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Optimisation

IT Technical Support and Maintenance Services

Flawlessly manage technical issues and periods of systems change while keeping your core team focused on service, with ELEKS advanced IT support and maintenance services.
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What you get with IT technical support from ELEKS

ELEKS' IT technical support and maintenance services provide comprehensive assistance and protection for your IT solutions by identifying problems and potential risks and ensuring swift resolutions that minimize downtime and revenue loss. We help you adapt to changes in your operational environment and IT infrastructure so your systems continue to operate seamlessly, even in a dynamic landscape.

We offer two levels of support: L2 for quick recovery from failures and L3 for addressing fundamental software issues. With our robust support framework, you'll reduce IT systems' total cost of ownership (TCO), allowing your in-house team to focus on core business activities while we manage your IT infrastructure, including after-hours support.

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What we do

What our IT technical support and
maintenance services cover

Once you’ve reported a problem, our team will isolate the cause of the issue and resolve it as soon as possible. In addition, we can set up monitoring tools and proactively react to any incidents and potential issues, resolving them before your users ever notice. We offer two levels of technical support:
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L2 Technical Support

We’ll help you quickly get back on your feet following a systems failure, without making any changes to your software code. Our L2 service covers:

  • Applications
  • Databases
  • Integration points
  • Related environment components
  • Virtual
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L3 Technical Support

We’ll appoint a team of experts to help you solve advanced software issues and make improvements, by changing your program code. Our L3 service covers:

  • Bug fixes
  • Security and performance issues
  • System compliance checks
  • Updates to integration interfaces
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Customer feedback

It took a leap of faith on both sides to engage in this contract. And it took a lot of work and commitment on your side to make it work remarkably smoothly. We could not have achieved such a smooth transition without you and your teams. I call it a success and it has been, in large part, thanks to ELEKS.
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Fulcran Perier
Acting CIO during transformation
This migration was part of a bigger transformation program for IXM and presented both technical and functional challenges. Many complex reports being the basis of daily business operations, all had to be upgraded, verified and released without impacting operational continuity. Thanks to excellent project management, strong partnership and sheer commitment, this endeavor landed seamlessly and successfully.
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Romain Désigaud
Head of IT, IXM
Those who work with ELEKS gain well-coordinated teams and the combined expertise and experience of more than 30 years of successful software development, ultimately strengthening their own organisation. ELEKS’ level of commitment is incredible. Over the years, it has acquired a deep knowledge of our systems and processes, and I can see that they really care about extending what we have built in the right way. The platform, developed and operated with ELEKS, is the foundation on which we became one of the 50 fastest-growing software companies in Germany.
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Dr. Florian Fuchs
CTO
InSight needed a solid team with a perspective on the programming changes in order to facilitate new improvements. We onboarded ELEKS to assist us on developments we had been stalled on during 2020. They were very helpful and talented in addressing some key issues as well as re-building and re-modeling our platform. By building the capacity with ELEKS, we have been also preparing for a future with more advanced features and applications that stem from the 2021 workload that they performed.
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Dr. Neil DeBuse
Owner
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Keep your systems running smoothly with IT technical support from ELEKS
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Service benefits

How our IT support and maintenance
services benefit your business

01
Protect your IT solution
We’ll help you identify problems and potential risks with your IT solution, then provide a swift resolution that gets you back up and running quickly, reducing revenue loss. We help you adapt to environmental, IT infrastructure and integration point changes, so your systems maintain operations even in a changing landscape.
02
Reinforce your skills
We’re equipped with expert knowledge across multiple technological specialisms. So we’re well-placed to help you overcome technical issues, while also providing an integral advantage during periods of digital change. We’ll set up a knowledge base that ensures faster incident resolution and easier self-service for your end-users, so you’ll be ready to react to future change – sudden or otherwise.
03
Overcome complex issues
Our IT technical support and maintenance services offer two levels (L2 and L3) of support. The first gets you back on your feet quickly, following a failure. The second offers the most fundamental level of support for complex issues – helping you improve software by changing your program code.
04
Reduce TCO of IT systems
Our years of expertise ensure a smooth setup and robust support framework, allowing you to reduce TCO, as well as benefitting from faster issue resolution, better customer feedback and reduced expenditure on systems maintenance.
05
Transfer and manage duties and risks
Your in-house team can stay engaged with your core business, while we take care of your IT infrastructure. We’re also on hand to provide after-hours support, for those unforeseen circumstances.
Case studies

Our support services success

L2 Support of a Cloud-Based Aircraft Flight-Optimisation Product
pace
L2 Support of a Cloud-Based Aircraft Flight-Optimisation Product
Cloud app achieved 99.99% effective uptime
L2 support model optimised human resource and cost
View case study
Knowledge Transfer and Support of Pharma IT Infrastructure
acino
Knowledge Transfer and Support of Pharma IT Infrastructure
Providing support for 30+ software solutions and 300+ servers
2 months time constraint for knowledge transfer
View case study
Seamless Migration of SAP BusinessObjects platform for a Global Metals Trading Enterprise
ixm
Seamless Migration of SAP BusinessObjects platform for a Global Metals Trading Enterprise
Seamless switchover with zero trading downtime
Reports refreshed 20% faster
View case study
L2 support for an event automation solution
doo
L2 support for an event automation solution
doo quickly gained more than 1600 notable German clients
platform secured doo a place on Deloitte’s Technology Fast 50
View case study
L2 & L3 support for the digital tool that tracks the European gas market
Duration - 02:00
L2 & L3 support for the digital tool that tracks the European gas market
Data integration of over 60 independent sources for smarter decision-making
Streamlines workload of key market actors, with excellent user feedback
View case study
L2/L3 Support and Enhancement of an Agriculture Analytics Platform
inSight
L2/L3 Support and Enhancement of an Agriculture Analytics Platform
Increased stability and usability of the analytics platform
Enhancements prolonged the economic life of the platform
View case study
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What our customers say

The breadth of knowledge and understanding that ELEKS has within its walls allows us to leverage that expertise to make superior deliverables for our customers. When you work with ELEKS, you are working with the top 1% of the aptitude and engineering excellence of the whole country.

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Sam Fleming
President, Fleming-AOD

Right from the start, we really liked ELEKS’ commitment and engagement. They came to us with their best people to try to understand our context, our business idea, and developed the first prototype with us. They were very professional and very customer oriented. I think, without ELEKS it probably would not have been possible to have such a successful product in such a short period of time.

Caroline Aumeran
Caroline Aumeran
Head of Product Development, appygas

ELEKS has been involved in the development of a number of our consumer-facing websites and mobile applications that allow our customers to easily track their shipments, get the information they need as well as stay in touch with us. We’ve appreciated the level of ELEKS’ expertise, responsiveness and attention to details.

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Samer Awajan
CTO, Aramex
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