We are keen to support you with any problems that occur whilst using the app. Contact us for the following Support:

First-Level Support 

First-level support services are basic troubleshooting tasks. Typically, first-level support determines the likely cause of an incident and works to resolve it. 

Second-Level Support 

Second-level support requires more expertise than first-level support. Second-level support entails the resolution of incidents by an expert in the software or its underlying structure. 

Third-Level Support 

Third-level support is the resolution of incidents by the people who understand the software or code the best. Typically, third-level support is handled by the developers who created the software or website. 

Information Security 

This type of application support is basic security for the digital asset. Information security involves monitoring the product, implementing security patches as needed, and escalating urgent application and system issues to the security team. 

Problem Management 

Problem management is the process of resolving the root cause of technical incidents and problems. Problem management tasks can take months to complete. For example, suppose an unreliable telecom provider is the root cause of the problem. In that case, it might take an expert time to adequately establish this connection, end the relationship, and find a suitable replacement provider. 


Every application has performance levels and metrics. Measurement is tasked with measuring and reporting key metrics to stakeholders. 


Monitoring is a general application support service tasked with ensuring that the quality of service, availability, security, and performance of the application is operating as expected. 

Continuous Testing 

Continuous testing is designed to catch issues before they are found by or impact users. Continuous testing is a modern approach to app support. 

Service Desk 

A service desk is a customer service task that entails creating and maintaining a space for users to submit questions, concerns, etc. 


Modern applications get updated regularly. Therefore, release/deployment app support tasks entail deploying new changes for the developer team.

Application Knowledge 

There is always something to learn about software, how it performs, etc. Application knowledge is tasked with capturing and improving knowledge related to the software. This helps with the creation of FAQ documents and other support materials. 

Configuration Management 

It is important to keep detailed records and documentation of an application’s configuration with regular updates, patches, etc. Configuration management is an application support task that thoroughly documents the application’s history and current configuration state. Detailed documentation is a huge help to developers. 

Capacity Management 

Capacity management is all about ensuring that an application efficiently uses resources without waste and has enough bandwidth and data storage to complete required tasks. 

Business Continuity 

Business continuity is a task that plans for the event of a disaster. Hopefully, disaster never strikes your business and impacts your software, but what happens if it does? Business continuity plans for major disruptions. 

For any Support Contact us at: contact [at] susampinfotech [dot] com