Application support services that give you a real team to call when something breaks.

Application support is the ongoing service of helping people use a piece of software and responding when it breaks or misbehaves. It covers taking and triaging issues from your team or your customers, answering questions, diagnosing and fixing bugs and errors in a live application, responding to incidents like outages or slow-downs, and handling small urgent changes — usually against agreed response times so the important problems are dealt with quickly. In short, it is the reactive, "someone to call when something is wrong" side of keeping software running.

It is often organised in three levels: Level 1 (first response and triage), Level 2 (technical investigation) and Level 3 (senior engineering and root-cause fixes). Avaib has supported software across more than 600 projects since 2004, and an application support plan puts a senior-led team behind your software so issues are picked up fast and fixed at the source, not left in a queue.

They work together but are not the same thing. Application support is reactive: a team that responds when something breaks, a user is stuck, or an incident hits, within agreed response times. Software maintenance is proactive: the planned upkeep — security patches, dependency updates, bug fixes and small improvements — that keeps the code healthy so there is less to react to in the first place.

Put simply, maintenance reduces how often things go wrong, and support responds quickly when they do. Most businesses want both, which is why they are often combined, or wrapped together with monitoring and changes into a managed application plan.

They describe how deep a support issue goes. Level 1 is the front line: taking the report, answering common questions and getting urgent issues moving to the right place. Level 2 is technical investigation: engineers who reproduce the fault, read the logs and check the application to resolve problems the first line cannot. Level 3 is senior engineering: developers who can read and change the code itself, fix the underlying cause, and stop the same class of problem coming back.

Many providers are strong at Level 1 but thin at Level 3, which is where the hard, expensive problems actually get solved. Avaib is a software engineering company, so our strength is exactly at Level 2 and Level 3 — and we can back up your own Level 1 team or provide all three.

It depends on how serious the issue is, which is why we agree response times by severity up front rather than promising one blanket number. A critical, production-down problem gets an immediate, all-hands response; a major-but-running issue is prioritised ahead of routine work; and everyday questions and small requests are handled in turn on an agreed timeframe so nothing is forgotten.

We only commit to response times we can genuinely staff, so the times we agree are ones we actually keep, not headline figures that quietly slip once you have signed.

Yes — it is one of the most common reasons businesses come to us. Often the developer or agency that built the software has moved on, sometimes with little documentation, and there is no one left to call when something goes wrong.

We start by learning how your system actually works and documenting it, so the team supporting it genuinely understands it. You do not need the original developer, and you get back a team you can reach when you need one.

Yes. For software where a problem out of hours is genuinely costly, we offer on-call cover so a critical issue at night or on a weekend still gets an immediate response instead of waiting for the next working day.

We agree the cover that fits your software and your risk, so you are paying for the level of availability you actually need rather than a blanket around-the-clock cost you do not.

It depends on the size and complexity of your software, how many issues it tends to generate, the response times you need, and whether you want out-of-hours cover. Support is usually priced as a predictable monthly retainer for an agreed scope and response times, or as blocks of senior hours you draw on as issues arise. Avaib's model is senior expertise at a cost-effective rate, typically around USD 25 per hour, which is why businesses in Australia, the US, Canada and the Middle East work with us instead of paying big-firm support prices.

After a short conversation about your software and how you need it supported, we will send you a free, no-obligation written estimate with a clear scope and a ballpark figure, so you know exactly what is included and what it costs.

No. You own the code, the infrastructure and the documentation throughout, and we document your system as we support it. You stay with us because the support is good and the team knows your software, not because leaving would strand you.

If you ever want to bring support in-house or move it elsewhere, everything you need to do that is already yours.