What Is Software Maintenance and Support?
Maintenance and support services are the continuity processes that ensure your live software projects run continuously, securely, and with optimal performance. Redora guarantees the sustainability of all systems.
A comprehensive support model is applied, including updates, backups, security monitoring, and error interventions.
Comprehensive Support Services
Redora assumes technical responsibility for your software infrastructure to ensure its sustainability. We take preventative measures before issues arise and intervene immediately when they occur.
- 24/7 technical support and intervention services
- Daily/weekly backup plans
- Version tracking and update implementations
- Hardware-specific configuration monitoring
Security and Performance Monitoring
Redora conducts periodic audits of your systems to close potential vulnerabilities and keeps your system fast through performance analyses. Security updates are applied regularly.
- Firewall, SSL, and configuration audits
- Tracking security patches for software components
- Load testing and resource usage optimization
- Analysis of faulty queries, loops, and logs
Error and Issue Response Process
In the event of errors, outages, or system failures, Redora neutralizes the problem with rapid intervention and a solution-oriented approach. We guarantee resolution within the SLA support timeframe.
- Error logging and prioritization system
- Root cause analysis and permanent solution proposals
- Notification-based automatic alert systems
- Real-time log monitoring and status tracking
Reporting and Process Tracking
All maintenance and support processes are documented, with regular reports provided to the client. Processes are managed with traceability, transparency, and measurable performance indicators.
- Monthly support reports and system status summaries
- Improvement recommendations and performance evaluations
- Support request history and resolution times
- Reported SLA compliance checks
Maintenance Process and FAQ
What services does the maintenance agreement cover?
It covers updates, bug fixes, backups, security audits, performance analyses, and technical support services.
How is the support timeframe determined?
It is defined by an SLA agreement, taking into account request volume and system criticality.
Is 24/7 support actually active?
Yes. Continuous support is provided for critical systems, with instant intervention through automatic monitoring systems.
What is the reporting frequency?
Monthly reports are provided regularly. Weekly or custom reports can be prepared upon request.
How are backups performed?
Automated cron jobs execute daily/weekly backups. All backups are encrypted and stored in separate physical locations.