Someone who knows the system is still answering, a year after go-live
Support from the team that can read the code, not a call centre reading from a script. Whether we built the application or inherited it.
Three lines, one team
Most providers hand you between the lines. Here they sit together, so a third-line fix does not start with explaining the problem again.
First line
Taking the request, logging it properly, and resolving what has a known answer.
What it covers
- Triage and logging
- Known-issue resolution
- Access requests and user guidance
Second line
Investigating what first line could not close — configuration, data and integration problems.
What it covers
- Root-cause investigation
- Configuration and data fixes
- Integration and interface faults
Third line
Engineering work on the application itself, by people who can change the code.
What it covers
- Code-level defect fixes
- Performance and stability work
- Escalation to vendors where the fault is theirs
What a support arrangement includes
The same four things, scaled to how critical the application is.
- Monitoring
- Availability, errors and performance watched continuously, so a problem is usually ours to raise rather than yours to report.
- Incident management
- A defined path from alert to resolution, with the cause recorded rather than the symptom patched.
- Maintenance
- Dependency updates, security patching and the housekeeping that stops small problems becoming outages.
- Enhancements
- Small changes handled inside the support arrangement, instead of queueing behind the next project.
Raising a request
Email reaches the support team directly today. A portal with ticketing and a status page is coming as part of Anyway Care, which is in early access.
- Support email
- hello@anyway.ae
- Support hours
- Monday to Friday, 9:00 to 18:00 GSTTo be confirmed
About response times
Response and resolution targets are agreed in each support agreement rather than published here, because they depend on what the application does and what it costs you when it stops. We will put them in writing before you sign anything.
Application support sits across two of our licensed activities: Computer Systems & Communication Equipment Software Design, and Information Technology Consultants.
Tell us what you are running.
What the application does, who supports it today, and what breaks most often. A 30-minute call, at no cost.