Give us a call on +44 207 754 5947
or
Send us your details
Submitting your details
Give us a call on +44 207 754 5947
or
Send us your details
Submitting your details
We’ve worked hard to create a set of uniquely flexible services based around application support and maintenance so you don’t have to.
It has never been so important for agencies to offer website support and maintenance.
Original photo by Greg Lloyd 1969, used with permission
And this is where we come in. Cohaesus offers support and maintenance solutions that are easy to set up and easy to manage. We do all of the hard work for you – from setting up dedicated telephone support lines through to managing day-to-day maintenance tickets – allowing you to free up your valuable technical and project-management resources. These services can be white-labelled under your name or stand alone (whichever suits your business model), and all at a price that protects your agency’s margins.
Our first-level support staff are trained to determine the type of support issue at hand and to direct it to the most suitable members of our technical staff. The time of the issue is recorded and this is used to report on how well the SLAs (service-level agreements) are being met.
We have state-of-the-art paging services that will contact the duty support staff whatever the time of day or night. If for some reason the engineer on call cannot be reached, the next engineer on the roster is called – and so on until, if all else fails, our technical directors receive that call.
Ticketing systems that record the issue, display the nature of the problem, show the status and estimated response times that will align with the client’s SLAs. Some of our high-volume ecommerce clients demand a 15-minute response time.
Our support teams are on hand 24/7 to undertake any critical issues as required.
Our technical directors are available if any support-related ticket needs to be escalated.
If we isolate the issue to a 3rd party vendor/supplier, we will liaise with them to resolve the issue.
Our support services are there to help you when something goes wrong with your site. For example, your customers are unable to buy products on your ecommerce site at 2am. We have a range of flexible processes that can be adapted to fit into your current workflows or replace them altogether.
Maintenance services cover scheduled work required to fix 'non-breaking bugs' - non-urgent, but nonetheless requires attention - and to add new features, new copy or new banners, etc. Unlike support work, maintenance releases are planned and scheduled.
Due to the close nature of support and maintenance, it’s quite normal that once we’ve reacted to your support request there are often further resultant tasks that will need scheduling into the maintenance work plan after the support ticket has closed. This is why in the majority of cases we undertake both services.
Let us pick up your application support and maintenance headache. Give us a call to see how we can help on +44 (0) 207 754 5947 or fill out the form below.