24/7 Production Application Support, L1-L3 Maintenance & Incident Escalation
Business applications must operate flawlessly around the clock. At Avirtues, we provide dedicated Application Support & Maintenance services that combine L1 helpdesk, L2 functional support, and L3 engineering bug fixes.
Proactive Application Health & Rapid Incident Escalations
Software degrades without proper maintenance. Our Application Support teams monitor live telemetry, patch vulnerabilities, and resolve user tickets before minor bugs escalate.
L1 Helpdesk & User Triage
First-line support for user inquiries, password resets, access management, and initial ticket categorisation in Jira Service Desk.
L2 Application Troubleshooting
In-depth functional investigation, database data fixes, configuration tweaks, and integration issue resolution.
L3 Engineering Bug Fixes
Core codebase modifications, hotfix deployments, performance refactoring, and third-party API update handling.
SLA Incident Guarantee
Guaranteed 15-minute response times for Critical P1 incidents with real-time PagerDuty alerts and executive updates.
Comprehensive Support & Maintenance Stack
We extend your internal development team, providing round-the-clock peace of mind and continuous software longevity.
Real-Time APM Error Tracing
Monitoring application stack traces with Sentry and Datadog to capture unhandled exceptions before end users report them.
Routine Security Patching
Applying monthly framework dependency updates, security patches, and database driver upgrades safely.
Knowledge Base & Runbooks
Documenting standard operating procedures (SOPs) and incident runbooks in Confluence for rapid onboarding.
Our Application Support Workflow
01. Knowledge Transition
Codebase walkthroughs, architecture documentation, and environment access setup.
- Code Audit
- Architecture Docs
- Access Setup
- SOP Review
02. Telemetry & Baseline
Integrating Sentry logging, PagerDuty alerts, and baseline performance monitoring.
- Sentry Setup
- PagerDuty Rules
- Alert Limits
- APM Baseline
03. 24/7 SLA Execution
Active ticket triage across L1-L3 escalation tiers with guaranteed response times.
- 15-min SLA
- L1-L3 Escalations
- Hotfix Deploys
- User Ticket Resolution
04. Continuous Optimization
Monthly health reports, vulnerability patching, and proactive codebase refactoring.
- Monthly Audits
- Dependency Updates
- Performance Refactoring
- Confluence Runbooks
Managed IT Services Technologies We Master
We leverage industry-leading ITSM ticketing, application performance monitoring, incident escalation, and collaboration tools to ensure maximum uptime and support.
