24/7 Application Support Services

Providing seamless application support is essential for maintaining user satisfaction, ensuring reliable product performance, and minimizing disruptions. Without a well-structured support system, users may experience unresolved issues, delayed resolutions, and unsatisfactory experiences—all of which can undermine business continuity and credibility.

At IAMOPS, we deliver 24/7 L1, L2, and L3 application support tailored for mission-critical systems, including SaaS platforms, eCommerce solutions, and cloud-native applications. Our global support team ensures round-the-clock availability, real-time monitoring, rapid issue resolution, and precise escalation to development teams for long-term fixes.

IAMOPS’ managed application support services are designed for tech companies that prioritize uptime and user experience while reducing operational overhead. From production support and user query handling to incident management and RCA, our approach ensures continuous stability, reliability, and customer satisfaction—every hour of every day.

What’s Included in Our Application Support Services

1

Comprehensive
Support Framework and Incident Handling Strategy

We begin by establishing a structured support system tailored to your application’s needs and user expectations. Our focus is on rapid issue resolution, clear escalation workflows, and user satisfaction.

Our approach includes:

  • SLA-driven response times to ensure consistent and timely resolutions.
  • Setup and configuration of ITSM systems like Jira Service Management, Zendesk, or ServiceNow.
  • Creation of knowledge bases and self-service portals for efficient user enablement.
  • Real-time monitoring of application health and synthetic testing of critical workflows to proactively identify user-facing errors.
2

L1, L2, and L3
Support Implementation

IAMOPS delivers a fully tiered application support structure to resolve issues based on severity and technical complexity, while minimizing downtime and user disruption.

Support tiers include:

  • L1 Support: First-response user assistance, including basic troubleshooting, login issues, and FAQ guidance.
  • L2 Support: Technical problem resolution, log analysis, and application-level troubleshooting for recurring or escalated issues.
  • L3 Support: Escalation of critical bugs and deep system failures to the internal engineering team for fixes and patching.
  • Multi-channel support availability via chat, email, and phone, ensuring accessibility and convenience for end users.
  • Seamless integration with CI/CD pipelines and DevOps workflows for quick diagnostics and automated resolution scripts.
3

Ongoing
Support Optimization and Reporting

Support doesn’t stop at resolution—we continuously analyze and improve the service experience to keep performance high and users satisfied.

Key practices include:

  • Monitoring ticket resolution trends and SLA adherence to fine-tune workflows.
  • Identifying and addressing recurring issues, recommending automation or product enhancements.
  • Delivering regular reports on support metrics, escalation data, and user feedback to drive improvement.
  • Expanding coverage and tools integration based on business growth and evolving user needs.

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.

Stop Reacting. Start Supporting Proactively

IAMOPS takes the burden of production support off your shoulders, giving you peace of mind and predictable application performance. Whether you’re experiencing late-night crashes, error spikes, or unpredictable slowdowns, our team ensures your applications recover fast and your users never feel the pain.

Book a free consultation to learn how our application support services can improve uptime, reduce incident load, and support your growth.

Book a Free Call

Our success stories

Securing S3 with Cross-Account KMS Encryption
Operlynx needed to secure Amazon S3 assets using a key managed by their customer in a separate AWS account. IAMOPS tackled this by implementing cross-account encryption, configuring key policies, and establishing secure S3 access—all while ensuring the solution remained auditable, compliant, and easy to replicate for future needs.
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Secure Azure Infrastructure Redesign with Private Networking
Understand how IAMOPS tackled Skyhaul Logistics’ security challenges by redesigning their Azure infrastructure with private subnets, VPN-based admin access, and structured traffic control—improving security posture, performance, and operational efficiency.
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CI/CD Migration from Octopus Deploy to Jenkins
Explore how IAMOPS enabled Operlynx to cut CI/CD expenses by 70% through a structured migration to Jenkins, enhancing pipeline flexibility, monitoring, and long-term DevOps scalability.
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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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Frequently Asked Questions (FAQ's)

It includes real-time monitoring, incident response, troubleshooting, root cause analysis, and maintenance for live applications across cloud, container, and legacy environments.

IAMOPS uses predefined escalation playbooks. We resolve what we can, escalate what we can’t, and always communicate clearly through your preferred channels.

Yes. We tailor our support to your stack, whether it’s microservices on Kubernetes or a monolithic app on EC2.

Response times vary by SLA, but critical issues typically receive attention within 5 minutes.

No. Our service is scalable and ideal for startups, growing tech teams, and enterprise DevOps organizations alike.

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