Application Support

Providing seamless support to end users is crucial for maintaining customer satisfaction, ensuring smooth application usage, and minimizing disruptions. Without an efficient support system, users may face unresolved issues, service delays, and poor experiences, leading to dissatisfaction and decreased business efficiency.

At IAMOPS, we provide L1, L2, and L3 application support to ensure that end users receive timely assistance, issue resolution, and escalations when needed. Our 24/7 support team handles user queries, technical troubleshooting, and incident management while escalating unresolved issues, such as software bugs, to the appropriate development teams.

How It Works

1

Comprehensive
Support Framework and Incident Handling Strategy

We start by designing a structured support framework to ensure end users receive fast, reliable assistance based on the severity and complexity of their issues.

Examples:

  • We start by designing a structured support framework to ensure end users receive fast, reliable assistance based on the severity and complexity of their issues.
  • Set up SLA-driven response times to ensure fast issue resolution and escalation.
  • Establish a ticketing system (ServiceNow, Jira Service Management, Zendesk) to track and prioritize support requests.
  • Develop knowledge bases and self-service portals to empower users with troubleshooting guides and FAQs.
2

L1, L2, and L3
Support Implementation

Our team provides tiered support to handle different types of user issues while ensuring critical incidents are escalated appropriately.

Examples:

  • L1 Support: Handle basic troubleshooting, user guidance, password resets, and account access issues.
  • L2 Support: Assist with technical problems, analyze system logs, and provide step-by-step resolutions for more complex issues.
  • L3 Support: Escalate unresolved issues, software bugs, and system failures to the client’s development team while ensuring proper tracking and follow-up.
  • Provide multi-channel support via chat, email, and phone to ensure accessibility for end users.
3

Ongoing
Support Optimization and Reporting

Once support operations are in place, we continuously refine processes, improve response efficiency, and analyze trends to enhance the user experience.

Examples:

  • Monitor ticket resolution metrics to optimize support workflows and reduce resolution times.
  • Analyze recurring issues to recommend application improvements or automation of common support requests.
  • Provide regular reports on support trends, user pain points, and escalations for continuous service improvement.
  • Expand support coverage as needed, integrating additional tools and workflows based on customer feedback.

Benefits

Faster and More Reliable User Support

With structured L1, L2, and L3 support, users receive quick, effective resolutions while critical issues are escalated efficiently.

Seamless Escalation and Collaboration

By escalating software bugs and unresolved technical issues to the right teams, we ensure transparency and fast issue resolution.

Improved Customer Experience

A well-defined support system ensures faster responses, reduced frustration, and higher user satisfaction.

Scalable and Data-Driven Support

With real-time monitoring, trend analysis, and continuous improvement, our support services evolve to meet growing business needs.

Our success stories

Kubernetes cost optimization
Optimizing Kubernetes Costs with Kubecost and Karpenter on AWS EKS
IAMOPS helped optimize Kubernetes costs by integrating Kubecost for real-time cost monitoring and Karpenter for dynamic autoscaling on AWS EKS. This solution reduced infrastructure expenses by 30%, improved resource efficiency, and enabled data-driven decision-making with automated scaling and cost visibility.
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Jenkins Upgrade logo
Seamless Jenkins Upgrade for Enhancing Security, Performance and Cost Efficiency
IAMOPS successfully upgraded Virora’s Jenkins environment without downtime by implementing a seamless transition strategy. By leveraging AWS snapshots, WAR file upgrades, and plugin updates, the migration enhanced security, improved performance, and ensured continuous CI/CD operations.
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CI/CD for Data Migrations
Enhanced CI/CD for Data Migrations and Deployments in Core Back-end
IAMOPS streamlined Finariq’s CI/CD process by automating data migrations, integrating ArgoCD for application sync, and adopting a "Build Once, Deploy Everywhere" approach. The optimized pipeline reduced build times by 66%, eliminated manual intervention, and enhanced deployment reliability.
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AWS Graviton RDS
Migrating to AWS Graviton RDS for 25% Cost Savings and 20% Faster Queries
IAMOPS migrated the organization’s RDS instances to AWS Graviton, improving performance by 20%, reducing latency by 30%, and cutting operational costs by 25%. The transition enhanced scalability, security, and long-term efficiency.
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AWS Cost Optimization with Terraform
Strategic Resource Allocation and Cost Optimization on AWS Using Terraform
IAMOPS optimized Agrivon’s AWS infrastructure by consolidating load balancers, standardizing deployments, and restructuring ECS clusters, reducing operational complexity and costs. With Terraform-driven automation, the solution cut resource costs by 30%, improved deployment times by 40%, and streamlined cluster management by 50%.
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Reduce Latency with AWS Lambda
Reducing Data Synchronization Delays by 83% with AWS Lambda
IAMOPS implemented an event-driven solution using AWS Lambda and S3, cutting data synchronization delays from 30 to under 5 minutes, achieving 95% error reduction, and ensuring 99.9% system uptime.
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Automation of Testing Environments
Automating On-Demand Developer Environments for Preview and Testing
IAMOPS implemented automated, on-demand developer environments using AWS EKS, Helm, and Karpenter. The solution eliminated resource contention, improved team collaboration, reduced manual provisioning efforts, and optimized costs by stopping idle environments.
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Automating Puppeteer and CF-Scraper
Automating Puppeteer Version Check and CF-Scraper Deployment Using Jenkins
 IAMOPS automated Puppeteer version tracking, Docker image updates, and CF-Scraper deployment using Jenkins, reducing manual effort, accelerating deployments, and improving operational efficiency.
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Redash Migration to ECS Fargate
Redash Migration to ECS Fargate for Enhanced Performance and Reliability
IAMOPS migrated Sociavia's Redash application from EC2 to ECS Fargate, automating certificate renewal, improving query performance by 30%, and reducing status check failures by 90%, leading to greater reliability and operational efficiency.
Read More

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