside the incumbent team, building runbooks from real tickets rather than from documentation
Runbooks covering the incidents that actually occur
We take first response; the outgoing team stays reachable for escalation through an agreed window
Agreed response targets live, escalation path named
Incident resolution, enhancement releases, upgrades, performance and database work
Monthly service reporting, scheduled enhancement releases
No system is taken over blind. If the audit finds risks that change the shape of the service — undocumented interfaces, an unsupported platform version, no test environment — they go in the risk register and into the commercial conversation before the service starts, not after.
Service levels
Every ticket is assigned a severity based on business impact. You set the initial severity when raising it; we may propose a change after assessment, with your agreement.
Significant business impact — a critical process cannot run
Minimal business impact — degraded but operating
Nominal business impact
Low business impact, including change requests
One eight-hour window, Monday to Friday, in a time zone you nominate
Ticket portal, email
Shared support team
Twelve hours, Monday to Friday, spanning your working day
Ticket portal, email, telephone
Named support contact, monthly service review, quarterly health check
These are our standard tiers. Coverage windows are set to your working day rather than ours, and wider coverage can be agreed where an operation needs it. The committed figures for your engagement are set out in the service agreement.
Support scope
Incident investigation, defect resolution and technical support for business-critical applications. A stable team learns where failures originate, which integrations are sensitive, which jobs matter at critical business periods and which changes carry production risk.
Small features, integration changes and technical improvements delivered by a team that understands the live system. Keeping both activities together helps the team make changes with an understanding of how the system behaves in production.
Monitoring, scheduling and troubleshooting for recurring jobs and operational application processes. Runbooks and escalation paths are made explicit so the team can respond consistently instead of rebuilding context during every incident.
Version upgrades, dependency updates and technical modernization planned around production continuity. Support can include L2/L3 troubleshooting, batch operations, upgrades, performance work, documentation and ongoing changes to the live application.
Database maintenance, query tuning and performance investigation for long-running enterprise applications. Repeated incidents, slow queries, fragile batches and misunderstood business rules can be prioritised alongside feature requests so enhancement work improves both user value and operational stability over time.
Operational knowledge is written down as it is built, not reconstructed under pressure. A runbook covers architecture, environments, interfaces, release procedures, scheduled jobs, monitoring, common incidents, escalation paths, dependencies, access responsibilities and recovery procedures. It is yours, and it is the reason a second engineer can cover the first.
Engagement
Scope can be defined up front and will not move much — a defined build, a migration, an upgrade
Phase-one estimate after architecture, staged payments against milestones
Scope will evolve, or discovery has to happen before anything can be committed
Named roles at agreed rates, monthly billing against timesheets
Sustained delivery over quarters, where continuity matters more than a fixed scope
A named team working only on your systems, reporting into your planning cycle
A live application needs to stay available and keep changing
Agreed service levels and coverage, enhancement capacity included
Your own team leads the work and needs specific skills alongside it
Named engineers integrated into your process, reporting to your leads
FAQ
The transition starts with architecture, code, environments, integrations, job schedules, production history and open issues. We document operational procedures, identify high-risk areas and complete knowledge transfer before taking primary responsibility.
Yes. Many live applications need a blended team that resolves incidents while also delivering small features, integration changes and technical improvements. Keeping both activities together helps the team make changes with an understanding of how the system behaves in production.
No. Staff augmentation mainly adds people to a client's delivery model. A managed service is organized around agreed responsibilities, service levels, operating procedures and outcomes.
Architecture, environments, interfaces, release procedures, scheduled jobs, monitoring, common incidents, escalation paths, dependencies, access responsibilities and recovery procedures should all be documented.
At least two engineers know every system we support, and runbooks are a deliverable rather than an afterthought. It is a fair question to ask a firm our size; the answer is documentation discipline, not a promise about attrition.
Most of the applications we support were built by someone else. The transition above is designed for exactly that case — audit, shadow, then primary support, so nothing is taken over blind.
We support the application and work alongside whoever runs the infrastructure. Where you would rather have one party accountable for both, we can take on the cloud platform too — that is a different scope and gets agreed separately.
