Managed Services · Application Support & Maintenance
Managed Application Support & Maintenance
Managed application support and maintenance keeps your business applications running, secure and up to date after launch. Aaga monitors your systems, responds to incidents, applies patches and upgrades, controls cloud costs and fixes bugs under agreed SLAs, with the same senior engineers who understand the code.
- Monitoring and alerting across apps, APIs, databases and cloud infrastructure
- Incident response with runbooks, clear priorities and post-incident reviews
- Regular patching and framework, runtime and dependency upgrades
- Cloud cost reviews and fixes, plus a monthly report you can read in five minutes
- Response targets agreed per priority level
- SLAs
- On-call coverage available for critical systems
- 24/7
- Reply to your inquiry within one business day
- 1 day
What Does Managed Application Support Include?
Everything needed to keep a production application healthy, from the alert at 2 a.m. to the framework upgrade nobody wants to do.
Application Maintenance & Support
L2 and L3 support: bug fixes, data fixes, small enhancements and configuration changes, tracked in your ticketing tool or ours.
Monitoring & Observability
Uptime checks, metrics, logs and traces with tools such as Prometheus, Grafana, Datadog, Sentry and OpenTelemetry, with alerts that mean something.
Incident Response
Prioritized response with on-call rotations through PagerDuty or Opsgenie, runbooks, status updates and blameless post-incident reviews.
Patching & Upgrades
OS and security patches, runtime and framework upgrades, dependency updates and Kubernetes or database version upgrades, tested before release.
Cloud Cost Optimization
Rightsizing, autoscaling, savings plans or committed-use discounts, storage lifecycle rules and cleanup of idle resources on AWS, Azure and Google Cloud.
AI Ops & Continuous Improvement
AI-assisted alert grouping, log analysis and incident summaries, plus a regular review that removes the causes of recurring tickets.
How We Take Over Support
Assessment
We review the code, infrastructure, monitoring, open tickets and known risks, and agree the support tier and SLAs.
Knowledge Transfer
We work with your team or previous vendor to document architecture, access, deployments and runbooks.
Stabilize
We fix monitoring gaps, close urgent vulnerabilities and set up backups and alerting we can rely on.
Run
We handle tickets, incidents, patching and upgrades under the agreed SLAs, with monthly reporting.
Improve
We reduce recurring issues, cloud spend and manual work every month, and propose enhancements.
Engineering-Led Support vs Ticket-Led Support
Large firms are the right fit for global, round-the-clock support across hundreds of applications and many countries. For a handful of business-critical applications, an engineering-led team is often more effective.
| Aaga | Typical large IT services model | |
|---|---|---|
| Typical scope | A handful of business-critical applications | Large application portfolios and global service desks |
| Who handles issues | Senior engineers who can read and change the code | Tiered service desk teams with escalation levels |
| Goal beyond SLAs | Fewer tickets over time through root-cause fixes | Meeting volume and response metrics at scale |
| AI in operations | Used daily for alert triage, logs and summaries | Often delivered as a separate AIOps platform |
| Best for | SMB, mid-market and product companies | Global enterprises outsourcing IT operations |
Comparison describes typical delivery models, not any specific company.
Which Support Tier Do You Need?
Support is offered in tiers, so you pay for the coverage your application actually needs. Exact response targets and hours are agreed in your SLA.
- Essential. Business-hours support, uptime and error monitoring, monthly patching and a monthly report. Suits internal tools and lower-risk applications.
- Business. Extended hours, faster response targets for high-priority issues, quarterly upgrades, cloud cost reviews and a monthly pool of hours for small enhancements. Suits customer-facing applications.
- Critical. 24/7 on-call for critical incidents, the fastest response targets, proactive capacity planning and regular resilience testing. Suits revenue-critical platforms where downtime costs money every minute.
Every tier includes a named senior engineer, access to the code and infrastructure, and a clear escalation path.
What Is Managed Application Support and Maintenance?
Managed application support and maintenance is an ongoing service that keeps business applications working after they go live. It covers monitoring, incident response, bug fixes, security patches, version upgrades, small enhancements and cost control, all under a service level agreement. In large IT services firms this is often called application maintenance and support, or AMS.
Aaga provides it with an engineering-led model. The people who respond to your incidents are senior engineers who can read the code, change the infrastructure and fix the root cause, not only log a ticket.
Why Applications Need Ongoing Care
Software doesn't stay finished. Even if no one adds a feature, the world around it changes:
- Security vulnerabilities are found in frameworks and libraries all the time
- Runtimes and frameworks reach end of support and stop getting patches
- Cloud bills grow as data, traffic and forgotten resources pile up
- Integrations break when a third-party API changes
- Small bugs add up and slowly erode user trust
Without planned maintenance, these become emergencies. With it, they become routine work on a calendar.
What Aaga Does Every Month
Monitor and respond
We set up monitoring for uptime, errors, latency, resource usage and business signals such as failed payments or stuck orders. Alerts are tuned so each one is actionable. When something breaks, we follow a runbook, keep you updated, fix or work around it, and write a short post-incident review with the root cause and the change that prevents a repeat.
Patch and upgrade
We keep the operating system, runtime, framework, database and dependencies current on a regular schedule. Upgrades are tested against your regression suite before release. If the suite is thin, our quality engineering team builds it out, so patching stays low-risk.
Fix and enhance
Bugs and small enhancement requests come through your ticketing tool, such as Jira, or ours. We estimate, prioritize with you and deliver through the existing CI/CD pipeline, set up and maintained with our DevOps services.
Control cost
Every month we review cloud spend against usage and act on the findings: rightsizing, autoscaling, commitment discounts, storage tiers and removing idle resources. You get a short report showing what changed and why.
Keep it secure
Dependency and container scanning, secrets hygiene and access reviews run as part of support. For deeper work, our application and cloud security service covers hardening and compliance readiness support.
Continuous Improvement With AI Ops
Aaga is AI-native, so AI is part of daily operations. We use it to group related alerts, surface anomalies in logs and metrics, summarize incidents and draft reviews. More importantly, every month we look at the tickets and incidents together and ask which ones should never happen again. The aim is fewer tickets over time, not just faster responses.
When Support Turns Into Modernization
Sometimes support reveals a deeper problem: a framework years out of support, a database that can't scale, or an architecture that makes every change risky. When that happens, we propose a plan for legacy application modernization, done step by step while support continues, so users don't feel the change.
What Your Monthly Report Covers
Support should be visible. Each month you get a short report with:
- Availability and performance against targets, with any incidents and their root causes
- Tickets opened, resolved and still open, by priority, and how SLAs were met
- Patches and upgrades applied, and what is scheduled next
- Security findings from scans and what was done about them
- Cloud cost trend, savings made and further recommendations
- Improvement proposals: the changes that would remove the most recurring work
Switching From Another Vendor
Moving support to a new provider is a common worry. We handle it in stages: read-only access and documentation first, then shadowing your current provider or team on live issues, then taking over primary responsibility once runbooks, access and monitoring are confirmed. Nothing is switched off until the new setup is proven.
Who This Is For
- Companies whose original developer or vendor has moved on, leaving an application no one fully understands
- Product companies that want their in-house team focused on new features, not upgrades and incidents
- Mid-market businesses running a few critical custom applications on AWS, Azure or Google Cloud
- Teams with rising cloud bills and no one with time to look at them
If you need a global service desk across hundreds of applications, a large IT services firm is likely the better fit. If you have a few applications that matter a lot, Aaga's engineering-led support keeps them healthy and gets them better every month.
Frequently Asked Questions
They are ongoing services that keep business applications running after launch: monitoring, incident response, bug fixes, patching, upgrades, small enhancements and cost control, delivered under a service level agreement. This is often called application maintenance and support, or AMS.
L1 handles user questions and basic triage, L2 diagnoses issues and applies known fixes or configuration changes, and L3 fixes problems in the code or architecture. Aaga focuses on L2 and L3, and can work with your own L1 help desk.
Yes. We start with an assessment and knowledge transfer, document what is missing, add monitoring and tests where needed, and then take over. We'll tell you upfront about any risks we find in the code or infrastructure.
SLAs are set per support tier and priority level. They cover response time, update frequency and target resolution or workaround time for each priority. We agree them with you after the assessment, based on how critical the application is.
We review usage and billing, then rightsize instances and databases, add autoscaling, buy savings plans or committed-use discounts where usage is steady, apply storage lifecycle rules and remove idle resources. Changes are tested so cost savings don't come at the expense of reliability.
We use AI to group related alerts, spot unusual patterns in logs and metrics, summarize incidents and draft post-incident reviews. Engineers make the decisions. The result is faster diagnosis and more time spent on fixing root causes.
Yes, 24/7 on-call coverage for critical incidents is available in the Critical tier. Lower tiers cover business or extended hours, which is enough for many internal and lower-risk applications.
Support usually runs on a monthly or annual agreement after an initial onboarding period. You can start with one application and add more once you're happy with the service.
Keep Your Applications Healthy, Secure and Up to Date
Tell us what you run and how it's supported today. We'll propose a support tier and an onboarding plan.
Get My Support Plan