Maintenance & Support

Our application and system maintenance and support services are aimed to ensure Service Level (SLA) that applications and systems are highly available, reliable, and relevant to evolving business needs. Since 2005, AEON has been leveraged full-range of Service Delivery Model (Offshore, Nearshore, Onshore & Hybrid) and provided all-level (L1, L2 & L3) of IT maintenance and support services to its clients.

Level 1 Support (24/7) - Our L1 support engineers keep a close eye on initial notifications to be sure we can respond immediately. If issues application stability, System issues, concerning low network performance and others issues arise, the team will analyze the information, and determine the best way to resolve a problem.

  • Basic support and troubleshooting
  • Application and system availability and performance monitoring
  • Back-office activities: modifying accounts, password resets, communication with end users
  • If necessary, our L1 engineers escalate tickets to Level 2 or Level 3 support.

Level 2 Support (24/7) - Our L2 engineers will restore the application and system as quickly as possible, if /when required

  • Configure applications and servers
  • Deploy monitoring application and systems
  • Move IT infrastructure to the cloud
  • Provide DevOps services
  • If the system malfunction is caused by issues in the source code, the support request will be assigned to a Level 3 engineer

Level 3 (L3) Support - Our L3 engineers will provide expert troubleshooting of complex technical issues such as

  • Fixing bugs
  • Performing audit and code review
  • Updating legacy apps
  • Implementing new features