Support and operations

Operations, support and troubleshooting

Not only do we enjoy developing new products and digital services, we also ensure that they function reliably and remain stable in the long term. If you prefer proactive service rather than waiting to hear from your end users that there are problems with a solution, you've come to the right place. Our support team ensures smooth operations and monitoring of the software. Should a malfunction occur, we offer our customers competent support to rectify the error.

The life cycle of a digital product

After the initial go-live, a project is by no means "finished". From this point onwards, the operational cycle begins, during which it must be ensured that the software functions reliably – even under changing external influences. Software doesn't exist in a vacuum: the underlying basis, i.e. an operating system or browser, is constantly changing. Apple, Google & Co. have new requirements – what worked in the past may suddenly no longer work, but at the same time, new possibilities are added.
That's why apps, web apps and websites need to be updated and monitored from time to time, ensuring you notice when something isn't running the way it should.

The support organization of Apps with love

The support organization at Apps with love offers support in the areas of operations, maintenance and incident management for the entire life cycle of a digital product.

The Apps with love service desk is the first point of contact for customers with enquiries or in the event of a malfunction. Service desk staff receive support requests and enquiries from customers by telephone or email and initiate the appropriate measures.

Operation and maintenance

We ensure that everything runs smoothly after go-live and that the software operates without interruptions and errors as far as possible.

Hosting

All software must be hosted somewhere. We're flexible when it comes to choosing where exactly to host software. We've proven hosting partners whose services we can rely on, but we're also open to taking over existing hosting arrangements.

Monitoring und Security

To ensure that you aren't caught off guard by operating system updates, we offer services such as proactive testing and system monitoring. We implement monitoring mechanisms such as Firebase Crashlytics in our projects. This allows us to quickly identify when something isn't running as desired and respond promptly.

We also help you stay up to date when it comes to security. Naturally, we develop our products according to the latest state of the art. However, the security of computer systems is subject to fluctuations: new security vulnerabilities are discovered from time to time, making updates necessary. To ensure our customers don't have to keep a close eye on the latest developments in security themselves, we take on this job and have implemented the necessary processes in accordance with ISO 27001 certified processes.

Updates 

If an update is required – whether due to security requirements, new features or system compatibility – we ensure that it's carried out promptly, reliably and without interruption.

Incident management

Our support team rushes to your aid in the event of a malfunction. Our incident management encompasses the entire organizational and technical process of responding to identified or suspected malfunctions. Reports are received, analyzed, prioritized and resolved by the service desk.

The spectrum of possible incidents ranges from technical problems and vulnerabilities to specific attacks on the IT infrastructure. The primary goal of incident management is to resolve service disruptions as quickly as possible in order to minimize the negative impact on customers' business processes.

What's the procedure in the event of an incident?

Reporting an incident

If you encounter an incident with your product, you can contact the Service Desk either by telephone on 031 333 01 52 or by email at support@appswithlove.com.

When reporting, please include:

• The affected system and product.

• Additionally, information regarding the device version, operating system, and the specific app version where the incident occurred is very helpful.

Classification of an incident

As soon as an incident is received, it's assessed by the responsible person at Apps with love. The priority of the incident is determined in consultation with the client.

Incident Priority

Incidents with a higher priority are dealt with before those with a lower priority. Priority is determined by "impact" and "urgency".

Impact describes the consequences of an incident, such as the number of users affected, financial implications or loss of reputation. Urgency is defined as the timeframe within which resolving the incident is considered tolerable.

Incident Times

Apps with love actively communicates when an incident is detected by the Service Desk or via an automatic notification from the monitoring system in use. Subsequently, the incident phases are then divided into response time, intervention time, and recovery time.

Resolution of the incident

It's important to us that the apps and websites we develop function reliably and remain stable in the long term. That's why the support team does everything in its power to resolve any incidents within the terms defined in the service level agreement.

Change requests

Change request management is used in the event of changes and new requirements. Change management ensures that necessary and plannable changes are planned, approved, implemented and accepted in a standardized process. These changes are implemented as projects.

Service Level Agreements

The scope of services (service levels) in the area of support is defined in service level agreements (SLA). An SLA serves to guarantee our service, creates clear conditions for the distribution of tasks and regulates the framework conditions for support requests. Customers receive clearly defined services at a defined price.
In SLAs, we therefore offer our customers security, clear processes and contact persons, as well as proactive clarification when updates for the software are released.