Legacy Software Support

Legacy software support is a highly demanded service today. 

But unfortunately, there are still many customers who believe that once they get their product, they may forever forget about collaboration with IT specialists (at least until the moment when they decide to launch a new app or to order a new website). However, it is not true.

When your software is delivered and you (or your clients) start using it, it doesn’t mean that you do not need any IT services anymore.

Let’s suppose that you unexpectedly notice some problems with your software. For example, you see that it’s productivity is not high enough to handle the flow of orders or maybe you understand that that you need to update some databases. 

What will you do in such a case? Some people begin panicking. But it is not the best option. A much better variant will be to find a reliable team that can offer you such services as legacy software support. However, the best solution is to turn to software support from the very beginning.

Software support: different types

The notion of technical support includes a wide range of tasks. Based on the objectives of such services we can name the following types of software support:
  • Corrective support. This type of service presupposes fixing various bugs that may be noticed in the process of using the system. Among the errors that can be corrected we can name coding errors, design errors as well as logical ones.
  • Perfective support. If you are not fully satisfied with your software, it’s not a problem for us. We can introduce any improvements that you wish. For example, we can add, modify and delete any features or functions.
  • Preventive support. We believe that it is always much easier to prevent some problems in advance than to try to solve their consequences later. Our team can analyze the history of your software usage, monitor feedback from your customers as well as conduct necessary testing in order to find out any weak points. Such improvements are aimed at solving problems before they surface themselves.
  • Adaptive support. When you plan to use your software in a new environment, some modifications may be required, for example, changes in the data format or localization.

Benefits of legacy support

What can software support bring you?
  • Enhanced performance. Legacy software support is aimed at making your product function better. The improvements may include upgrades that will help to increase the performance of your product and widen its functionality.
  • Bugs-free product. When you get a new app, it’s highly possible that you won’t notice all bugs at one. Some of them may become obvious much later. But it’s not a reason to order a new product. All bugs can be fixed if you turn to application support services.
  • Timely updates. Technologies are constantly developing. Some features that seemed to be really innovative a couple of years ago, today may be considered to be irrelevant. To stay up-to-date, you shouldn’t ignore modern trends. Regular updating is just what you need.
  • Reduced costs. Do you know that the older your software is, the higher is the cost that you need to pay if you want to keep it functioning. If you do not want to overpay, timely support services should become your choice.
  • Long life cycle of your software. If you think that support is needed only for those products that already have problems, it’s not so. In case you order support services from the very beginning, you will be able to avoid a lot of problems and ensure a longer lifestyle of your software.

Get a free expert consultation about the legacy software support services.

Levels of software support

In the IT industry, there exists a tiered support infrastructure that allows organizing support more efficiently. In a classical model, there are three levels (tiers) of software support. Such a model helps to create groups of specialists based on their experience and knowledge who fulfill different tasks.
  • Level 1. This support is also known as Help Desk support. At this level, specialists process requests received from customers and solve their basic problems. The main task of these specialists is to gather as much information from an end user as possible in order to localize the problem.
  • Level 2. The problems that are solved at this level are more complicated than at the first one. Troubleshooting at this level requires deep technical knowledge and good understanding of software features.
  • Level 3. This level is the highest one in this hierarchy and represents expert software support. Those problems that were not solved at Level 2 are usually sent to specialists who work at Level 3. They can be developers and engineers who have expertise in building products.

There are also two more not widely used terms.

Level 0 support presupposes solving problems without the involvement of tech specialists when automated or self-service solutions are enough. 

And the second one is Level 4 support. This level of support presupposes dealing with the problems that can be solved only with the participation of external organizations (as hardware vendors, for example).

However, as a rule, you need to contact them only in some not regular specific cases.

What may happen if you decide not to order software support services?

  • No space for growth. Quite often, your software is a core element of your business. If your software can’t cope with your current business needs, it will become a real barrier to your business development.
  • Low level of customer satisfaction. If you have an app that is used to build interaction with your clients, you need to pay special attention to the quality of this software. Otherwise, you may lose even the most loyal clients.
  • Unplanned expenses. If you order software support, you can plan your budget in advance. Moreover, you can be confident that your software always stays up-to-date. If you prefer not to use such support, you should be ready that one day you will need to fully update your system which will be much more expensive (and quite often you will have no opportunity to plan these expenses beforehand).

How much does software support cost?

It is clear that the final cost of support services will depend on the peculiarities of your project and the aims of this work. However, it is possible to predict the approximate amount that you will need to allocate for support of your software (if you want it to function efficiently for many years).

According to some studies, support and maintenance may form 75% of the Total Cost of Ownership, which includes all direct and indirect expenses that you need to bear throughout the life cycle of your software starting from its development. 

The most expensive type of support is perfective support as it may presuppose the introduction of very significant enhancements. It may represent itself up to 50% of all maintenance costs.

As for the costs per year, they may vary from 40% to 75% of the development costs. But as there are many factors influencing the final cost, you should be very attentive while planning your budget.

How is legacy software support organized?

We can easily classify all the companies that use some software in accordance with their attitude towards software support. There are three groups of them:
  1. Businesses that prefer not to touch their software if it works. Yes, if a program or an app functions, they’d better not introduce any changes.
  2. Some businesses prefer to have in-house specialists who carry out the necessary technical support. However, in many situations, it is not feasible.
  3. And the third group comprises companies that hire outsourced support teams. This option is probably the most highly-demanded and popular one today.
Such a solution guarantees not only more reasonable expenses but also a higher level of services (in case you fund a reliable company, of course).

We offer full legacy support and are ready to work with any type of software that you have. Of course, we can offer you different forms of cooperation but if you need us, our services can be provided all year round all day long without holidays and breaks. It means that when you order application support, you can be absolutely confident that your app is under control 24 hours per day, 7 days per week, 365 days per year.

Even if your software was developed by another team, it doesn’t frighten us. Our trained staff is able to deal with tasks of any complexity and scale.
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