“You will never need it, but just in case…”
We put great value on the support system we have amongst our team. We prefer a hands-on approach with our management, which means that the manager is highly involved in the day-to-day activities and decisions of their team. We believe that having a constant encouraging and motivating presence helps our team be more productive. Continual support would help anyone to stay focused on success.
Another way we achieve reliability is code and log monitoring. We like to observe our products, and we like to observe logs as they are recorded. Logs are records of occurings on a system and contain many details like timing, user device, application etc. Monitoring these records helps us to examine network performance data. Microservices are also key to this process. All in all, this monitoring is useful for keeping track of apps and services to make sure they are in good shape. Our dedication to monitor logs, codes and infrastructure pays off with smooth services in the long run.
The main software support attributes we strive to deliver are;
- Infrastructure Monitoring
- Code & Log Monitoring
- 7/24 DevOps Support
- Hands on management
The support system we offer our clients has tiers. We are well aware of how important time is, especially for our job where we have to keep track of things second by second. That is why we want to offer easily accessible, fast and 7/25 customer support. That said, different types of problems may require different levels of support, we offer various tiers to fit various needs.
| Tier 1: Basic Support | Tier 2: Tech Support | Tier 3: Software Support | Tier 4: Support from Engineers |
|---|---|---|---|
| 1- Offered through project management tools such as Jira or Gitlab, and/or mail groups 2- For basic level problems 3- Mostly for problems stemming from user activity, insead of technical difficulties Time for first response: 1 hour Time for first intervention: 1,5 hour Time for solution: 4 hours |
1- Mostly for problems that don’t call for bugfix, caused by mis-use. 2- Usually solved via the administration panel and/or database to undo or edit operations with approval 3- Requires staff with technical knowledge Time for first response: 1 hour Time for first intervention: 2 hours Time for solution: 6 hours |
1- For situations where the system is not functioning correctly, resulting in service and/or service interruption 2- We examine whether the problem is caused by a bug in the system or a 3rd party app and contact other parties if necessary. 3- In cases where software support is required, the bug will be fixed asap and go live as a hotfix with approval. Time for first response: 1 hour Time for first intervention: 3 hours Time for solution: As soon as possible |
1- Type of support related to problems that arise independently of the software 2- For reasons that may cause problems such as data center 3- Since the solution cannot be provided by direct intervention, no solution time can be given. 4- May require support from DevOps engineers Time for first response: 1 hour Time for first intervention: As soon as possible Time for solution: As soon as possible |