Application Maintenance & Support — keep what you built running
Monitoring, patching, fixes and enhancements for your web applications.
- Bug Resolution
- Security Patching
- Uptime Monitoring
- Regulatory Updates
- Feature Enhancements
- SLA-Backed
- 4 hr
- Critical bug response SLA
- 24/7
- Application uptime monitoring
- 48 hr
- Security patch deployment SLA
- ∞ apps
- Any ITNS-Global-developed application
Overview
WebApps Maintenance & Support is ITNS-Global's structured monthly plan for keeping custom web applications — CRM, Financial, HR & Payroll, eCommerce, HMS, or any Custom Business Application developed by ITNS-Global — secure, performant, regulation-current, and actively evolving, under defined service level agreements and a predictable monthly engagement cost.
A custom application delivered at go-live is not finished — it is beginning its operational life. Software dependencies need regular updates to address security vulnerabilities. Business logic needs updating when regulations change, whether annual GST amendments, income tax slab revisions, or PF/ESI rate changes. Bugs discovered in production need resolution within timeframes that do not disrupt business operations. Performance needs monitoring to catch degradation before users experience it. And every thriving business has new feature requirements that emerge as the application is used at scale.
Without a structured maintenance plan, custom applications degrade. Dependency vulnerabilities accumulate, creating security exposure. Regulatory changes are not reflected in the system, creating compliance risk. Bugs are fixed informally without proper testing, creating new issues. Performance degrades silently. And feature requests accumulate in a backlog that never gets addressed. The application asset your organisation invested in becomes progressively less valuable over time.
ITNS-Global's WebApps Maintenance & Support plan prevents this entirely. A dedicated engineer familiar with your application monitors it, maintains it, and evolves it under a monthly plan that gives you predictable cost, defined response SLAs, and the assurance that your application is being actively cared for by the team that built it.
What it includes
Uptime Monitoring & Incident Response
Continuous uptime monitoring of your application and its dependent services — web server, API layer, database, background jobs, and third-party integrations. Alerts triggered on downtime, error rate spikes, response time degradation, and failed background processes. Critical incidents receive an active ITNS-Global engineer response within 4 hours any day of the week. Application availability tracked and reported monthly. Root cause analysis delivered for any P1 incident within 5 business days of resolution.
Bug Resolution & Issue Management
A structured bug management process — issues raised by your team via the support portal, classified by severity (Critical P1, High P2, Medium P3, Low P4), and resolved within the SLA for each severity tier. Every bug fix is developed in a staging environment, tested, and deployed to production with a release note. Bug history maintained in the issue tracker, providing your team with full visibility of open, in-progress, and resolved issues at all times. Recurring bugs analysed for systemic root causes and architectural improvements recommended.
Security Patching & Dependency Updates
Monthly review of all application dependencies — framework versions, libraries, and third-party packages — for published security vulnerabilities. Critical CVEs patched within 48 hours of identification. Standard dependency updates applied in the monthly maintenance window with regression testing to confirm no application functionality is broken by the update. Dependency vulnerability scanning automated in the CI pipeline where enabled. Security patch log maintained and included in the monthly maintenance report for compliance audit trail purposes.
Regulatory Compliance Updates
For applications with built-in regulatory compliance — payroll systems with PF/ESI/TDS calculations, financial systems with GST e-invoicing, or any application with statutory filing integration — regulatory changes are applied as part of the maintenance plan. Annual Union Budget income tax slab changes, EPFO ECR format updates, GST rule amendments, and e-invoicing mandate changes are implemented and tested before the effective date. Your application remains compliant without requiring a separate development engagement every time a regulation changes.
Performance Monitoring & Optimisation
Monthly review of application performance metrics — page load times, API response times, database query performance, background job execution times, and resource utilisation. Performance degradation identified and root-caused before it impacts user experience. Query optimisation for slow database operations. Caching strategy review. Infrastructure scaling recommendations when resource constraints approach. Performance trend tracked over time — the maintenance plan ensures your application performs better in month 12 than month 1, as optimisation is applied continuously rather than reactively.
Feature Enhancements & Configuration Changes
A monthly allocation of development hours for small feature enhancements, configuration changes, and new report requirements — the incremental improvements that emerge when an application is in active use by a growing team. Enhancement requests submitted through the support portal, prioritised with the client, developed and tested in staging, and deployed in the monthly release cycle. For larger feature requests exceeding the monthly hours allocation, ITNS-Global provides a scoped quote for the additional development as a separate engagement.
What changes for you
↑ value
Application Gets Better Over Time
A maintained application improves month over month — bugs resolved, performance optimised, security hardened, and features added in response to user feedback. An unmaintained application degrades — vulnerabilities accumulate, performance drifts, and user frustration grows. Maintenance is not a cost; it is the investment that preserves the original development investment.
4 hr
Critical Issues Resolved Quickly
When a critical bug affects business operations — payroll calculation errors, invoice generation failure, application downtime — a 4-hour response SLA means the issue is being actively worked within the same business half-day it is reported. No waiting for an available freelancer, no re-explaining the application to an unfamiliar developer.
0 vuln
No Accumulating Vulnerabilities
Monthly dependency updates and 48-hour critical CVE patching ensure no security vulnerability backlog accumulates. Applications without active maintenance routinely carry 6–12 months of unpatched dependency vulnerabilities — a compounding exposure that a structured maintenance plan eliminates systematically.
✓ comply
Always Regulation-Current
For payroll, financial, and compliance-sensitive applications, regulatory changes are applied as part of the plan — not as emergency development projects after the effective date. Your application reflects current statutory rules from the first day any regulation changes, without any action from your team.
1 team
Deep Application Familiarity
The ITNS-Global engineer assigned to your maintenance plan knows your application's codebase, data model, business logic, and past issue history. This institutional knowledge means faster diagnosis of issues, higher-quality fixes that don't create new bugs, and proactive identification of improvements — capabilities absent when a new developer encounters your application for the first time during a crisis.
↑ evolve
Continuous Enhancement Capacity
Monthly enhancement hours mean small but valuable improvements are delivered continuously — a new report your finance team needs, an additional workflow step, a new integration connection — without requiring a full project engagement for every change. The application evolves alongside the business that uses it.
Pricing
Indicative pricing, shown so you can judge fit before talking to anyone. Final scope and cost are confirmed in writing after a short discovery call.
Support Retainer
Per application
€160 per month
- Uptime and error monitoring
- Security patching and dependency updates
- Bug fixes within agreed SLA
- Daily backups and restore testing
- Monthly enhancement hours
- Quarterly health report
Prices exclude applicable taxes and any third-party licence fees, which are billed to you directly by the vendor so you keep ownership and visibility.
Where it has been used
Client outcome
0 TDS errors in first payroll of new financial year — budget update pre-applied
Client outcome
2 hours to resolution — payment webhook failure on peak sale day
Client outcome
36 hours CVSS 9.3 patched — 48hr SLA met; no exploit window
Client outcome
0 additional cost — dealer module delivered within monthly enhancement hours
How delivery runs
-
01
Security & Monitoring
Dependency scan; vulnerabilities assessed; critical patches applied
-
02
Bug Resolution
Open bugs reviewed; fixes developed, tested & staged
-
03
Performance & Enhancements
Performance review; enhancement hours work completed
-
04
Monthly Release
All fixes & enhancements deployed; release notes issued
-
05
Review Call
Quarterly application health & roadmap review
Specifications
| Applications Covered | All ITNS-Global Web Apps suite applications (P.28–P.33); any custom web application developed by ITNS-Global |
|---|---|
| Uptime Monitoring | 24/7 monitoring of application availability, API health, database connectivity, background jobs, and third-party integrations |
| Incident Response SLA | P1 (application down / critical bug): 4-hour response; P2 (major feature broken): 8-hour response; P3 (minor issue): 48-hour response; P4 (enhancement): monthly sprint |
| Security Patching | Critical CVE: within 48 hours; standard dependency updates: monthly maintenance window; pre-patch staging test; post-patch regression test |
| Regulatory Updates | Income tax slab changes; PF/ESI rate revisions; GST rule amendments; e-invoicing mandate changes; EPFO ECR format updates — applied before effective date |
| Dependency Management | Monthly dependency audit; vulnerability scan; update testing in staging; changelog documentation; security patch log in maintenance report |
| Bug Management | Issue tracker access for client team; severity classification; SLA tracking; staging test before production deployment; release notes per deploy |
| Enhancement Hours | Monthly hours allocation per plan tier for small feature additions, configuration changes, and new report requests; unused hours do not carry forward |
| Performance | Monthly review of response times, database query performance, resource utilisation; optimisation actions recommended and implemented within enhancement hours |
| Backup Verification | Monthly automated backup completion verification; quarterly restore test to confirm recovery capability |
| Reporting | Monthly maintenance report: uptime %, incidents, bugs resolved, security patches, regulatory updates applied, performance summary, enhancement work delivered |
| Availability | Exclusively for web applications designed and developed by ITNS-Global; not available for third-party or client-developed applications |
Questions people ask
Do you support applications you did not build?
Yes, following a handover assessment covering code quality, hosting, dependencies and documentation. The assessment tells you honestly whether the application is supportable as-is or needs remediation first.
What response times are covered?
Response targets are set by severity — critical outages within hours, functional defects within one working day, and enhancement requests scheduled into the monthly allocation.
Are new features included?
A monthly allocation of enhancement hours is included. Larger feature work is scoped and quoted separately so the retainer stays predictable.
What happens to our backups?
Daily automated backups with defined retention, plus periodic restore testing — because an untested backup is not a backup.
Can we cancel?
Yes, with one month's notice. Credentials, documentation and backups are handed over in full on exit.