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Application Support Services

Keep your critical apps running at their best

Business Intelligence and Data Science

Calance delivers business intelligence services that turn information from your existing applications into clear reports and dashboards so teams can spot trends, understand performance, and pivot with confidence. Our data science services apply AI, statistics, and algorithms to uncover patterns, optimize services, improve processes, and predict actions that matter to the business.
Solutions we support

Solutions we support with our Application Support Services

We support a wide range of business applications and data products.

Custom web

Custom web applications and internal portals that handle day to day workflows

Mobile applications

Mobile applications that serve field teams and customers

Business intelligence

Business intelligence solutions such as Power BI and Tableau that leadership relies on for decisions

data pipeline

Data pipelines and ETL processes that feed applications and reports with accurate and timely data

Our Application Support services

Incident & Problem Management

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Incidents happen—but how quickly and accurately they are handled defines business resilience.

Our support process begins with proactive detection. When an alert is triggered or a user raises a ticket, we immediately classify the issue by priority and impact.

Key features include
  • Rapid Triage: We log, prioritize, and assign every incident within defined SLAs.
  • Root Cause Analysis: Beyond fixing symptoms, our engineers investigate patterns that cause repeat failures.
  • Controlled Changes: Any configuration or code update follows change control, versioning, and rollback procedures.
  • Problem Prevention: Recurring incidents are converted into problem records, ensuring permanent solutions rather than quick fixes.
Benefit
This disciplined approach shortens mean time to resolve (MTTR) and strengthens long-term stability.

System Health Monitoring

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Applications need constant oversight to stay performant.

Our 24x7 Network Operations Center (NOC) uses tools such as Uptime, New Relic, and SolarWinds to monitor every critical indicator—availability, latency, API response times, error rates, background jobs, and resource utilization.

What it delivers:
  • Real-Time Visibility: Synthetic checks and dashboards track each service component.
  • Immediate Action: The NOC team validates alerts and notifies the right engineers within minutes.
  • Performance Tuning: We analyze trends and fine-tune configurations to prevent slowdowns.
  • Disaster Recovery Readiness: Regular DR drills confirm data recovery points and business continuity plans.
Benefit
This disciplined approach shortens mean time to resolve (MTTR) and strengthens long-term stability.

Data Management & Integration Support

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Behind every reliable application lies a stable data foundation.

We manage, validate, and synchronize data across systems to maintain accuracy and timeliness.

Key features include:
  • Scheduled & Ad-hoc Data Loads: We ensure daily, weekly, and on-demand refreshes run as planned.
  • ETL Workflow Oversight: Our team supervises extraction, transformation, and loading pipelines, restarting and validating as needed.
  • Data Validation: Schema checks, referential integrity verification, and record reconciliation protect downstream systems.
  • Integration Coordination: We manage APIs, connectors, and message queues to keep multi-system workflows running smoothly.
Benefit
This disciplined approach shortens mean time to resolve (MTTR) and strengthens long-term stability.

Documentation & Compliance

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Accurate documentation turns operational knowledge into organizational strength.

Every environment we support is mapped, versioned, and auditable.

Key features include:
  • Runbooks & Configuration Maps: Each application has documented setup, dependencies, and restart steps.
  • Change Logs: All updates and patches are recorded with timestamps and approvals.
  • Compliance & Validation Support: For regulated industries, we maintain qualification records and audit evidence.
  • Knowledge Base: Known errors, FAQs, and best practices are maintained in an accessible portal.
Benefit
This documentation enables transparency and faster recovery, while also satisfying compliance reviews and audits with minimal disruption.

Vendor & Third-Party Coordination

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Most enterprise environments rely on multiple vendors—each with their own escalation processes.

We manage those relationships so you don’t have to.

Key features include:
  • Vendor Liaison: We raise tickets, share logs, and track resolution timelines with external product teams.
  • Patch Reviews: Our engineers review vendor releases for compatibility and risk.
  • Joint Troubleshooting: We coordinate sessions between vendors, infrastructure teams, and internal stakeholders.
  • Follow-Up Reporting: Every vendor issue includes a documented root cause and verification of the fix.
Benefit
You stay focused on strategy while we ensure every third-party dependency works in sync.

Minor Enhancements & Continuous Improvement

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Support doesn’t stop at maintenance—it includes evolution.

We allocate dedicated bandwidth for enhancements that keep your systems aligned with changing business needs.

Key features include:
  • Small Development Changes: Form updates, API tweaks, workflow adjustments, or new report filters.
  • Performance Optimization: Query tuning, caching improvements, and configuration refinements.
  • User Experience Refinement: Minor UI changes and usability fixes.
  • Ongoing Feedback Loop: Enhancements are prioritized in collaboration with business stakeholders.
Benefit
This continuous improvement model ensures your applications evolve steadily without waiting for separate development cycles.

Release & Environment Management

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Reliable change management is critical to modern operations.

We automate builds, deployments, and rollbacks using Jenkins CI/CD pipelines—ensuring every change is consistent, reversible, and auditable.

Key features include:
  • Automated Builds: Each deployment is version-controlled and reproducible.
  • Pre-Deployment Checks: Unit testing, vulnerability scanning, and configuration validation run automatically.
  • Safe Releases: Blue-green or rolling deployments minimize downtime.
  • Post-Deployment Validation: Smoke tests confirm application health after every release.
Benefit
With CI/CD pipeline in place, changes move from development to production safely and predictably.

User Access & Security Administration

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Secure access is the backbone of application stability and compliance.

Our team manages identity, permissions, and authentication workflows so users always have the right access at the right time.

Key features include:
  • Role & Permission Management: We create, modify, and revoke user roles based on approved requests.
  • Access Audits: Periodic reviews confirm least-privilege access and flag anomalies.
  • Authentication Oversight: We support SSO, MFA, and OAuth configurations to keep logins seamless and secure.
  • Security Alerts & Incident Handling: Suspicious access attempts and failed logins are monitored, validated, and escalated immediately.
Benefit
With structured access governance, your applications stay secure without slowing down your teams.

Service Reporting & Stakeholder Communication

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Clear communication keeps stakeholders aligned and confident in application performance.

Our reporting framework transforms technical operations into meaningful insights for business teams.

Key features include:
  • Weekly & Monthly Reports: Incident summaries, SLA performance, ticket trends, and availability metrics.
  • Real-Time Dashboards: Live visibility into system uptime, job failures, and performance indicators.
  • Executive Reviews: Regular discussions on stability, risks, backlog items, and improvement opportunities.
  • Continuous Insights: We highlight patterns, recurring issues, and operational recommendations.
Benefit
With consistent reporting and transparent communication, decision-makers always know the health, risks, and progress of their applications.

How we operate

How we operate
Our NOC tracks alerts and notifications from the monitoring stack at all hours. When a signal crosses a threshold, the NOC validates it, suppresses noise, and engages the right specialist. Escalation ladders are clear. Communications use pre agreed channels and formats so stakeholders know what is happening and what has changed. The objective is simple. Detect early, respond fast, and resolve with minimal user impact.
We follow incident, problem, and change practices that reflect ITIL without slowing down engineers with ceremony. Every ticket carries the information that matters most - impact, urgency, steps taken, logs attached, next action, owner, and time stamps. Post incident reviews are short, specific, and focused on prevention. The outcome is better reliability, not just cleaner paperwork.
Automation reduces errors and increases speed. Jenkins pipelines orchestrate build and deploy steps for applications, services, and data jobs. We keep pipelines in source control and review them like application code. Blue green and rolling strategies are used where they fit. Feature flags help decouple deployment from release so business stakeholders can plan go-live moments with confidence. Observability closes the loop by making the impact of each change visible in real time.

Service tiers and SLAs

Different applications and teams need different levels of coverage. Our tiers keep the model simple while giving you the control to pick the right mix.

Essential

  • Business hours coverage for stable systems with predictable loads
  • Incident response for P2 and P3 events
  • Patching support
  • Monthly reporting with trend analysis
  • Best suited for internal tools that do not require overnight coverage

Advanced

  • Full 24x7 coverage with strict SLAs across P1 to P3 events
  • Quarterly disaster recovery tests
  • Release support
  • Deeper performance monitoring
  • Best suited for customer-facing systems and key internal workflows with time-sensitive tasks

Premier

  • Dedicated pod with deep understanding of your tech stack
  • Coverage for all priority levels
  • Reserved capacity for minor enhancements
  • Monthly posture reviews
  • Optimization sprints
  • Best suited for strategic platforms that require continuous improvement alongside operations

Security and governance

Security is built into daily operations rather than tacked on at audit time.

  • GREEN orange

    Access is controlled and reviewed on a schedule. In addition access logs are securely maintained.

  • GREEN orange

    Access is controlled and reviewed on a schedule. In addition access logs are securely maintained.

  • GREEN orange

    Change control includes approvals and separation of duties. Pipelines enforce signoffs rather than relying on manual steps.

  • GREEN orange

    Logs are retained for the period your policy requires. We mask sensitive fields and review access patterns.

  • GREEN orange

    Backups and restores are tested, not just configured. We validate that restores meet the recovery time and recovery point objectives.

  • GREEN orange

    Evidence packs are generated for audits from the same sources we use to operate the environment, so they are accurate and complete.

Security and governance