What is software support and maintenance?

It’s the service that ensures software runs smoothly after implementation, including bug fixes, updates, and ongoing improvements.

What's the difference between support and maintenance?

Support addresses user incidents or immediate needs. Maintenance, on the other hand, involves preventive and evolutionary actions to improve, update, or adapt the software to new requirements.

Software support and maintenance: keys to product success

1. Bug Fixes

One of the main activities within support and maintenance is bug fixes. This process focuses on solving problems that may arise due to updates or bugs detected by users.

Sometimes, it requires the implementation of code improvements, the inclusion of new test cases, or access to the database to resolve reported incidents. To accomplish this task, it is ideal to have a part-time professional available, who is usually familiar with the project and/or has participated in its development. This person ensures that these issues are resolved effectively.

2. Implementation of new features

Another common situation at this phase is the need to add new functionality to the software. When a customer wants to expand the capabilities of the application, the development team needs to be reorganized and expanded.

This is because the support professional can't handle these tasks alone. At the same time, it is important to note that suggestions for these improvements or new features often come after the product is in production, as they are based on feedback from end users.

3. Management of Requests and Sprints

Customers are always encouraged to collect several requests and suggestions before returning to production, and once there, a new sprint is started. This is a period of about 15 days where a technical lead and QA evaluate the requests.

However, it is understood that some enhancements or new features require immediate attention. Therefore, sometimes teams or companies offer flexibility to find professionals who can resolve requests quickly and assign precise delivery dates.

4. Staging

Staging is a practice that allows you to incorporate improvements and new features before releasing a second version of the software. However, it is advisable not to make too many changes directly in production. This reduces the risk of operational errors and ensures a smooth transition.

At Crombie, we understand that support and maintenance are fundamental to the software lifecycle. That's why we are committed to providing a high-quality service that ensures the optimal and continuous operation of applications. In this way, we support the growth and satisfaction of our customers.