IT SUPPORT AND MAINTENANCE SERVICES
Triazine Software keeps the applications and systems your business runs on healthy, secure and up to date: L1 to L3 support, proactive monitoring, security patching, bug fixes, upgrades and small enhancements, under SLAs you can read and hold us to. We support systems we built and systems other teams built, including legacy platforms most vendors no longer touch.
Applications degrade quietly. A dependency falls out of date, a certificate expires, a mobile OS update breaks a screen, a slow query turns into a flood of tickets, and the people who understood the system have moved on to new projects. Most internal teams are stretched between building new things and keeping old ones running, so maintenance waits until something breaks. Our IT support and maintenance services take that ongoing work off their plate: we watch your applications and infrastructure, fix issues before users notice, keep everything patched and current, and answer your users when they need help, with clear plans, clear hours and clear response times. We support clients across the US, UK, UAE, Australia, South Africa and India.
Trusted by IGL, the Tony Elumelu Foundation, Domino's Pizza, Godfrey Phillips, Aavantika Gas, Ministry of Defence, Schindler, University of Cambridge and other enterprises worldwide
IT support and maintenance services keep business applications and the infrastructure they run on working after go-live: support answers users and resolves incidents, while maintenance keeps systems patched, current and healthy so fewer incidents happen. It is the continuous work that keeps a system healthy long after the initial build: monitoring performance, applying security patches, managing updates, and resolving issues as they surface, on an ongoing basis rather than only when something has already gone wrong.
That's what separates structured maintenance from ad-hoc, reactive troubleshooting. Reactive support waits for a ticket, then scrambles to fix whatever broke. Structured support operates proactively - monitoring system health continuously, patching vulnerabilities before they're exploited, and tracking performance trends that flag a problem building weeks before it becomes an outage.
It's built to keep your systems reliable and secure over time, matched to the actual complexity and criticality your infrastructure genuinely carries - a full, ongoing partnership rather than a one-off engagement that ends at go-live.
Business Outcomes
Continuous monitoring surfaces performance degradation and emerging issues early - resolving problems while they're still minor, ahead of the point where they escalate into a full outage.
Regular patching and vulnerability management keep systems current against known security risks - closing the gap that ageing, unpatched software leaves open to exploitation.
Dedicated IT support and maintenance services provide enterprise-grade coverage at a fraction of the cost of building and retaining a full internal support team for every system you run.
With ongoing system health handled externally, your internal team's time shifts toward new development and strategic initiatives, matched to what actually moves the business forward.
Good maintenance covers all four, not just fixing what breaks.
| Type | What it means | Examples | How often |
|---|---|---|---|
| Corrective | Fixing defects that users or monitoring find | Bug fixes, failed jobs, broken integrations | As issues arise, under the SLA |
| Adaptive | Keeping the system working as its environment changes | Browser, mobile OS, API, payment gateway and regulation changes | Ongoing, planned with you |
| Perfective | Improving what already works | Performance tuning, usability fixes, small enhancements | Monthly enhancement hours |
| Preventive | Stopping problems before they happen | Patching, dependency updates, monitoring, refactoring risky code | Scheduled, every month |
A single point of contact for your application users and IT team: L1 for how-to questions and access, L2 for configuration, data and integration issues, and L3 engineers for code-level fixes, all tracked in one ticketing system with SLA reporting.
Continuous monitoring of application performance, uptime, and system health - surfacing issues early through proactive alerting, rather than discovering them only after users report a problem.
Regular assessment and patching of security vulnerabilities across your application and infrastructure stack, keeping systems current against known risks as they emerge.
Structured triage and resolution of reported issues, prioritised by business impact and severity, so critical problems get resolved fast while lower-priority items stay tracked and managed.
Monthly hours for small enhancements and change requests, framework and library upgrades, and mobile app maintenance for new iOS and Android versions, app store requirements and crash fixes, so your applications keep up without a new project each time.
Database monitoring, tuning, index and storage maintenance, scheduled backups and regular restore tests, so data stays fast, safe and recoverable.
Ongoing maintenance of the servers, databases, and infrastructure your applications run on - including performance tuning, capacity planning, and routine maintenance work that keeps systems running smoothly.
Continued support for ageing systems that still run critical business functions, including specialised expertise in older frameworks and languages that have moved beyond most internal teams' active expertise.
Defined response times, escalation paths, and coverage windows matched to system criticality - so support commitments are clear, measurable, and aligned to what each system actually requires.
Every plan is scoped to your systems during onboarding. These are the three starting points.
| Essential | Standard | Enterprise | |
|---|---|---|---|
| Best for | Stable, lower-criticality applications | Business-critical applications | Revenue- or safety-critical platforms |
| Monitoring and alerting | Yes | Yes | Yes, with application performance monitoring |
| Coverage hours | Business hours | Extended hours | 24/7 for P1 and P2 |
| Critical (P1) first response | 4 hours | 1 hour | 15 minutes |
| L1 user helpdesk | Optional | Yes | Yes |
| L2 and L3 issue resolution | Yes | Yes | Yes |
| Security patching and dependency updates | Monthly | Monthly, critical fixes fast-tracked | Monthly, critical fixes fast-tracked |
| Small enhancement hours per month | None | Up to 8 hours | Up to 20 hours |
| Framework and mobile OS upgrades | On request | Planned | Planned |
| Backup checks and restore tests | Quarterly | Monthly | Monthly, with recovery drills |
| Reporting | Monthly | Monthly | Monthly, plus quarterly review |
| Named service manager | No | Yes | Yes |
Taking over a system from another team usually takes two to four weeks, with a knowledge-transfer period run alongside the outgoing team where possible.
Understand your existing systems, architecture, and current support gaps.
Typical duration: weeks 1-2, including code, architecture and documentation review
Implement monitoring and alerting across applications, infrastructure, and security.
Typical duration: weeks 2-3
Define response times, escalation paths, and coverage windows matched to system criticality.
Typical duration: week 2
Apply patches, updates, and routine maintenance on a defined, ongoing schedule.
Typical duration: from week 4, on a monthly schedule
Prioritise and resolve reported issues based on business impact and severity.
Typical duration: from day 1 of go-live, under the SLA
Track system health and support metrics on a regular cadence with your team.
Typical duration: monthly
Refine monitoring, processes, and coverage as systems and business needs evolve.
Typical duration: quarterly
Maintain continuous coverage, feeding learnings back into monitoring setup and process refinement.
Typical duration: continuous
We use monitoring and automation to catch problems early, not to hide behind tickets and auto-replies. Our engineers stay accountable for every incident, patch and change, and your team stays in control of what changes in your systems and when. Users reach people who know the application, every incident ends with an explanation, every change follows your approval rules, and every runbook and document stays fully owned by you.
A named team supports your applications, with runbooks and architecture notes for each one, so issues are handled by engineers who already understand how it works.
Monitoring flags errors, slow responses, failed jobs and expiring certificates, so most issues are resolved before they become tickets.
Critical incidents end with a plain-language root-cause summary and the fix that stops them recurring.
Runbooks, documentation and code changes live in your repositories, so you can bring support in-house or change provider without losing knowledge.
| Severity | Example | First response | Updates |
|---|---|---|---|
| P1 Critical | System down or data at risk for many users | 15 minutes to 4 hours, by plan | Every 30 minutes |
| P2 High | Major feature broken, no workaround | 30 minutes to 8 hours, by plan | Every 2 hours |
| P3 Medium | Feature impaired, workaround available | 1 business day | Daily |
| P4 Low | Questions, minor issues and requests | 2 business days | As agreed |
| Level | Who | Handles | Example |
|---|---|---|---|
| L1 | Application support analysts | How-to questions, access and password issues, known issues | "How do I approve this request?" |
| L2 | Application and infrastructure engineers | Configuration, data fixes, integration and performance issues | An integration stops sending orders to the ERP |
| L3 | Developers who know the code | Code-level defects, root-cause fixes, hotfix releases | A calculation error in a billing module |
We deliver IT support and maintenance services on enterprise-proven monitoring, ticketing, and infrastructure management platforms - backed by delivery discipline proven across 11+ years of mission-critical software delivery.
Support teams hold the keys to your systems, so access, data and changes are controlled as tightly as the systems themselves.
Engineers use named accounts with only the access each task needs, time-limited where possible, and every action is logged.
Operating systems, frameworks and dependencies are patched on a monthly schedule, with critical vulnerabilities fast-tracked, and platforms such as TEFConnect pass independent VAPT before go-live.
Every fix and update follows your change approval process, is tested before release and has a rollback plan.
Backups are checked and restores are tested on a schedule, so recovery is proven before you need it.
Production data is accessed only when a task requires it, masked where possible, encrypted in transit and at rest, and handled in line with GDPR, India's DPDP Act and your own policies.
CMMI Level 3 delivery governance and ISO 9001:2015 quality management standards. Your systems are protected by our Non-Disclosure Agreement, and every runbook, script and code change belongs to you.
Customer portals, billing and meter-reading apps kept running through bill runs, with SAP integrations monitored end to end.
Sales, distributor and field apps supported through month-end peaks and scheme launches.
Ordering apps kept stable through peak hours and mobile OS updates.
Citizen and programme platforms supported with audit trails, access control and security patching.
Patient and care platforms maintained with strict data handling and tested recovery.
Permit and incident systems maintained with controlled changes, because downtime affects safety.
Storefronts and order systems kept fast and secure through sale events.
Learning platforms kept available during enrolment and exam periods.
The IGL Connect web and mobile platform handles billing, payments, meter readings, service requests and an 800+ station CNG locator for more than 2 million customers. IGL's Chief General Manager credits Triazine's flexibility, responsiveness and problem-solving with improved app store ratings, a better customer experience and a significantly lower cost of resolving customer complaints.
TEFA platform for 265,000+ applications across 54 African countries, running on Kubernetes on Azure with Prometheus and Grafana monitoring and independent VAPT. Result: 99.9% uptime under concurrent load and 90% fewer customer complaints after go-live.
Domino'sThe old ordering app suffered frequent order failures and could not serve more than about 10,000 concurrent users. After re-engineering on AWS auto-scaling, it handles 15,000+ concurrent users at peak, downtime-related revenue loss was eliminated and the Google Play rating rose from 3.3 to 3.9.
"Working with Triazine Software was an excellent experience. Their flexibility, responsiveness, and problem-solving expertise delivered every requirement, improved our app store ratings, enhanced customer experience... and significantly reduced the cost of resolving customer complaints."
Chief General Manager, Indraprastha Gas Limited (India)
"Triazine Software was recommended by IBM for our Pizza Online Ordering mobile app and the team stood up to our expectation... I highly recommend Triazine Software as dependable development partner for organization like us."
Technical Program Manager, Domino's Pizza (India)
"We weren't looking for a traditional vendor. We wanted a true technology partner who could integrate with our team, understand our creators, and share our vision. Feels like one unified team collaborating across continents."
Fractional CTO, Sound Royalties (United States)
"Triazine delivered high-quality work on time, transforming our vision into a successful hybrid app. Their patience, responsiveness, flexibility across time zones, and commitment to implementing every feedback ensured outstanding results."
CEO, TrueLook (United States)
"Triazine Software transformed Ticketkore with a powerful smart ticketing and reservation platform."
CEO, Ticketkore (South Africa)
Triazine Software helps enterprises move from reactive firefighting to proactive system health management. Our approach combines continuous monitoring discipline with the engineering depth needed to actually resolve what monitoring surfaces.
Every support engagement includes continuous monitoring that surfaces performance and security issues while they're still minor, well ahead of a full outage.
Systems are patched every month against known vulnerabilities, with critical fixes fast-tracked, so security work happens on schedule rather than after an incident.
We define clear SLAs, escalation paths, and coverage windows based on how critical each system actually is to your operations.
As the same team behind your custom software and integrations often provides ongoing IT support and maintenance, support work benefits from architectural knowledge that takes a new, unfamiliar vendor months to build up.
Our support extends to ageing systems and older frameworks, so critical legacy applications stay supported even as the specialised skills to maintain them become harder to find internally.
CMMI Level 3-certified process discipline underpins every engagement, regardless of system size, criticality, or technical complexity.
Every plan lists what is covered, the hours you are covered and how fast we respond, and what is outside scope, so there are no surprises when you raise a ticket.
Triazine Software was founded in 2015 by Abhinav Kumar and Vikash Srivastava to help enterprises replace fragmented systems and manual workarounds with platforms that run with clarity, governance and accountability. Abhinav, Co-Founder and Director, brings over two decades of enterprise software engineering experience and leads technology direction and delivery. Vikash, Co-Founder and Director, leads operations, client success and strategic partnerships.
A service manager who owns your SLA, monthly reports and reviews
L1 application support analysts who answer users and handle access and how-to requests
L2 application and infrastructure engineers who resolve configuration, data and integration issues
L3 developers who fix code-level defects and release hotfixes
Support and sales, USA: Triazine Software LLC, 8 The Green, Ste A, Dover, DE 19901. +1 (347) 941-1655
Support and sales, India: Triazine Software Pvt. Ltd., B-28 & 29, Sector 58, Noida 201301. +91-120 4275378
Email: sales@triazinesoft.com
Serving enterprises across North America, Europe, the Middle East, Africa and Asia Pacific.
IT support and maintenance services keep business applications and the infrastructure they run on working after go-live. Support answers users and resolves incidents; maintenance keeps systems patched, current, monitored and backed up so fewer incidents happen.
Support is reactive help when something goes wrong or a user needs assistance. Maintenance is the planned, ongoing work that prevents problems: patching, updates, monitoring, tuning and backups. A good service combines both.
They are IT support and maintenance focused on business applications: helping application users, fixing defects, keeping integrations working, applying framework and security updates, upgrading for new browsers and mobile OS versions, and making small enhancements.
Corrective maintenance fixes defects, adaptive maintenance keeps the system working as its environment changes, perfective maintenance improves performance and usability, and preventive maintenance stops problems through patching, monitoring and refactoring.
L1 handles how-to questions, access and known issues. L2 handles configuration, data, integration and performance issues. L3 is developers who fix code-level defects and release hotfixes. Tickets move up only when the lower level cannot resolve them.
Depending on the plan: monitoring and alerting, L1 to L3 support, monthly security patching, bug fixes, backup checks and restore tests, monthly reporting, and in higher plans, small enhancement hours, planned upgrades and a named service manager. Each plan also lists what is not included.
Coverage depends on the plan: business hours for Essential, extended hours for Standard, and 24/7 for critical and high-severity incidents for Enterprise.
First response to a critical (P1) incident is between 15 minutes and 4 hours, depending on the plan, with regular updates until it is resolved and a root-cause summary afterwards.
Yes. We review the code, architecture and documentation, set up monitoring and runbooks, and run a knowledge-transfer period with the outgoing team where possible. Taking over usually takes two to four weeks.
Yes. We support older frameworks and languages that most internal teams no longer work with, and when a legacy system needs more than maintenance, our legacy application modernization team plans the next step.
Yes. We update apps for new iOS and Android versions and app store requirements, fix crashes reported by monitoring, and keep backend APIs and integrations working, as we have for consumer apps used by millions.
Reactive support waits for a ticket and then fixes what broke. Proactive support monitors continuously, patches on a schedule and spots warning signs early, so many issues are fixed before users notice.
A monthly report covering SLA performance, incidents and their root causes, uptime and performance, patches applied, backup and restore results, and recommendations, plus a quarterly review for higher plans.
Engineers use named, time-bound access with full logging, production data is accessed only when needed and masked where possible, changes follow your approval process, and systems are patched monthly with critical fixes fast-tracked.
Yes. Triazine Software LLC is registered in Dover, Delaware, and you can reach the US team on +1 (347) 941-1655 or sales@triazinesoft.com. Delivery is run from our Noida, India centre with US clients such as Sound Royalties and TrueLook.
Support desk: US +1 (347) 941-1655 | India +91-120 4275378 | sales@triazinesoft.com
