// Service 02
Software Support
Responsive, documented support for the business applications you depend on, from first-line triage to deep code-level fixes, backed by measurable service levels.
- Drawing
- SRV-02
- Issued by
- Aspire Tech
- Status
- Approved
A Outcomes
What you can expect.
- One accountable team for your business applications
- Measurable SLAs with monthly reporting
- Recurring issues fixed at the root, not just closed
- Runbooks and knowledge base so nothing depends on one person
B Support tiers
Three levels, one team.
L1
Service desk
Ticket intake, triage, password resets, known-issue fixes, user guidance.
L2
Application support
Configuration, data fixes, integration failures, log analysis, workarounds.
L3
Engineering
Code-level defects, root-cause analysis, performance tuning, vendor escalation.
C Service levels
Response times we commit to.
Standard targets, which can be tailored in your support agreement.
| Priority | Example | First response | Resolution target |
|---|---|---|---|
| P1Critical | System down, business halted | < 1 hour | 4 hours |
| P2High | Major feature broken, workaround hard | < 2 hours | 1 business day |
| P3Medium | Partial issue, workaround exists | < 8 hours | 3 business days |
| P4Low | Question or minor request | 1 business day | Scheduled |
Coverage
Business Hours
Mon–Fri, 8:00–18:00 CT
Best for: Internal tools and back-office apps
Coverage
Extended
7 days, 7:00–22:00 CT
Best for: Customer-facing apps with regional users
Coverage
24×7
Around the clock, on-call engineers
Best for: Revenue-critical and regulated systems
? FAQ
Common questions.
Which applications do you support?
Custom web applications, ERP and CRM platforms, Microsoft 365, line-of-business tools and the integrations between them. Ask us about your specific stack.
How do we raise tickets?
Through a client portal, email or phone. P1 issues always go to a phone line staffed by an engineer.
Is there a minimum contract?
Support retainers usually start at three months, including a short onboarding period where we document your environment.
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// Next step
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