Our Service Promise in Numbers
Application support and maintenance services exist for one reason: so your apps stay fast, reliable, and ready for whatever your business demands next.
Application user satisfaction rate
Response time on 90% of incoming calls
Hot-fix deployment turnaround
- Lower IT overhead through proactive issue resolution and smart cloud optimization.
- Agile software updates delivered every 2–4 weeks.
- 40% faster update rollouts through battle-tested DevOps workflows.
- KPI-based reporting so you always know exactly what’s happening.
The Scope of Our Services
From user-facing helpdesk support to deep code-level fixes and ongoing app evolution, we cover every layer of application support and maintenance — part of our wider application services and dedicated application support practice.
Application Support Services
L0 L0 Application Support
Preparing clear, useful guidance materials for your users — product overviews, step-by-step manuals, organized FAQs, and a searchable knowledge base your users can actually navigate.
Pricing: Fixed price — set monthly fee for ongoing L0 services.
L1 L1 Application Support
Receiving and logging requests across every channel, smart prioritization, streamlined ITSM workflows, and basic user issues resolved in under 10 minutes with SLA-aligned status updates.
Pricing: Price per ticket — you pay at month-end based on L1 tickets resolved.
L2 L2 Application Support
Full administration of your application environment, deep log analysis to find the true root cause, and serious incidents resolved in under 8 hours with transparent stakeholder-ready reporting.
Pricing: Price per ticket — L2 ticket cost agreed upfront; you pay monthly.
L3 L3 Application Support
Complex issues resolved with direct code and database fixes, comprehensive hot-fixes deployed in under 24 hours, and dedicated senior engineers who know your system inside out.
Pricing: Monthly subscription — continuous L3 support at a reduced hourly rate.
Application Maintenance Services
Application Evolution
Updating functional modules, building new features, introducing AI and automation, re-architecting legacy systems, scaling toward large-scale software workloads, and adding third-party integrations — with clear ROI projections before work begins.
Pricing: T&M with a cap — monthly invoice reflects actual hours and effort.
Security Management
24/7 security monitoring, scheduled vulnerability scans, full security testing services including penetration testing, simulated DoS/DDoS stress testing, and plain-language vulnerability reports after every audit.
Pricing: Monthly subscription — ongoing coverage at a reduced rate.
Performance Management
24/7 performance monitoring, regular load and scalability testing cycles, and continuous UX and performance optimization so your app keeps getting better — before users ever notice a problem.
Pricing: T&M with a cap — invoiced monthly based on hours and effort.
Additional Services for Maintenance Facilitation
CI/CD & DevOps
Infrastructure as Code setup, building and maintaining CI/CD pipelines that actually run smoothly, and full test and deployment automation to eliminate manual bottlenecks.
Cloud Migration
Migration strategy built around your specific app’s needs, end-to-end application migration services, careful cloud infrastructure configuration from day one, and full knowledge transfer so your team stays confident after the move.
Cloud Resources
Full audit of your cloud environment, resource consumption optimization that visibly reduces your cloud bill, and on-demand cloud resource management as your needs shift.
IT Infrastructure
Continuous analysis across your entire IT infrastructure, management of servers, networks, cloud, and on-premises environments, with 24/7 monitoring designed to keep downtime off the table.
How We Set Up Cooperation
From first contact to live support, our onboarding process is structured, fast, and transparent — so you’re never in the dark about what comes next.
1 Analysis of Your Request
We review your application, your pain points, and what success actually looks like for your team.
< 2 days
2 SLA Planning
We design your custom service package and agree on every KPI before anything begins.
~5 days
3 Responsibility Transfer
Smooth, structured handover — your team stays in control throughout.
~4 days
4 Launch & Reporting
We go live and start delivering — with KPI-based reporting built in from day one.
1 day
5 Scaling Up or Down
Your business changes. Your support coverage can change just as fast.
2–4 days
KPIs for Result-Oriented Cooperation
Every engagement runs on clearly defined KPIs from day one — not vague promises. We work with you to identify what matters most, then build a reporting rhythm around it.
- First response time and resolution time by support tier.
- Ticket volume and recurring issue trends.
- Uptime and availability metrics.
- Security audit outcomes and compliance status.
- User satisfaction scores.
- Sprint velocity and feature delivery timelines.
- Cloud cost optimization progress.
Selected Projects by InnerLuxes
Pricing Options
Every support and maintenance engagement is different. We offer flexible pricing models so you pay for exactly what you need — nothing more. For a broader look at software maintenance and support and how budgets are shaped, see our breakdown of typical software maintenance costs.
Best for: L1 and L2 support.
Ticket cost is agreed upfront. You’re charged based on the volume of issues we resolve each month — nothing more.
Best for: L3 support (defect fixes, minor functional changes).
Pay a set amount each month at a reduced hourly rate for continuous, always-on application support.
Best for: Application evolution — new features, substantial changes.
You receive a month-end invoice based on hours and effort reported. No surprises.
Most long-term clients choose a Mixed Model — combining a fixed monthly fee for ongoing support with T&M for application evolution. It’s the most flexible and cost-efficient option for mature engagements.
Why Choose INNERLUXES as Your Support Partner
The wrong support partner costs you more than their invoice. Slow response times, generic fixes, and zero ownership of outcomes quietly drain your team, your users, and your growth. We run on a proven application support model backed by an quality management system.
SLA-backed response times
Under 40 seconds on 90% of calls. L2 issues resolved in under 8 hours. L3 hot-fixes in under 24 hours. Every SLA is agreed before we go live — and we hold ourselves to it.
Proactive security coverage
24/7 monitoring, scheduled vulnerability scans, and penetration testing — built in, not bolted on. We find threats before your users do.
KPI-driven reporting
You always know what we’re doing, how it’s performing, and where we’re heading next. No vague status updates — just clear numbers and honest progress.
Full coverage — any app type
Web, cloud, SaaS, mobile app maintenance and support, desktop, AR/VR, and database apps. Whatever your stack, we have the expertise to support and maintain it.
Agile updates every 2–3 weeks
Mature CI/CD and DevOps practices mean your app keeps improving on a consistent rhythm — with real features, not just bug fixes.
Partners, not order-takers
132 IT professionals who treat your product like their own. Transparent, proactive, and genuinely invested in your outcomes — not just your ticket count.
Technologies We Work With
We support applications built on virtually any stack — from enterprise platforms to modern cloud-native environments.
Logging, Monitoring & Alerting
Elasticsearch
Grafana
Datadog
Prometheus
Zabbix
NagiosTicketing Systems
ServiceNow
JiraDevOps
Docker
Kubernetes
OpenShift
Mesos
Ansible
Puppet
Chef
Terraform
AWS Dev Tools
Azure DevOps
Jenkins
TeamCityBack-end programming languages
.NET
Java
Python
Node.js
PHP
GoFront-end programming languages
HTML5
CSS3
JavaScript
Angular
React
Vue.js
Next.jsMobile
iOS
Android
React Native
Flutter
PWACloud Platforms
Amazon AWS
Microsoft Azure
Google CloudApp Support & Maintenance – Q&A
Application maintenance keeps your app healthy, stable, and evolving — bug fixes, security monitoring, scaling, and feature upgrades. Application support is about your users — helping them get the most out of your app and resolving their issues fast. Both matter, and the best teams run both in parallel.
Our response time covers 90% of incoming calls in under 40 seconds. Critical L2 issues are resolved within 8 hours, and L3 hot-fixes are deployed within 24 hours. Every SLA is agreed upfront before we go live.
We offer four models: per-ticket pricing for L1 and L2 support, a fixed monthly fee for ongoing L3 coverage, Time and Material with a cap for application evolution, and a mixed model for long-term engagements that combine multiple service types. Most long-term clients choose the mixed model.