Maintenance and care

 

Maintenance and care

After the implementation of a software solution, a continuous further assistance is necessary and common. This comprises the support of the users during the operation as well as extensions and updates of the software whenever these are necessary. For external software development / project handling, these services are regulated in a support contract.

 

Support level

Hereby, it is differentiated between first level and second level support. The first level support (also called Helpdesk) is the first contact point for all incoming support requests and problem notifications. Grave problems are forwarded to the second level support, in the case of standard software for example to the product fabricant.

 

Care and management

The continuous adaption of the software to changing requirements and conditions is called "software maintenance". Bigger changes are worked on through own projects, smaller adaptations often as maintenance tasks with easier process rules. The management of these processes is called change management.