Squarebit provides an outstanding support service, both for systems that we develop and for systems developed by third parties. We take away the risk of supporting your own systems and extend the life of your software.
The benefits of Squarebit’s support services:
- We tailor our commercial model and resourcing pattern to your project so you can keep your costs down.
- Our flexible resourcing model and responsive staff mitigate business risk by absorbing fluctuations in demand and dealing with urgent requirements straight away.
- Our processes and manager training place a premium on customer service and clear, effective and responsive communication allowing you to focus on other areas of your business.
- Our extremely high staff retention rate (over 90%) means we retain knowledge and expertise and provide you with a consistently high level of support at a low overall cost.
Supporting Third-party Systems
Like many of our customers, you may have commissioned an expensive system, and then found your supplier to be no longer able to provide effective support. We can help you to break your tie-in to your current supplier and give you back your peace of mind. The quality of our staff means we ramp up rapidly on unfamiliar systems and provide helpful, thorough and highly responsive support from the moment of handover. Our emphasis on quality means we always leave your codebase in a better state than we found it. This increases the quality of your software and reduces your costs over time.
Support Process
Our support processes are focussed at all times on providing you with a responsive and cost-effective service, while maintaining or improving the quality of the product. To maximise support efficiency and software quality, we ensure that the developers who originally wrote the code are involved with support activity as much as possible.
Fortunately, due to our extremely high staff retention rate the original developers will likely still be around many years later to quickly provide a solution to your support issues. Where we are providing support for an application developed by a third party our dedicated support team ramps upon the code extremely quickly, thanks to the outstanding quality of our staff.
We place a premium on our staff’s ability to communicate clearly, effectively and responsively with our clients. All projects have a dedicated incident manager, who is always only a phone call away. We log all requests and our progress against them in an Incident Tracking System, to which we give you full access. These measures give you the peace of mind that everything is in hand, enabling you to focus on other areas of your business.
Pro-active Support
Our support engineers are trained to think around any reported issues. They suggest solutions to incidents that take long term maintainability and business usage of the system into account rather than just focussing narrowly on resolving the incident at hand. Our emphasis on quality, and our results-focused QA processes, means that we actively increase the quality of your product over time.
Flexible Engagement
You can ask our support team to do whatever you want. It makes no difference to us whether it’s bug-fixing, small enhancements, performance investigation, large development items, or even working out what’s wrong with your server: we’ll deal with it.
Thanks to our well-managed, dedicated team, and ability to expand or contract the team at a moment’s notice, we are able to absorb fluctuations in demand, giving you an extremely flexible service.