Engineering Services
Software support and annual maintenance (AMC)
Proactive monitoring, security patching, and rapid issue resolution from engineers who know your codebase.
- 4 weeksOnboarding before support starts
- RunbooksWritten for every service
- QuarterlySystem and contract review
How we build
How we approach support & AMC
Software does not stay healthy on its own. Operating systems update, third-party APIs deprecate endpoints, databases accumulate bloat, and employees make accidental configuration changes. Without proactive maintenance, systems slowly degrade until a catastrophic failure strikes during month-end close.
Read more
Our AMC support is delivered by actual software engineers, not tier-1 script readers. We audit your system architecture, establish clear operational runbooks, configure automated heartbeat monitors, and assign named engineers who understand your database schema and business logic.
Connected to your core systems
- REST & webhooks
Typical stack
- Odoo
- Microsoft Dynamics 365
- Zoho One
- Salesforce
- ERPNext / Frappe
- Custom PHP/Python/Node Stacks
- Dedicated Helpdesk Portal
- Slack / Microsoft Teams Channel
- Emergency Pager Escalation
- Uptime Kuma
What we deliver
Capabilities
Contractual SLA Response Commitments
Guaranteed response times based on issue severity, with direct escalation to senior systems architects for critical outages.
Proactive Security Patches & OS Updates
Regular testing and deployment of security updates across your servers, frameworks, CMS, and database engines before vulnerabilities can be exploited.
Database Optimization & Health Audits
Scheduled index rebuilds, vacuuming, query plan optimization, disk capacity planning, and automated integrity checks.
Dedicated Monthly Engineering Hours
Every plan includes banked hours for continuous feature improvements, report customizations, new API integrations, or staff training.
Transparent Monthly SLA & Incident Reports
Detailed monthly reports outlining ticket response times, root-cause analyzes, uptime statistics, and strategic architectural recommendations.
Integration & Webhook Health Monitoring
Continuous surveillance of third-party API connections (payment gateways, courier EDI, banking APIs) with automated retry handling.
How we deliver
From audit to hypercare
-
A-01
System Onboarding & Architecture Audit
2 weeks
We gain secure access, perform a deep code and security review, and document existing vulnerabilities.
-
A-02
Runbook Writing & Monitoring Setup
2 weeks
We write emergency runbooks and install uptime monitoring and error tracking across all services.
-
A-03
Active SLA Operations
Ongoing
We handle tickets against the response times in your contract, apply patches on an agreed schedule and work to prevent outages.
-
A-04
Quarterly Strategic Review
Quarterly
We review ticket trends, analyze root causes, and propose architectural roadmap upgrades to reduce ticket volume.
Engineering standards
How we build, compared with the usual shortcut
Only touching the system when an emergency happens, when downtime has already cost thousands.
Proactive weekly maintenance and automated monitoring that catches issues before users do.
Passing support tickets to overseas call centers with zero technical knowledge.
Direct ticket handling by developers and systems engineers who read and write your code.
Letting software run on unsupported versions until an upgrade requires a painful full rewrite.
Iterative, incremental version updates that keep your software modern and secure every quarter.
Can you provide AMC support for software that another company built?
Yes. Over half of our support contracts began with systems built by other vendors. We begin with a two-week Phase A-01 onboarding audit to review the code, document architecture, and fix existing technical debt.
How do our team members submit support requests?
Your team can raise tickets through our online support portal, via email, or directly through a dedicated Slack or Microsoft Teams channel linked to our internal engineering queue.
What if an issue requires new feature development rather than just a bug fix?
Our AMC plans include allocated monthly engineering hours. You can use these hours flexibly for minor feature enhancements, new custom reports, or API integrations.
What are your support coverage hours?
Standard support runs Monday to Friday in IST business hours. Out-of-hours cover for critical outages can be added to your contract; the hours and response times are agreed in writing.
Next step
Build, buy or fix what you have?
A 30-minute call. We look at your workflow and data and tell you what we would do first.
First call: 30 minutes · A senior consultant, not a sales rep