Technologies are developing rapidly, and along with it, the capabilities of modern software are expanding - it is becoming safer, more efficient, more reliable and more convenient for end users. In order to get all the benefits offered by current technologies, companies need to constantly develop their IT infrastructure: audit it, expand functionality, improve user experience and eliminate bugs. And in these matters, you cannot do without a qualified technical support team.

Own support team or outsourcing - what to choose?

If you need comprehensive support for a website, mobile app or any other digital product, there are two options: hire an in-house development team or outsource the task. Let's look at the pros and cons of each of them.

Own team

Our own team develops exclusively your project. She is fully involved in the company's processes and knows exactly how everything should work at the level of algorithms, so this option is very good for companies with a developed IT infrastructure and a large budget.

To work in such a model, you will need to hire and ensure constant loading of a team of qualified specialists, equip a workspace, conduct team building and solve other HR issues. Also, every employee needs to be paid a salary every month, regardless of how much time he was actually employed. As a rule, all this requires a lot of time and resources, which is why many companies, including large ones, increasingly prefer outsourcing.

Outsourced technical support

IT support outsourcing is when you delegate the development of your digital products to an external team and pay for the result. First of all, it saves time and money, since the company does not need to onboard specialists, keep them on staff and organize work processes. Instead, you only pay for the hours actually spent by specialists.

Plus, outsourcing opens up access to new technologies and experience of qualified developers. This is due to the fact that IT companies, as a rule, work with a large number of projects in various niches and have extensive experience in implementing innovations in various areas.

Thus, the outsourcing of technical support is the most optimal and cost-effective solution that provides the business with a high-quality result, accurate and predictable costs, as well as a clear agreement on the costs and benefits of the work performed.

Why should you provide technical support for an IT project at AVADA MEDIA:

• We adapt to any client's requirements and build work in any mode to ensure continuous and round-the-clock product support.
• Specialists in our company are experienced engineers who have valuable knowledge and cross-niche expertise.
• In our work, we use algorithms and methodologies developed over the years to quickly process client requests and eliminate problems that arise in the operation of the software.

What can IT product technical support include

IT technical support includes a wide list of tasks and responsibilities related to ensuring the functioning and development of software in the company. Here are some works that can be included in it:

• Monitoring and auditing . We conduct an audit of software operating regulations and help optimize them in accordance with the company's requirements and needs.
• Management of hosting and servers . Setting up, maintaining and monitoring the servers that host the backend part of the software, as well as managing hosting services to ensure the stable operation of the product.
• Data backup . Regular creation of backups - backup copies of the project, to protect against data loss in case of hacker attacks and other threats.
• Ensuring security . Installing SSL certificates, monitoring security against DDoS attacks and viruses, as well as responding to potential threats will allow you to eliminate vulnerabilities and resolve product security issues.
• Expanding functionality . Support may include development, testing, and implementation of new functionality into the product. This will allow you to continuously increase the efficiency of the software, take into account the needs and wishes of end users, automate business processes and solve other important business tasks.
• Performance optimization . This may include code optimization, page caching, database query optimization, and other improvements aimed at improving project performance and speed.
• User support . While using the site, mobile application or other product of the company, users may encounter various errors and difficulties. By outsourcing the solution of these problems, you will reduce the burden on your staff and optimize internal processes.
• Professional consultants. At AVADA MEDIA, in addition to technical software support, we also advise clients and help them develop effective IT strategies that allow achieving specific business results.

The responsibilities of the project's technical support team may include other tasks — it all depends on the specifics of the software, business needs, and many other variables. Therefore, the list of works is always approved with each client individually.

Technical support of various digital solutions

The company can use various software in its work: websites, mobile applications, CRM, logistics systems and other products. The maintenance of each software has unique features, so we suggest talking about it in more detail.

Website technical support

Support and maintenance of sites contributes to the growth of attendance and increasing trust in the web resource on the part of visitors. To achieve this goal, the technical support team needs to:

• Uninterrupted availability of the site on the network and prompt response to the occurrence of problems at any time of the day.
• High speed of processing requests and loading pages.
• Reliable protection against cyber attacks and vulnerability monitoring.
• Stable operation of the resource even under conditions of high loads.
• Reliable operation of databases, including regular backups and optimization.
• Development of the interface and functional part of the site in accordance with current trends and audience needs.

Technical support of online stores and marketplaces

Due to the specifics of the e-commerce segment, technical support for marketplaces and online stores has its own characteristics. In addition to speed, security and functional development, the support team also needs to ensure:

• Comfortable work for each seller on the marketplace, taking into account his individual conditions of sale and delivery of goods
• Operation of an honest and transparent system of rating sellers and products.
• Integration with various external software: logistics systems, CRM, accounting programs, etc.
• Correct processing of orders.
• Setting up payment gateways to receive payment.
• Convenient management of the product catalog.

Technical support of mobile applications

The App Store and Play Market are constantly changing the requirements for hosted applications, so the support team needs to constantly update the company's products so that they meet the required characteristics and are available for download.

In addition, IT support performs a number of other important tasks:

• Ensures compatibility of programs with new versions of operating systems and devices.
• Ensures that the program interface is displayed correctly on different devices and operating systems.
• Optimizes the reduction of consumed resources.
• Introduces advanced capabilities to improve product performance in poor internet coverage and offline.
• Optimizes the application to improve the user experience.

Technical support of CRM systems

Any CRM system faces two key tasks - to automate processes within the company and to help it improve customer relations. But the business is changing, and the target audience has more and more new needs. Therefore, in order for CRM to cope with its functions, it needs qualified technical support. It usually includes:

• Study of processes in the company and the market situation.
• Development and use of tools that meet current business needs.
• Creation of API integrations with external services, for example, with a website, e-mail, logistics system, etc.
• Implementation of reliable and up-to-date security mechanisms to protect the customer base from unauthorized access.
• Creation of effective analytical tools that will allow the company to better understand its customers and their needs.

Technical support and development of startups

For a startup, releasing a release is just the first step to success. It is followed by the collection of feedback from the first users and many iterations, during which some features will remain and begin to develop, while others will be removed forever. In such conditions, technical support should be as fast as possible, flexible and adaptable to changes - this is the basis of success.

Server technical support

Servers ensure the viability of the entire business - they store customer databases, employee information, accounting, software and its configurations, as well as many other important data. Therefore, it is difficult to imagine what will happen if at some point the server fails. And to prevent this from happening, technical support takes a whole range of actions aimed at ensuring its stable and error-free operation:

• Performs regular updates of the operating system.
• Manages server settings and adapts them to actual business tasks.
• Performs regular data backups.
• Installs and configures databases.
• Implements modern security mechanisms.
• Provides continuous monitoring of the technical condition of the server and responds in a timely manner to any errors in operation.

What specialists are involved in technical support

Various specialists may be engaged for technical support of an IT project, depending on the type of software and the needs of the company. For example, the support team may include:

• Technical architect - projects the technical strategy of the project, as well as defines the architectural principles and patterns that will be used during its implementation.
• UI/UX designer - deals with improvements and refinement of user interfaces.
• Frontend developer - detects problems in the client side and eliminates them at the software level.
• Backend developer - works with the server part and business logic of the project.
• QA engineer – tests updates and ensures the quality of the final product.
• DevOps engineer - optimize the processes of development, testing, release and updating of software.

What affects the cost of technical support

The cost of software technical support is calculated individually and consists of several factors. Here are the main ones:

• Complexity of the product . The complexity of the software product determines the level of qualification of specialists who must be involved in its technical support. Accordingly, the more complex the software, the more expensive the technical support.
• Amount of work . The cost of the services of IT specialists is measured in the hours they spent on tasks. Therefore, the technical support budget directly depends on the volume of planned work.
• Business niche . Some industries, such as healthcare or finance, have a higher requirement for security and reliability, which can affect the cost of software support.
• Expertise level . If a high level of expertise is required to resolve the issue, such as complex technical issues or configuring integrations, this can increase the cost of support.

How IT support is provided at AVADA MEDIA

Software maintenance can seem complicated and time-consuming for a business. However, thanks to the coordinated work of the team and the use of effective methodologies, we at AVADA MEDIA provide the client with a quick and high-quality result.

Work on technical support of IT projects in our company is structured as follows:

• Let's get to know the client's software and business.
• We draw up and approve a technical support plan.
• We are forming a support team consisting of experienced specialists who have the necessary qualifications.
• We launch the project and provide the client with regular reports on the work performed.
• We receive feedback and optimize the work of the team.

Our main goal is to ensure the stable operation and development of the IT infrastructure of each client. To do this, we carefully study the individual needs of the company, and then design, develop and implement functional digital solutions.

If you decide to scale or improve your product, please contact us. We will discuss your goals, preferences, timelines and budget, and then carry out a high-quality technical implementation of your new ideas.

Questions and answers

• Why do you need software support?

Software technical support allows you to eliminate software malfunctions, maintain product performance and security, manage compatibility with new versions of operating systems, expand functionality, and solve many other important tasks.

• When should product support start?

Usually, the technical support of the website, mobile application and any other software begins immediately after the release, and continues throughout the product's existence on the market.

• How much does technical support cost?

The cost of technical support of the software depends on the complexity of the project, the scope of work, the field of business and the required level of qualification of specialists. Therefore, we always calculate the budget individually based on the request of each client.