Technical support (SLA)

Technical support keeps digital products running after launch and lets the system develop in step with what the business needs. For most companies the launch is only the start of the product's life cycle, after which new tasks, integrations and functional requirements appear.

The form of support depends on the type of system, the number of users, how critical the service is and the company's internal processes. Some projects need periodic maintenance and consulting; others need guaranteed response times, regular monitoring and reserved team capacity.

Technical support can cover software updates, bug fixing, service health checks, server administration, security monitoring, backups and the development of new functionality. Where needed, it also covers dealing with external contractors, hosting providers and the suppliers of integrated services.

Working under an SLA fixes the rules of engagement between the team and the client: task priorities, how requests are handled and the expected level of service. Maintenance becomes predictable and technical development easier to plan.

With technical support in place, a company can focus on growing the business instead of spending internal resources on constantly overseeing technical matters and keeping digital services running.