Bespoke Software Support Services

" The project had all the ingredients for a grand cock up so MSM performed miracles. "

Client's IT Manager

Bespoke Software Support and Application Maintenance

Software support and application maintenance accounts for around 40% of our turnover. In fact, 20% of our turnover is for support of systems that we didn't write. We are uniquely specialised and highly experienced at learning and maintaining such systems, whether written in house or by third party suppliers.  The support team specialise in and provide the following business services:


Guaranteed Service Level Agreements

We can offer guaranteed service level agreements (SLAs) for even the most business critical systems.  We tailor SLAs to deliver customised response and fix times up to 24×7 with ½ hour response time and guaranteed fix times.  In fact our average response time is 18 minutes across all client contracts, even those with 8+ hour response time SLAs.  We achieve all this using our ISO 9001 certified process for support, Support Solved.

Professional Support

We provide all our services by applying engineering discipline and professionalism and support is no exception.  Our process for moving a system into our support team is fundamentally the same whether it was written by our developers or by a third party.  We can learn a system to reliably support it with or without the help and advice of the original developers, no matter what state the system is in and with or without any original documentation. 

We provide support of business critical systems to many of our high profile clients such as the National Trust, Eden Project, Teletext and Mitsui Sumitomo Insurance.

We can work remotely from our offices or put dedicated staff onsite in clients' offices.

 In summary MSM offer:

  • A lower risk take on
  • Proven quality support & SLA
  • A fully managed service
  • Using specialists for each element
  • Trustworthiness
  • To be your strategic partner for the long term.  After all, support is what we do!

Support Solved.

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Contact Us

London
Bristol
Exeter
Dublin
+44 (0) 20 7127 4558
+44 (0) 117 327 0074
+44 (0) 1392 453333
+353 (0) 1 488 0353

Benefits of MSM Application Support

Reduce the cost of ownership of legacy systems. Reduce the risk of support by outsourcing to experts with guaranteed quality of service and SLAs. Reduce the risk of relying on key personnel or small suppliers. Motivate your team by deploying them on new initiatives rather than "boring" support. Improve return on investment (ROI) by deploying your team on change projects that add value. Concentrate on strategic change rather than day to day support.

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