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
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
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
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
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
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

Знакомимся, погружаемся в проект и обсуждаем задачи
На этом этапе мы выясняем особенности вашего продукта, его цели и задачи. При необходимости проводим аудит на уязвимости для выявления недочётов в системе и предлагаем варианты их устранения.
Формируем коммерческое предложение
Мы накопили богатую отраслевую экспертизу поэтому можем найти оптимальное решение, которое подойдет вам по цене, срокам и качеству.

Наши специалисты учитывают все детали и предоставляют подробное коммерческое предложение с понятными условиями.
Согласовываем и заключаем договор
Мы подготовим договор о сотрудничестве, который учитывает интересы обеих сторон. Составим и подпишем NDA, если вам важно, чтобы вся информация закрытой.
Обеспечиваем техническую поддержку
После согласования всех необходимых документов мы подключаемся к поддержке ваших IT-продуктов в выбранном формате. Наши специалисты умеют работать со всеми популярными технологиями и инструментами, поэтому вам не придётся что-то менять на своей стороне — переводить проект в другой дата-центр или разворачивать его «с нуля».
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
VkusVill
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.
Business Cases
VkusVill
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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about your most ambitious idea: +1 617 982 1723
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