Software Support & Maintenance Services
CLIENT
Palo Colorado
For the past two years
"For the past two years, Waverley has been providing software support and maintenance services, helping with the client’s internal legacy system."
Palo Colorado, an eCommerce partner with a complex legacy system built on ASP.NET, lacked dedicated technical support for production issues. Waverley established an ad hoc Level 2 support model with a fixed monthly budget and flexible capacity. Over two years, the partnership delivered 20-minute average response times and 3-hour resolution times, resulting in measurably improved system stability and eventual 50% reduction in support needs.
Palo Colorado
THE CLIENT
Palo Colorado operates in the eCommerce sector with a substantial, long-standing software system at the core of their business. The client had previously worked with Waverley on a different project since 2008, building trust in Waverley's technical depth and reliability. However, their production systems faced ongoing challenges: the underlying codebase was complex and legacy, database issues arose unpredictably, and UI errors could impact customer-facing operations. Without dedicated support in place, each incident consumed valuable engineering bandwidth that could have been directed toward new features and business growth.
Project Analysis
Before engaging Waverley for ongoing support, Palo Colorado had no dedicated Level 2 technical support resource. Production issues were addressed reactively, with their core team diverted to troubleshooting. The challenge was clear: the legacy system's complexity meant that database relation problems, UI rendering errors, and obscure bugs in aging code required specialized expertise to resolve quickly. The opportunity was equally clear: a reliable, scalable support partner could stabilize the platform and free Palo Colorado's team to focus on strategic initiatives.
What We Delivered
Waverley and Palo Colorado jointly designed an ad hoc Level 2 support model with several key characteristics:
Fixed monthly capacity: 40 hours per month, allowing Palo Colorado to maintain a predictable support budget.
Flexible engagement: Issues were prioritized by Waverley's support specialists, ensuring the most critical production problems were addressed first.
Informal communication: Given the client's preference for a moderately informal relationship, Skype was chosen as the primary communication channel, enabling rapid feedback loops and quick issue escalation.
Structured task tracking: Pivotal was selected to organize tickets and provide visibility into support progress.
Waverley selected specialists with deep expertise in the exact technology stack Palo Colorado used, ensuring no ramp-up time was lost. The support team focused on:
Database relationship research and fixes
Legacy code bug identification and resolution
Production UI error diagnosis and remediation
Data integrity improvements (title case standardization in attribute values)
Technology Stack
The core stack consisted of ASP.NET Forms, ASP.NET Web API, MSSQL Server, and Advantage Server. This established tech foundation required specialists comfortable with enterprise .NET development and legacy system patterns.
Results and Business Impact
After two years of partnership, the results were measurable and substantial:
Average Response Time: 20 minutes
Average Issue Resolution Time: 3 hours
System Stability Improvement: Measurable reduction in production incidents
Support Level Adjustment: 50% reduction in monthly support hours
Most critically, the partnership reduced the frequency of critical issues requiring Palo Colorado's immediate attention. After two years of stable support, the client felt confident enough to scale back the engagement to 20 hours per month, a decision rooted in genuine operational improvement rather than cost-cutting.
Conclusion
Palo Colorado's case demonstrates Waverley's ability to deliver sustained, predictable technical support at scale. By combining deep expertise in legacy .NET systems with a pragmatic, flexible engagement model, Waverley enabled a partner to move from reactive firefighting to proactive system stewardship. The partnership also exemplifies Waverley's Thought Leadership pillar: a proven methodology for bridging the gap between in-house teams and external support, with clear metrics and transparent service-level expectations.
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