Software Support & Maintenance Services

The model Palo Colorado and Waverley agreed on involved ad hoc Level 2 technical support. We defined the initial maximum monthly load as 40hrs/mo. This has proved to be a mutually beneficial solution because Palo Colorado had a fixed support budget and wanted to be confident that there was a reliable partner who would take care of any production issue, be it an urgent ticket or not.

Since the customer was seeking a moderate, informal solution, we agreed to use Skype as our main communication channel. For organizing convenient and effective task management, we used Pivotal task tracking.

The majority of issues registered by the customer were minor fixes and improvements. Nonetheless, Waverley’s average response time was, on average, 20 minutes, and the average resolution time was a mere 3 hours. Waverley’s support specialists took on responsibility for prioritizing tasks, freeing up our client’s team for other tasks.

The core stack of technologies we worked with on this project included ASP.NET Forms, ASP.NET Web API, MSSQL Server, and Advantage Server. Thanks to the detailed stack and workflow requirements that Palo Colorado provided before the project began, Waverley was able to select talent with the required availability and skillset to be in charge of:

• DB relations research and fixes

• Fixing title cases in attribute values

• UI errors on apps in production

• Legacy code bugs research and fixing

• Moderate enhancements

After collaborating with Waverley for 2 years, Palo Colorado achieved their goal of improving system performance with stable technical support. Once the number of arising issues went down, the client was able to reduce their budget for support services by 50%. The mutually beneficial partnership that we established with Palo Colorado is an excellent example of how Waverley can take over critical functions that are a pain for you but easy for our experts, thus freeing up that energy so you can focus on core project objectives.