Services
Support & Maintenance
Ongoing technical support, bug fixes, enhancements, and annual maintenance contracts for deployed software systems. Third-party software troubleshooting and customisation. Responsive support from the engineers who built the system — not a generic help desk.
Software support is only as good as the people providing it. A support engineer who understands your system architecture, knows your integration points, and has seen your specific operational environment is orders of magnitude more effective than a generic tier-1 help desk working from a ticket queue.
For systems we have built and deployed, our support response comes from the engineers who designed the system — who know why each architectural decision was made, where the complexity is, and how to diagnose issues that a fresh pair of eyes would take days to understand.
We also take on support for third-party developed systems — where the original vendor is unresponsive, has closed down, or where critical issues have persisted unresolved. A manufacturing client's WinForms/Oracle system had year-old unresolved issues from another vendor; we resolved them in 4 weeks.
Proven Track Record
Third-Party Software Rescue — Manufacturing Company
A third-party WinForms/Oracle system had critical unresolved issues for over a year. Previous attempts by other vendors failed. Ath Software resolved all issues within 4 weeks and delivered additional software utilities.
"Given the extensive experience of Mr. Mehal Thakor in SCADA systems, ERP implementation, API integration and related technologies, an engineering plastics manufacturer Limited acknowledges his invaluable contributions." — Project Completion Certificate, November 2023
What We Cover
Annual Maintenance Contracts (AMC)
Structured support agreements covering corrective maintenance (bug fixes), software version updates, configuration changes, and a defined pool of enhancement hours per year. AMC terms define response times for different priority levels — critical plant software gets faster response SLAs than back-office reporting systems. Pricing based on system complexity and required response times.
Corrective Maintenance
Investigation and resolution of software defects — bugs, unexpected behaviour, data integrity issues, and performance degradation. Root cause analysis and fix documentation included. For critical production systems (SCADA, TAS), priority-1 issues are addressed with same-day response and rapid resolution.
Software Enhancements
Adding new features, modifying existing workflows, adding new reports, extending integrations, and adapting software to changed business processes. Enhancement work is scoped individually or through an AMC enhancement hours pool. All enhancements go through structured testing and V&V before deployment.
Third-Party Software Rescue
Diagnosis and resolution of issues in software originally developed by another vendor — including source code analysis, issue identification, and resolution in WinForms, C++, .NET, Oracle, SQL Server, and web application stacks. We have successfully rescued systems where the original developer was unresponsive or the software had been abandoned. Requires access to source code or binaries for analysis.
How Annual Maintenance Contracts Work
We review the current system state, existing documentation, known issues, and integration dependencies before finalising AMC scope and pricing. For systems we did not build, this assessment phase is essential.
Response and resolution time targets are agreed by issue priority — P1 (production-critical), P2 (functional impact), P3 (non-critical). Different response SLAs for SCADA/industrial systems vs. ERP/business software.
AMC typically includes a defined number of enhancement hours per year, usable for small features, report modifications, or configuration changes — reducing the overhead of raising separate purchase orders for minor work.
At AMC start, we document system architecture, integration points, known constraints, and operational procedures — ensuring support is independent of individual engineers' memory rather than dependent on it.
Related Services
Need Reliable Support for Your Critical Software?
Tell us about your system — what it does, who built it, what support issues you currently face, and your response time requirements. We will assess whether we can take it on and propose an AMC that fits.