Support & Maintenance
IAT support teams provide 24×7 system monitoring and incident response for our clients. We provide training and warranty support for the first 60 days after product go-live.
Product support to meet your needs
IAT believes every system we develop should come with a unique software maintenance program tailored to the specific needs of our clients. IAT support teams provide 24×7 system monitoring and incident response for our clients. IAT is there to ensure the successful outcome of your software with training resources and timely problem solving solutions when you need it most.
comprehensive support model
- SLA Support: IAT organizes IT support services based on priority (P1-Critical, P2-High, P3-Medium, P4-Low) and change management protocols to expedite response times, resolution times, and deployment schedules. We empower our clients with the ability to track support incidents with a help desk support app that can be used to track ticket status, priority, communications, SLAs, and approvals via a secure portal.
- Pre-deployment: We walk-through all the expectations and procedures your business can expect prior to go-live, and ensure that every scenario is covered leading up to the transition to warranty support.
- Warranty Support: IAT provides both technical support after deployment and a dedicated hypercare support team to ensure the new software fits seamlessly into your operational workflow.
Release Management
IAT has procedures to streamline how development, testing, deployment work to maximize the success of the software we create for our clients. We work with our skilled project teams to prioritize client needs and deliver quality and value for your business.
Change Management
IAT’s change management process allows our clients to quickly implement software updates, analyze infrastructure changes, and control communications for any IT changes: (Emergency: unplanned, Standard: routine, Normal: planned).
Support Management
IAT utilizes IT Service Management (ITSM) to manage and deliver support for all software processes and services, while increasing growth and productivity for your business.
Knowledge Transfer & Training
IAT prepares training documentation, videos, and live in-person and virtual demos for every software we deploy. We make sure your team is able to master the solution and provide additional training across your organization.
L1/L2/L3 Support
IAT provides comprehensive L1: Pre-Support, L2: Self-Service, and L3: First-Line Support, to help clients resolve incidents with training materials and FAQs, knowledge banks for troubleshooting, and a dedicated product tech support to remediate issues when needed.
Monitoring & Security Reviews
- System Monitoring: Our team is passionate about performing constant monitoring to ensure the uninterrupted service and functionality of your software. We review performance analytics and inform our clients of the results to make the best decision for your business.
- Security Assessment & Updates: We scan your software system to discover and fix vulnerabilities before they occur. This includes regular security assessment reports and scheduled updates to keep your software current.
software support methodology
IAT has the proven experience in delivering quality software maintenance services that are adaptive and reliable for your business.
Quality of Service
IAT performs every support service using the highest quality management standards of ISO 9001:2015 and information security ISO/IEC 27000:2018.
Technical Proficiency
The IAT support and maintenance teams are highly trained specialists with years of experience and continuing education in applications development, customer service, production support, software testing, and issue mitigation.
Team Engagement Model
IAT has dedicated support teams assigned to your software solution, and client concierge services ready to help with maintenance, future enhancements, and questions.
- Code Maintenance
- Production Support
- System Documentation
- Configuration Management
- Performance Enhancements
- Release Notes
- Technical Support
- Security & Performance Audits
Why clients choose iat
Exceptional Client Experience. We believe in making every project enjoyable and rewarding for our clients. Our primary goal is to exceed the expectations of every client. We take customer service to the next level by actively listening, engaging, and meeting clients at their needs. This is why clients love working with us time and again: Great Products, Service, and People.
Values Client Time. Our biggest priority is to deliver every project on time. We make considerable efforts to ensure that scope, features, and business value align to the capacity of people assigned to any project.
Fair and Transparent Pricing. We believe our clients deserve to have a complete breakdown of all project costs, including frequent monthly updates and cost modeling during project development through implementation.
