In today’s fast-paced business world, software upkeep is vital for organizations looking to stay competitive and efficient. Whether using in-house or external software, challenges like maintenance, updates, and security are universal.
Challenges of Software Maintenance and Support
- Leveraging External Code: Organizations often use software from other sources, which can make it challenging for the maintenance team to understand and manage non-in-house code.
- Stability Challenges: Making changes to software while maintaining stability and accessibility for users can be tricky. Even minor adjustments can have unpredictable effects on system functionality.
- External Component Updates: Programmers often rely on external components and libraries, and updating them can be problematic due to potential errors and incompatibilities.
- Security Concerns: New threats and vulnerabilities in software emerge over time, requiring regular updates and security patches to protect against attacks.
- Live Software Updates: Updating software in use by users requires meticulous testing to avoid disruptions and ensure a seamless update process.
- User Consent for Updates: Some software, like desktop or mobile apps, may require user consent for updates, which users might decline, leading to missed features and improvements.
- Ambiguous Bug Reports: Users frequently report issues, but vague or unclear bug reports can complicate problem understanding and resolution by the maintenance team.
Q1: What types of software maintenance does Euvic offer?
Corrective Maintenance - addressing undetected software issues, typically reported by users as bugs. Euvic's expert team swiftly resolves these problems for software stability. Preventive Maintenance - proactively averting future issues, such as potential disruptions due to external component suspensions. Our team vigilantly monitors and takes preventive actions. Perfective Maintenance - enhancing software based on user feedback, refining, adding features, and ensuring it evolves to meet changing business needs. Adaptive Maintenance - adjusting software to external changes like platforms, agreements, and conditions. Euvic updates and integrates to maintain alignment with the latest standards. Euvic provides essential helpdesk services, ensuring effective communication, problem-solving, and customer satisfaction. Our dedicated team fosters strong client relationships, offering comprehensive software support and real-time issue resolution. Euvic provides essential helpdesk services, ensuring effective communication, problem-solving, and customer satisfaction. Our dedicated team fosters strong client relationships, offering comprehensive software support and real-time issue resolution.
Q2: What is the process of software maintenance and technical support like at Euvic?
Euvic's software maintenance and technical support system is a well-structured, comprehensive framework. It offers expert help for solutions like the eHurt system, the BRIDGE platform for Pernod Ricard, and client projects. It operates through three vital levels to ensure system reliability. We have 3 support lines. In software maintenance, we blend IT Service Management (ITIL) and DevOps practices for efficient resource management and adaptability. We're also proactive in system upkeep, performing regular "Health Checks" to prevent issues and enhance system performance, security, and stability.
Q3: How does Euvic ensure the security of clients’ software during maintenance and technical support?
At Euvic, we prioritize client software security during maintenance and technical support. We continually monitor external threats, conduct internal audits, and encourage inter-team communication to maintain high security standards. Our use of the Microsoft Security Development Lifecycle (SDL) ensures legal compliance and early vulnerability detection in software development, reducing risks and protecting data.
Q4: How does Euvic handle software updates and upgrades? What does this process look like?
At Euvic, our primary focus is to manage software updates and upgrades seamlessly, minimizing disruptions and prioritizing user ease. We employ industry best practices to ensure high-quality, stable results. The process begins with issue identification or the need for an update. We meticulously prepare, test, and deploy solutions, guaranteeing smooth transitions. Client collaboration is essential. We maintain open communication, keeping clients informed about updates and offering support. Thorough testing ensures the stability and reliability of all updates. Quality and precision in testing are paramount.
Q5: How does Euvic communicate with clients during the software maintenance and technical support process?
At Euvic, effective client communication is our top priority. We stay in constant touch, promptly address requests and concerns, and discuss solutions while being transparent and clear. We encourage questions and client feedback to better serve your needs. You can reach us through: a dedicated phone line for reporting incidents and issues, a dedicated email address for problem reporting and communication. Optional integration with your preferred tools like Jira, Azure DevOps, Remedy Force, or our platform Atmosfera (Atmo Light) for seamless incident updates.
Q6: What successful software maintenance and support projects has Euvic completed so far?
We've completed several software maintenance and support projects with notable achievements. One of them is Gdansk Contact Center. We have developed an advanced Call Center system for Gdańsk to enhance city information services and streamline resident inquiries. Another one is e-muzyka. We have optimized IT environment with BizTalk Server, increasing system capabilities tenfold and improving performance. It's also worth to mentioned about Pernod Ricard where we supported BRIDGE integration platform for seamless document exchange, enhancing operational efficiency. And the last but not least was Swedbank, where we successfully migrated and adapted critical applications to .NET, ensuring reliable banking system operations. These projects highlight our expertise in software maintenance across diverse industries, delivering successful outcomes for our clients.
Q7: How does Euvic measure the success of its software maintenance and technical support services?
Our success hinges on customer satisfaction. We gauge it through enduring partnerships, high customer retention, and various metrics like response time, issue resolution time, repair time, unresolved cases, and service availability. We also rely on customer feedback, surveys, and audits to grasp their needs and improve our technical support.
Q8: What benefits can companies gain from collaborating with Euvic for software maintenance and support?
Our primary focus is to provide a swift and adaptable approach to application repair, optimization, and monitoring, customized to each client's specific needs and application type, be it cloud-based, mobile, web, or desktop. We prioritize top-notch security, following industry best practices to safeguard our clients' software. Euvic commits to maintaining a high level of security through regular audits, training, and adherence to a robust Security Development Lifecycle framework based on Microsoft's recommendations. Additionally, our collaboration guarantees comprehensive technical support, addressing issues, enhancing functionality, and maintaining open communication for a seamless experience.
Q9: What are the next steps for companies interested in collaborating with Euvic for software maintenance and support? How does the collaboration initiation process with Euvic in terms of software maintenance and technical support look like, and how long does it usually take to start the collaboration?
Companies interested in partnering with Euvic for software maintenance and technical support should start by defining their support requirements and specifying the scope of work. This involves sharing key information like technology stack, versions, release date, infrastructure status, and user count for a support complexity analysis. Once the contract is drawn up and signed, we assemble the team and initiate the support process promptly. The start date may vary based on individual agreements and project details. Our goal is to provide professional support swiftly for a seamless collaboration.
