EXPERTISE

Up to 24/7 IT support and software maintenance



Our dedicated team is here to deliver cost-effective and rapid solutions, enhancing the performance and reliability of your custom software or entire IT infrastructure. Experience the difference with our tailored services that seamlessly answer your business demands. 

Holistic system support and maintenance services

We specialize in providing technical support that extends beyond mere maintenance into strategic planning and custom development.

Post-implementation support and maintenance

  • Without trial period
  • Further custom development
  • Performance optimization
  • Continuous system enhancement
  • Proactive monitoring
  • Integral strategic planning

See how we build custom applications

Taking support over from other teams

  • Smooth handover
  • Uninterrupted operations
  • Optimizing processes
  • Identifying opportunities for technological advancement
  • Addressing gaps in functionality
  • Documentation integrity assurance

Learn more about our Project Takeover services

Infrastructure support and maintenance

Our services cover also the monitoring and management needs for your entire IT infrastructure. This includes maintenance, support, help desk, security, development, and optimization of both hardware and software operations, along with cloud computing.

IT infrastructure monitoring

We monitor hardware and server availability, network devices, system and database performance, ensur-ing the continuous operation of your online transaction services.

AI and automation solutions

Harnessing cutting-edge technologies, we enhance efficiency, streamline processes, and empower your business with intelligent automation tailored to your unique needs.

IT security and SOC as a Service

Safeguarding your digital assets with regular backups and updates, our Security Operations Center (SOC) provides comprehensive monitoring and response services to ensure ongoing cybersecurity.

Servers and storage

Tailored to your business needs, our solutions ensure robust data management with reliable and efficient server and storage options.

Licenses and software

Our services foster compliance and effective management of your software licenses, contributing to a streamlined and well-managed IT environment.

IT administration, audit, and consulting

Efficiently managing your IT operations, we offer valuable insights through audit and strategic consulting services.

Our comprehensive offer

Catering to diverse software and hardware needs, we deliver comprehensive IT support and maintenance services based on our own ITSM systems or by developing client-specific ITSM solutions to meet all your business and technological requirements.

24/7 first-line IT support

For immediate assistance globally, our first-line IT support operates around the clock. We can communicate in multiple languages for your users’ best experience.

Second and third-line support

Our second and third-line support specialists offer comprehensive assistance tailored to your needs. Our commitment is to ensure that your IT systems receive attention and support, extending beyond business hours, and even up to 24/7 for certain technologies.

Proactive maintenance

We offer proactive approach that goes beyond reactive fault resolution, encompassing preventative maintenance, regular system checks, and the managed application of patches and updates.

SLA – reaction and resolution times

We adhere to agreed-upon incident reaction and resolution times, offering both temporary workarounds and long-term solutions to minimize the impact on business and users caused by unexpected disruptions in the system.

Rely on automation

Example of our automation solution

Identification and categorization of ticket types

We initiate a meticulous process to categorize ticket types for automation, starting with report assignments.

Integration with ITSM and Azure Active Directory

We implement extended automation to synchronize processes between the client’s ITSM system and Azure Active Directory, improving co-ordination and workflow efficiency.

On-call scheduler module

We implement an automated “on-call scheduler” for after-hours phone escalation, identifying on-duty personnel, and reducing response times.

Values of automation

We heavily rely on automation to enhance efficiency, reduce response times, and ensure consistent service quality.

Streamlined on-boarding process

Automation simplifies on-boarding for new team members, reducing training time and complexity.

Improved response times

Reduced processing time for standard service requests from the service catalog, enhancing over-all response times.

Accelerated development of top-tier agents

Automation expedites the progression of 1st line agents into top specialists, ensuring a quicker and more efficient support team.

Consistent practices and standards

Automation ensures uniform adherence to high standards for all standard service requests, eliminating variations based on individual experience or communication skills.

Key features of our supporting services

In optimizing your software or IT infrastructure, our expert IT maintenance support services offer a series of advantages to ensure your systems deliver a continuous response and achieve peak performance.

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    FAQ

    Frequently asked questions

    What is the difference between software support services and software maintenance services?

    Software support services primarily focus on addressing user issues, providing assistance, and software troubleshooting. They involve helping users navigate and effectively use the software. 

    On the other hand, software maintenance services are centered around ensuring the ongoing functionality, performance, and security of the software. Maintenance includes updates, bug fixes, and improvements to enhance the overall stability and reliability of the software system. 

    How to choose the best IT support maintenance company for your business?

    To select the best IT support maintenance company for your business, evaluate factors such as: 

    • Expertise and experience: Look for a company with experience in your industry and a proven track record in providing reliable IT support. 
    • Comprehensive service offerings: Ensure the company offers a comprehensive range of services, including proactive maintenance, timely support, and strategic IT advice. 
    • Scalability and growth-mindset: Choose a company that can scale its services to match your business growth and evolving IT needs. 
    • Response time and diverse lines of support: Assess the company’s responsiveness and ability to address issues promptly, minimizing downtime. 
    • Client reviews and reputation: Check client testimonials and reviews to gauge the satisfaction levels of other businesses that have used their services. 
    • Customization possibilities: Opt for a company that tailors its services to align with the unique requirements and challenges of your business.

    What is included in software maintenance and support services?

    Software maintenance and support services provide a comprehensive suite of offerings to ensure the optimal functioning and longevity of a software system. This includes regular updates and upgrades for the latest features and security patches, bug identification and resolution, implementation of security measures, and user support for issue resolution. The services also focus on performance optimization, robust backup and recovery solutions, and strategic guidance to align the software with business objectives. These efforts collectively aim to provide reliable, secure, and well-supported software solutions for businesses. 

    How can I ensure that my software is up-to-date with the latest security patches?

    Ensuring your software’s security with the latest patches is essential. Stay vigilant for updates from your software provider, enabling automatic updates when possible. Monitor notifications and maintain communication with the vendor for critical updates. Additionally, employ security tools that automatically scan for vulnerabilities and apply patches. These practices help proactively enhance software security and protect against potential threats. 

    How often do I need software maintenance for my systems?

    The frequency of software maintenance depends on various factors, including the complexity of your systems, the criticality of the software to your operations, and the pace of technological changes. Generally, regular maintenance cycles, such as quarterly or bi-annual reviews, are advisable. However, critical security updates or emerging issues may necessitate more immediate attention. It’s essential to assess your specific business needs, industry regulations, and the evolving nature of your software to determine an appropriate maintenance schedule. Regular evaluations and proactive measures will contribute to the sustained health, growth, and success of your business. 

    What industries do we serve with our IT maintenance support services?

    At Multishoring, our IT maintenance support services cater to a diverse range of industries, including fintech, education, healthcare, manufacturing, technology, telecommunication, logistics, and retail. We understand the unique information technology requirements and challenges within each sector. Our tailored solutions are designed to address industry-specific needs, ensuring that businesses across various domains receive comprehensive and effective IT maintenance support.