Production support
Assess faults by their effect on the business. Investigate the evidence and agree a safe way to restore the affected workflow.
Application support & software maintenance
Application support services for business-critical software.
From Melbourne, Kitek supports business applications worldwide. We help you agree who owns production issues, plan maintenance and keep improving the web or mobile software your business relies on.
Reliable ownership
More than a help desk. An engineering partner for the application.
Application support covers more than code. It connects the software, data, hosting and integrations your team uses. We agree what is covered, then separate urgent faults, planned maintenance and new features.
Preventative maintenance
Plan software, platform and security updates. Include backup, access and recovery checks within the agreed scope.
Performance troubleshooting
Find why an application, database or integration is slow. Compare the technical evidence with the problems users report.
Ongoing feature delivery
Agree the scope and priority of each improvement. Keep the business informed about release decisions.
A sustainable rhythm
Make support responsibilities clear before you need them.
Start with a 20-minute, no-obligation consultation. Tell us about the application, current problems and the support coverage you need. We agree the scope, cost and turnaround before any paid onboarding or review begins. What we learn then shapes the support arrangement.
If another developer built the application, we check access, environments, software dependencies and how releases work. If ownership or system knowledge is incomplete, a structured software takeover may be the first step.
We agree which applications we support, the support hours and how issues are prioritised. We also define reporting, escalation and response expectations. Starting an investigation is different from completing a repair. Repair time depends on the fault and any outside suppliers.
- 01
Understand and onboard
Record the system, essential workflows, account owners, known risks, environments and release process. Find missing access or controls before taking responsibility for operations.
- 02
Agree scope and escalation
Agree who can report and approve work, how issues are prioritised and who receives updates. Make each supplier’s responsibilities clear.
- 03
Run support and maintenance
Investigate incidents and schedule routine maintenance. Keep follow-up work in a shared backlog. Review recurring risks and completed changes with the business.
- 04
Release useful improvements
Plan new features and larger repairs as separate work. Agree acceptance checks and keep release and recovery instructions up to date.
What you should be able to see
Keep a clear record of the application.
Support should leave a usable record of the system and work performed. The agreed scope determines which records and controls we establish or improve.
Service and ownership record
Applications, hosting, databases, integrations and supplier contacts, with access ownership and responsibilities recorded.
Incident and action log
Reported impact, investigation findings, actions taken, status and follow-up work. Unknown causes stay explicit until the evidence supports a conclusion.
Maintenance and release plan
Planned updates, release instructions, monitoring and backup or recovery checks. Each has a named owner and any dependencies recorded.
Improvement backlog
Defects, recurring risks and feature requests with agreed priorities, so urgent tickets do not quietly replace every planned improvement.
When something breaks
Restore the workflow, then address the cause.
Tell us what has stopped working, who is affected and when the problem began. Include any error message or recent change. We use this information to agree the priority, next steps and updates within your agreed support hours.
A workaround, a rollback and a permanent fix serve different purposes. We agree the recovery action, record remaining risks and plan follow-up work. Restoring the screen does not prove that the cause has been fixed.
- 01
Confirm impact and evidence
Establish the affected workflow, available workaround, relevant logs and dependencies. Escalate to the responsible supplier where required.
- 02
Agree a safe recovery action
Assess the change or rollback and the access and approvals it needs. Agree how the business will check that the workflow works again.
- 03
Record and prioritise follow-up
Document the outcome and identify further diagnosis, tests, monitoring or maintenance needed to reduce the same risk.
Ongoing engineering in practice
Keep support and development connected.
Kitek’s public projects include an existing safety platform we took over and catalogue businesses that need ongoing support and development.
My Safety Buddy
Production support after taking over an existing platform.
Kitek took over the web and mobile lone-worker safety applications. We provided stable production support and continued feature development, keeping system ownership and product development connected.
Read the application takeover case study →Metal100 & i-Kraska
Maintaining the workflows behind a working catalogue.
Kitek provides ongoing engineering for Metal100’s catalogue, search and supplier workflows. Kitek also develops and supports i-Kraska’s specialist ecommerce portal, including its technical catalogue and purchasing journeys.
Software support questions
Set clear expectations before the first incident.
The right support model depends on business impact, system condition, coverage needs and how frequently the application changes.
Can Kitek support software built by another company?
Yes. We first review the code and check access to source control, hosting, data and external services. If ownership or release knowledge is incomplete, we begin with a structured takeover. We agree onboarding work and responsibilities before ongoing coverage begins.
What is included in application support and maintenance?
Your agreed plan may cover incident investigation, bug fixes, software and security updates, performance checks, monitoring and release support. We name the applications and environments covered. We also agree support hours, response expectations, communication and supplier responsibilities. New features and larger repairs have their own priorities and scope.
Is application management different from a help desk?
Yes. A help desk often records and routes user requests. Application management also covers the agreed engineering work on code, data, hosting and integrations. It keeps a record of changes and ongoing risks.
Can support include ongoing feature development?
Yes. A shared backlog connects incidents, maintenance and improvements while keeping their priorities and scope clear. Kitek can deliver features and integrations alongside maintenance. We agree approval and acceptance checks for each piece of work.
Do you offer 24/7 support?
We discuss and agree support hours and any after-hours needs for each engagement. These depend on the system, access, monitoring, escalation arrangements and available coverage. We confirm what we can support before making response commitments.
What if the application needs more than maintenance?
We review the evidence and options before treating every issue as routine support. A staged modernisation plan may address a deeper problem. Our software rescue versus rewrite guide explains when to consider repair, partial replacement or a new build. Major work has its own scope and timing.
Can Kitek support our business outside Australia?
Yes. Kitek is based in Melbourne and works with businesses worldwide, including the United States. We can manage onboarding, incidents and delivery remotely. Before support begins, we agree coverage, escalation and communication times around your team’s location and operational needs.
Plan sustainable support
See what growing businesses should expect.
Learn how incident response, maintenance and continuous improvement can work as one service rather than three disconnected queues.
A clear first conversation
Tell us what is getting in the way.
Or email info@kitek.com.au