Technical Support under SLA

Stable operation of your IT products 24/7

Over the last 20+ years, we have implemented more than 1200 IT projects for a variety of industries. Our experience helps us ensure stable operation of IT systems and solve tasks of any level of complexity — from auditing and monitoring to fault tolerance enhancement and IaC design.

We improve our processes every day to offer our partners any format of cooperation they need and flexibly adapt to any situation, technologies, and conditions. SimbirSoft's specialists are always in touch — they monitor the behavior and performance of services and respond to any incidents within 15 minutes of their emergence.

We offer technical support for IT products of all sizes, from small online stores to information systems for major retailers and banks.

What You Get

Short time to market

Meet the demands of the market.

Fault tolerance

Keep your service stable even when operating under heavy loads.

99.9% availability

Your service is available to users without interruptions.

Confidence and reputation

Any incidents are logged and fixed in a timely manner. Your reputation as a reliable business converts into profit.

Partnership Options

Allocating specialists

We provide a technical support team and place it under your control. The specialists work autonomously, analyzing, distributing, and processing requests from users, as well as detecting and solving incidents either independently or by delegating them to the developers.

Conducting an audit

During the audit, our experts analyze the performance, infrastructure, and architecture of your IT product, CI/CD (DevOps) processes, and regulations. In addition, they inspect the documentation, make a diagram of the structure, and study the components of your system, including the DBMS, load balancers, apps, etc.

This is needed to carefully examine all elements, identify any bottlenecks in the system, and give recommendations on necessary improvements to your software.

Providing support for server infrastructure

Our specialists perform monitoring, routine maintenance, and server support under an SLA on an 8/5 or 24/7 basis, as well as generate reports. If necessary, the client's employees can contact the developers independently to get information on non-functional requirements related to the fault tolerance and availability of the IT product.

Joining project support

Our team includes only experienced professionals with a wide-ranging tech stack. Our experts take requests and questions from users and the client's employees, analyze them, and provide answers. They promptly report any flaws found in the code to the developers.

This allows our experts to relieve the client's internal support service of routine tasks and eliminate its need to work night shifts.

1200+ implemented projects 20+ years of expertise 830+ clients

Contact Us

SLA levels of technical support are offered for the following formats of cooperation: providing support for server infrastructure and project support.

Response time SLA — you are warned of any potential incidents in a timely manner

You can define and set the time in which incidents must be detected. Our specialists respond flexibly to all requests and are ready to adjust to your conditions.

Incident management SLA — guaranteed 24/7 availability and operation of your service

Depending on their complexity and severity, incidents are divided into several levels — Critical (a maximum of 2 hours to fix), Major (a maximum of 4 hours to fix), and Minor (a maximum of 8 hours to fix).

How We Work

Getting to know each other, diving into the project, and discussing the tasks

At this stage, we learn about the characteristics, goals, and objectives of your product. If necessary, we conduct a vulnerability audit to identify gaps in the system and offer options to address them.

Forming a business proposal

We have accumulated a wealth of industry expertise so we can find the solution that suits you best in terms of price, timing, and quality.

Our specialists take every detail into account and produce a comprehensive business proposal with clearly defined terms and conditions.

Negotiating and conclude the contract

We will prepare a partnership agreement that takes into account the interests of both parties. We will draw up and sign an NDA if it is important to you that all information is private.

Providing technical support

Once all the necessary documents have been approved, we join the support of your IT products in your chosen format. Our specialists are familiar with all popular technologies and tools, so there is no need to change anything on your end, e.g., move the project to another data center or deploy it from scratch.

Team composition: Account Manager, SDET, DevOps, technical support specialists, Project Manager, developers, QA specialists.

Tools

Infrastructure

Amazon Web Services Microsoft Azure Proxmox VMware AWS Azure DO

Configuration

Ansible Terraform Vagrant Docker-Compose

Monitoring

Zabbix Prometheus ELK

СI/СD

Gitlab Jenkins TeamCity

Solutions

Troubleshooting Audit Linux

Containers

Docker Kubernetes

Queues

Kafka RabbitMQ

Alerting

Grafana AlertManager OpsGenie PagerDuty Karma

ITSM system

Jira

DBMS

PostgreSQL MySQL MongoDB Redis

Networks

VPN Firewalls Load balancers

Business Cases

More cases

VkusVill

Show case

We helped VkusVill, the healthy food supermarket chain, increase the fault tolerance and accessibility of its website. SimbirSoft DevOps specialists analyzed the product and formed a plan to modernize the infrastructure of the online store completely: designed and implemented a fault tolerant infrastructure, spread the product components across different servers, implemented the CI/CD process, set up monitoring, and provided round-the-clock technical support.

Business Cases

VkusVill

Show case

We helped VkusVill, the healthy food supermarket chain, increase the fault tolerance and accessibility of its website. SimbirSoft DevOps specialists analyzed the product and formed a plan to modernize the infrastructure of the online store completely: designed and implemented a fault tolerant infrastructure, spread the product components across different servers, implemented the CI/CD process, set up monitoring, and provided round-the-clock technical support.

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QIWI Help

We assisted in setting up an efficient search within the financial services segment. Users were having trouble finding answers on their own, and support staff were overworked. We assessed the metrics, located UI-related bottlenecks, and set up a new, scalable information architecture. Assistance from support staff is no longer required as often, the process of finding the right answer has become quick and simple, and user loyalty has risen.

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«External technical support allows you to focus the attention of your internal team on more business-critical tasks. Our employees are experts who can handle any incident and guarantee the stable operation of your system 24/7.

Once we start a partnership, we always fulfill our obligations, even if that requires us to take risks on our end.»

Alexander

SimbirSoft Support Tech Lead

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