In the post-launch period, within a maintenance agreement, we manage support, defect management, SLA tracking, performance monitoring and continuous-improvement processes. This keeps the solution secure, sustainable and producing value over the long term.
We Manage Post-Launch Support and Continuous Improvement Through a Maintenance Agreement
Our delivery approach does not end at go-live. In the post-launch period, a maintenance and support process is structured to keep the solution healthy, support users, manage defects, monitor performance and handle new needs in a controlled way.
At this stage, within the maintenance agreement defined with the customer, the support scope, service levels, response times, reporting cadence, maintenance responsibilities and improvement mechanism are clarified.
The goal is to ensure that the solution taken live keeps producing value in a sustainable, secure, up-to-date way aligned with business goals.
This Phase at Unitic
The live system is monitored; requests are prioritised by impact and urgency. Maintenance and operations are not piled onto go-live; they run with separate ownership and separate evidence.
The product guide and glossary are regularly compared with the live screens; every change that alters a screen updates the guide at the same time.
Techniques Used
- Maintenance agreement model
- SLA / OLA definition
- Incident management
- Problem management
- Service request management
- Change management
- Defect management
- Root cause analysis
- Priority / severity matrix
- Monitoring and alerting
- Application health check
- Performance review
- Security patch management
- Version upgrade planning
- Release management
- Technical debt management
- Continuous improvement backlog
- User feedback analysis
- Analytics review
- Support reporting
- Periodic service review
- Knowledge base management
Maintenance Agreement Approach
To keep every solution taken live running sustainably, the maintenance and support model is clarified up front. The maintenance agreement defines which services will be provided, which situations fall within support scope, the response times, the reporting cadence and the responsibilities.
Thanks to this approach, the post-launch period stops being an uncertain support process and turns into a measurable, manageable service model with clear mutual expectations.
Areas Clarified in the Maintenance Agreement
- Support scope
- Out-of-scope support topics
- Support channels
- Working hours
- Critical defect definition
- Priority levels
- Response and resolution times
- SLA expectations
- Reporting period
- Maintenance responsibilities
- Update and patch approach
- Method for handling change requests
- Separating new development requests from maintenance scope
- Periodic meeting and review cadence
SLA and Prioritisation
Within the maintenance agreement, defects and support requests are classified according to their impact and urgency. This way issues affecting critical business processes are handled first, while low-priority requests are managed in a planned way.
Sample Priority Levels
P1 — Critical · The whole system or a critical business process is down.
P2 — High · An important function is not working or seriously affects the user experience.
P3 — Medium · A defect with a workaround, or a problem affecting a limited user group.
P4 — Low · A minor bug, a visual adjustment or a low-impact improvement request.
Sample Deliverables
- Maintenance agreement scope
- SLA document
- Support model
- Priority / severity matrix
- Defect and request management process
- Support channel definition
- Maintenance responsibility matrix
- Periodic support reports
- Incident records
- Problem analysis reports
- Root cause analysis outputs
- Performance reports
- Security and patch plan
- Version plan
- Technical debt list
- Improvement backlog
- New development request list
- Periodic service review report