Application Support Services

Solutions we support with our Application Support Services

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

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

Mobile applications that serve field teams and customers

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

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

Our Application Support services

Calance provides end-to-end managed Application Support Services helping businesses maintain their Applications in the optimum state.

Incident & Problem Management

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

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

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

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

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

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

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

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

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

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.

Access is controlled and reviewed on a schedule. In addition access logs are securely maintained.
Patch cadence is defined for operating systems, frameworks, and libraries. Critical vulnerabilities move on an accelerated path.
Change control includes approvals and separation of duties. Pipelines enforce signoffs rather than relying on manual steps.
Logs are retained for the period your policy requires. We mask sensitive fields and review access patterns.
Backups and restores are tested, not just configured. We validate that restores meet the recovery time and recovery point objectives.
Evidence packs are generated for audits from the same sources we use to operate the environment, so they are accurate and complete.

Onboarding and transition

Taking over support from a project team or another vendor should be predictable. Our transition flow has clear checkpoints.

Discover

Discover the application landscape, environments, dependencies, schedules, SLAs, and stakeholders.

Document

Document the current state in runbooks, diagrams, and a dependency registry. Capture tribal knowledge through interviews and screen shares.

Stabilize

Stabilize by fixing low risk known issues, addressing gaps in monitoring and alerting, and confirming backup and recovery steps.

Shadow

Shadow to transfer live operations. Our team runs changes under observation, to ensure readiness for handover.

Operate

Operate with weekly service reviews until everyone is comfortable with cadence and quality. After that we move to standard monthly governance.

What success looks like

Outcomes show up across reliability, speed,
and user satisfaction.

Experience The Outcomes

1

Mean time to resolve incidents decreases as our team spots issues earlier and has comprehensive knowledge articles that enable efficient response.
2

Drop in repeat incidents as problem management removes root causes.
3

Release cadence becomes consistent. Changes are small, safe, and frequent.
4

Dashboards refresh on time and data consumers trust the numbers.
5

Users raise fewer tickets about slow screens and broken flows.
6

Executives get a clean service report that connects engineering work to business outcomes.

Technology coverage

Our support model is technology aware without being locked to one stack. The team includes engineers across the following areas.

Databases and data platforms

Data and analytics

Languages and application frameworks

Frontend technologies

Infrastructure and DevOps

Authentication and security

Reporting and continuous improvement

Operations without feedback loops stagnate. We publish a service report that covers availability, incident counts by priority, mean time to respond, mean time to resolve, problem records closed, change success rate, refresh success rate for data jobs, and user satisfaction summaries. The report calls out hotspots and proposes a plan. Each quarter, we step back to review posture, debt, and resilience. The outcome is a small, prioritized roadmap that we work through alongside day-to-day support.

Pricing and engagement flexibility

Support should scale with the importance and volatility of your applications. We offer pod-based models for steady systems, ticket-based models for variable demand, and hybrid models where a baseline pod handles incidents and a flex bucket covers enhancement spikes. We track demand drivers so you can forecast spend and make decisions with data rather than guesswork.

Explore Our Engagement Options

What is the difference between application support and a helpdesk?

A helpdesk focuses on user requests and basic troubleshooting. Application support goes deeper into the application stack, data flows, integrations, and deployment process. We diagnose root causes, coordinate code fixes and releases, and maintain the pipelines that keep data current.

Can you take over an application without the original development team

Yes. The transition plan includes discovery, documentation, and shadowing so our team understands the system. We reconstruct missing runbooks, rebuild monitoring, and create a dependency map. Where source control or pipeline access is incomplete, we work with your administrators to restore proper control.

Do you support both cloud and on-prem environments

Yes. We support applications hosted in public cloud, private cloud, and on-premises. Monitoring, backup, patching, and deployment steps are adapted to the platform but follow the same operating principles and quality gates.

How do you handle after-hours incidents?

The NOC receives alerts around the clock and engages the on call engineer. P1 incidents trigger immediate response and stakeholder updates. P2 and P3 are handled per the SLA. Communications are recorded in the ticket and summarized in the next service report.

What types of enhancements fit under support versus a new project?

Small changes that do not require multi-week planning are ideal for the support enhancement lane. Examples include validation rules, layout adjustments, minor reports, and performance tuning. Larger features that need design workshops, extensive QA, or cross-team coordination typically move to a project. We will propose the right path during intake.

How do you measure success?

We track availability, incident volume and trends, response and resolution times, change success rate, data refresh reliability, and user satisfaction. Each month we share results, insights, and an action plan. Over time, you should see fewer urgent issues, faster safe releases, and happier users.

Application Support Services