⁠🎉Celebrating 25 Years of Tech Excellence and Trust - Learn More

Software Maintenance and Support

A Continuous Cycle of Intelligent Diagnostics, Dynamic Updates, and Data-Powered Optimization

Proactively manage performance issues, security threats, and technology shifts with our product maintenance solutions built on predictive analytics, smart observability, and AI-first automation.

Our Service Benefits

SLA-Backed Resolution Timelines

You get clearly outlined Service Level Agreements (SLAs) that include precise response and resolution targets. When an incident or outage occurs, we provide clear escalation paths and turnaround expectations.

Our SLA defines measurable targets for root‐cause analysis and permanent remediation. Our team assesses the severity and commits to initial response timeframes that match your operational needs.

Automated Updates & Patch Management

We automate the entire update and patch management cycle. Regular updates to operating systems, frameworks, and third‐party components are scheduled for deployment with minimal disruption.

You can prioritize patches based on criticality and apply updates during low‐traffic windows. In addition, we integrate compatibility checks and regression tests so that each update contributes to system stability.

Multi-Timezone Support Availability

Our software support services are structured to provide continuous multi‐timezone coverage. Instead of localized support desks, we maintain regional teams in staggered shifts who efficiently coordinate handovers. There is always a qualified engineer available for incidents.

Problems don’t linger for hours simply because they occur outside standard business hours. Resources are available whenever you need them.

Custom Escalation Paths and Workflows

Design workflows that mirror your internal escalation procedures. Our system routes the ticket through predefined tiers - Level 1 for initial triage, Level 2 for deeper troubleshooting, Level 3 for code‐level intervention, and, when necessary, Level 4 for engaging third‐party vendors.

Each stage is accompanied by clear handoff criteria, communication guidelines, and decision points that align with your governance policies.

How Can We Help You?

Ongoing Technical Support

Consistent, multi-tier (L1 - L4) technical assistance to resolve user issues, system errors, and operational challenges through expert troubleshooting and fast, structured responses.

Release & Deployment Management

Optimize software updates through scheduled deployments and rollback planning. Achieve stable releases and faster rollouts without compromising system integrity or UX.

Monitoring & Issue Tracking

Let us implement real-time systems with proactive alerting and incident tracking to quickly identify issues, reduce downtime, and provide visibility into your system's health.

Infrastructure & DevOps Support

Support your environments with DevOps best practices, CI/CD pipelines, and Infrastructure Code for consistent deployment and a reliable foundation for software operations.

Compliance & Documentation

We help you maintain thorough technical documentation and compliance records to support audits, onboarding, and internal standards with regulatory and operational requirements.

Vendor & Third-Party Coordination

Make sure your external dependencies are stable, secure, and monitored. Our team manages integrations and communication with third-party vendors and APIs to resolve issues efficiently.

The Numbers Behind the Know-How

What 25+ years of relentless innovation looks like.

3000+

Global Clients Across Multiple Business Domains

Tier-1

Partner Status with Major Platforms

24/7

Support Coverage Across Time Zones

4.9*

CSAT Rating on Support Quality and Delivery Consistency

In Partnership with Leading Brands

All the Support You Need

To keep your software in its prime condition, through every change and challenge.

Enabled by the Best in Modern Tech

  • Monitoring & Alerting
  • DevOps & CI/CD
  • Security & Patch Management
  • Cloud & Infrastructure
  • Integration
  • Documentation
New Relic
Prometheus
Grafana
AppDynamics
Sentry

Match Your Product Needs with the Right Maintenance Strategy

Adaptive Software Maintenance

Adaptive Software Maintenance

Your software stays compatible with different environments – a new OS, browser version, or hardware shift. We implement code-level changes to maintain operability across platforms.

Perfective Software Maintenance

Perfective Software Maintenance

Corrective Software Maintenance

Corrective Software Maintenance

Preventive Software Maintenance

Preventive Software Maintenance

What Makes Us the Right Team for Sustained Tech Support?

As a leading software maintenance and support company, we provide expert support and a wide array of maintenance services for your enterprise products. A 97% client retention rate reflects the consistency of our work.

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From the initial discussions to ongoing support, the way they look after customers, how to work across organizations, a combination of all of these makes Radixweb an amazing partner.

Jack Coleman
Jack Coleman
Owner
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They’re maintaining the platform to the best of their capabilities despite the infrastructure that was set up previously. The team is very transparent, so I didn't have to face any issues.

Dipesh
Dipesh
Digital and eCommerce Director
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The time zone differences have never become an issue with Radixweb. When in need, they work more than six days in a week and even late to deliver the required solutions for the global clients.

Kim Ruiz
Kim Ruiz
Founder and Owner

The Benchmark of Recognition

Frequently Asked Questions

Is software support and maintenance really important for our business?

How do you ensure minimal downtime during maintenance?

Can your support model scale with our business?

How do you handle critical incidents or escalations?

What metrics do you track to measure support performance?

Can you work with our existing vendors and teams?

What’s your pricing model for support and maintenance services?

Let's Work Together

Your systems are mission-critical. Our job is to keep them secure, responsive, and reliable.