Managed Services / Application Support

Application Support That Keeps Systems Running

Bug fixes, user issue tickets, minor enhancements and uptime monitoring for the business applications you already run, all under a defined response-time SLA.

50+ ERP and software projects. Zero failed projects since 2021.

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Support Queue

Checkout page throwing a server error

Open

Export report missing a column

In Progress

Update a user role's permissions

In Progress

Resolved

P1-P3

Priority tiers matched to business impact

SLA

Defined response time on every ticket

1 wk

Typical time to get support live

100%

Of tickets tracked with a status update

Why It Matters

Applications drift without someone watching the queue

Bugs go unfixed, small requests pile up, and outages get noticed by users before anyone on your side does. A defined support queue and SLA changes that.

Response Time You Can Plan Around

A defined SLA for every priority tier

Every ticket is triaged into a priority tier the moment it is raised, and each tier carries its own response-time target, so you know what to expect before work even starts.

P1, P2 and P3 tiers matched to business impact.
Response time agreed up front, not decided case by case.
Status visible on every open ticket.

Support engineer reviewing a queue of open tickets

Beyond Just Bug Fixes

Minor enhancements and uptime monitoring, not only fixes

The same queue that handles bug reports also covers small enhancement requests and alerts raised by uptime monitoring, so issues get caught before users report them.

Small feature requests worked alongside fixes.
Uptime checks run against the application itself.
Alerts logged as tickets, not lost in a chat thread.

Engineer monitoring application uptime on a dashboard

What the Queue Looks Like

Every ticket carries a priority and a status

Illustrative example. Your actual queue depends on the tickets raised that week and the applications under support.

This Week

Payment gateway callback failing intermittently

Open

Dashboard widget not refreshing on load

In Progress

Add a filter to the activity log screen

Resolved

How It Works

From a raised ticket to a closed one, on a defined SLA

Raise a ticket

A bug, a user issue or a small request is logged through your existing tool or channel.

Triage and prioritize

Each ticket is assigned a priority tier that sets its response-time target.

A support engineer picks it up

Work starts within the SLA window for that tier.

Fix, test and deploy

Changes are tested before release, not pushed straight to production.

Close with a note

The ticket is closed with a note on what changed, visible on your side.

What's Included

Everything needed to keep an application running

🐞

Bug fixes

Defects are logged as tickets, fixed and verified before being closed.

📋

Ticket triage and tracking

Every ticket is logged, prioritized and visible from the moment it is raised.

✨

Minor enhancements

Small feature requests and improvements are handled inside the same queue.

📡

Uptime monitoring

Checks run against your application so issues surface before users report them.

⌛

Defined response SLA

A response-time target per priority tier, agreed before work begins.

📊

Status reporting

A regular update on open, in-progress and resolved tickets.

What Changes

What Application Support changes day to day

Tracked

Every ticket logged with priority and status

Faster

Response tied to a defined SLA per priority

Fewer

Repeat issues caught by uptime monitoring

Clear

A status you can check without asking

Covered

Bug fixes and minor enhancements in one queue

Stable

An application kept running without disruption

Why Us

Why teams use application support through TCB Infotech

Support tracked with the same rigor as delivery

Every ticket is logged and reviewed the same way we track work on our own projects, not a looser standard for support.

Fast, honest triage

We tell you plainly when a request is bigger than application support and needs a separate project.

Direct access, no relay

You raise tickets and review status directly, on the tools you already use.

Transparent status

Every ticket carries a visible priority and status, not a lump-sum monthly summary.

Room to grow

Enhancements that outgrow a ticket can move to a dedicated project engagement without losing context.

Proven delivery

50+ ERP and software projects delivered, with zero failed projects since 2021.

FAQ

Application Support, answered

What counts as an application support ticket?

Bug fixes, user-reported issues, small enhancement requests and alerts raised by uptime monitoring all get logged and worked as tickets inside the same queue.

How fast will a ticket get a response?

Response time is tied to the priority tier assigned at triage. P1 issues get the fastest response, P2 a moderate response window, and P3 the longest, all under a defined SLA agreed up front.

Do you fix bugs and also monitor uptime?

Yes. Bug fixes, minor enhancements and uptime monitoring are handled within the same support engagement, so alerts and user-reported issues land in one queue.

Can support handle new feature requests?

Small enhancements fit inside application support. Larger builds are scoped separately and handed to a dedicated project engagement rather than worked as a ticket.

How do I raise a ticket?

Tickets are logged through whichever tool or channel your team already uses for issue tracking, then triaged and assigned a priority tier before work starts.

Is there a minimum commitment?

Application support is set up as an ongoing engagement with an agreed ticket volume and SLA, sized to the number and complexity of the applications being supported.

Get Application Support in Place

Stop letting bugs and small requests pile up. Book a free consultation and tell us which applications need coverage.

Book a Free Consultation →

No commitment. Get an SLA proposal before you decide.

Application Support Features

How Application Support Works

From a raised ticket to a closed one. Here is how tickets get triaged, fixed and monitored under a defined SLA.

Core Process

Intake, triage and resolution, in that order

Ticket Intake and Triage

Every ticket assigned a priority tier before work starts

Bugs, user issues and small requests are logged through your existing tool, then triaged into a P1, P2 or P3 tier that sets the response-time target.

Logged through your existing channel.
Triaged into a priority tier at intake.
Response time set by the tier, not decided ad hoc.

Support engineer triaging an incoming ticket

Fix, Test, Deploy

Nothing ships to production without a test pass

A support engineer picks up the ticket within its SLA window, makes the fix or enhancement, and tests it before it goes live.

Picked up within the SLA window.
Tested before release, not after.
Closed with a note on what changed.

Uptime Monitoring and Reporting

Issues caught before users report them

Automated checks run against the application, and alerts land in the same ticket queue, alongside a regular status report on what is open, in progress and resolved.

Checks run against the live application.
Alerts logged as tickets, not lost in chat.
Regular status report on the queue.

Dashboard used to monitor application uptime

What You Get

Everything included in the engagement

🐞

Bug fixes

Defects logged, fixed and verified before closing.

📋

Ticket triage and tracking

Every ticket logged, prioritized and visible.

✨

Minor enhancements

Small requests handled inside the same queue.

📡

Uptime monitoring

Checks run against your application continuously.

⌛

Defined response SLA

A response-time target per priority tier.

📊

Status reporting

A regular update on open and resolved tickets.