TekisHub
العربية
Contact us

Build

Application Support

We take responsibility for running and improving your existing applications, including legacy systems, so your team can focus on what is next.

Start a project See examples
An engineer at a computer monitor
Coverage
Business hours to 24x7
Transition
4–8 weeks, with shadowing
Process
ITIL-based, in your service desk
Reporting
Monthly service reviews

Overview

Run, Maintain and Improve the Systems You Have.

Many critical systems are old, lightly documented and supported by a few people. We take over that support, document what we learn and make the systems easier to run.

Support covers incidents, problems, changes and small enhancements, under service levels agreed with you.

You Might Need This If…

  • Your developers spend more time fixing issues than building.
  • Support depends on one or two people who cannot take leave.
  • The original vendor has moved on and nobody owns the system.
  • Incidents repeat because root causes are never fixed.
  • You need cover outside office hours without hiring a night shift.

What we deliver

Application Support Services

Take one piece or the whole scope, delivered by one team.

  • Incident and Problem Management

    Fixing issues quickly and removing the causes of repeat problems.

  • Service Management

    Requests, changes and releases handled through a clear process.

  • Enhancements

    Small improvements and technical upgrades delivered regularly.

  • Database Management

    Monitoring, tuning, backups and maintenance.

  • Legacy Modernisation

    Gradually moving old systems onto supported technology.

  • Technology Migration

    Platform and version migrations planned and delivered with minimal downtime.

What good looks like

The Outcomes We Work Towards

We agree how success will be measured before work starts, and report against it.

  • Stable systemsFewer repeat incidents as problems are traced and fixed for good.
  • Free up your teamYour developers return to new work while we handle run.
  • Service you can measureAgreed response times and a monthly report against them.

How we work

Four Phases, with Clear Deliverables

Each phase ends with something you can review and sign off, so you can stop, change course or continue with confidence.

  1. 14–8 weeks

    Transition

    Learn the systems from your team and document them.

    You get

    • Knowledge transfer and shadowing
    • Runbooks
    • Access and tooling
  2. 21–3 months

    Stabilise

    Resolve backlogs and fix the most frequent issues.

    You get

    • Backlog clean-up
    • Top recurring issues fixed
    • Monitoring gaps closed
  3. 3Ongoing

    Run

    Day-to-day support under agreed service levels.

    You get

    • Incident and request handling
    • Small enhancements
    • Monthly service report
  4. 4Quarterly

    Improve

    Regular reviews and a plan to reduce effort over time.

    You get

    • Improvement plan
    • Upgrade and patch roadmap
    • Cost review

Technology

Tools and Platforms We Work With

We choose tools to fit your stack and your team, and we document what we build so you’re never locked in.

  • ServiceNow
  • Jira Service Management
  • Oracle
  • SQL Server
  • Java
  • .NET
  • Mainframe

You see progress the whole way through, in the same kind of view shown here.

Examples

What This Work Looks Like

Two typical engagements: the problem, what we did, the team and the result.

Example scenario · Manufacturing group

Taking Over Support from a Departing Vendor

The situation

A custom planning system lost its support vendor with three months’ notice.

What we did

  • Shadowed the outgoing team and documented the system
  • Set up monitoring and runbooks
  • Took over first, second and third-line support
Team
Service manager, 3 support engineers, developer
Timeline
6-week transition, then ongoing
Result
Support continued without disruption to planners.

Example scenario · Travel company

24x7 Cover for Customer-Facing Applications

The situation

Overnight incidents waited until the morning because there was no out-of-hours team.

What we did

  • Set up follow-the-sun support from India and North America
  • Integrated with the client’s service desk and on-call tools
  • Reviewed the top repeat incidents each month
Team
Service manager, 6 support engineers across shifts
Timeline
Ongoing
Result
Incidents are picked up within minutes, day or night.

These examples show the kind of work we do. They are illustrative and do not describe a named client.

Sharjah at sunset
United Arab Emirates edition

Support Across Gulf Time

  • Coverage on Gulf Standard Time, Monday to Friday, with 24x7 options.
  • Arabic-speaking support staff recruited on request.
  • Escalation through our Dubai office.
  • A Dubai-based delivery lead on every project, with engineering in India, just 90 minutes behind Gulf time.

Team and pricing

Who You Work with, and How It’s Priced

Every engagement has a named delivery lead. Need individuals rather than a team? We place application support analysts, production support engineers, database administrators and more on contract, contract-to-hire or direct hire terms.

A Typical Team

Sized to the work; this is a common starting point.

  • Service manager1
  • Support engineers2–8
  • DeveloperFor enhancements
  • Database administratorAs needed

Project

A fixed scope and timeline, led by our delivery lead. Often fixed price for discovery and first release.

Dedicated Team

A stable team working on your backlog and tools, billed monthly. Scale up or down with notice.

Managed Service

We run and improve what has been built, against agreed service levels, for a monthly fee.

Hire application support analysts instead

FAQs

Questions We Often Hear

Can you support applications you did not build?

Yes. Most of our support work is for systems built by others. We start with a structured transition.

Do you use our service desk?

Yes. We work in your ServiceNow, Jira or other tool, so tickets stay in one place.

What service levels do you offer?

We agree response and resolution targets per priority, from business hours to 24x7, and report against them monthly.

Are enhancements included?

A monthly allowance of enhancement hours is common; larger changes are estimated separately.

How is support priced?

Usually a fixed monthly fee based on coverage hours and system complexity, reviewed each quarter.

Industries

Industries We Deliver For

More from Build

Related Services

All Build services

Next step

Talk to Us About Application Support

Tell us what you need and when. We’ll come back with an approach, a team and a plan.

  1. We reply within one working day.
  2. A short call with someone who knows the subject, not a salesperson reading a script.
  3. A written proposal or shortlist, usually within a week.

Prefer email? Write to info@tekishub.com.

Data Privacy