Technology evolves, and so do your business needs.
Technology issues are inevitable. What matters is how quickly they are resolved and how well your systems are maintained over time. Our Technology Support service, delivered through the Service Desk platform, provides a structured framework for managing incidents, service requests, and ongoing system maintenance.
Our team works with you to keep your applications secure, stable, and performing at their best, while giving your organisation clear visibility into support activity and system health.
Who should use this service
This service is designed for organisations that rely on software systems to run their operations and need reliable ongoing support.
- Your business relies on custom applications or integrated systems.
- You need a structured way to manage support issues and incidents.
- You want expert developers available when problems occur.
- You want proactive maintenance to prevent outages or failures.
- You want visibility into support activity and system performance.
Benefits of Ongoing Support
- Ensure long-term security, stability, and performance of your systems.
- Minimise downtime with proactive monitoring and rapid issue resolution.
- Scale and evolve your technology to meet changing business needs.
- Receive expert assistance for upgrades, integrations, and new feature development.
- Peace of mind knowing your applications are continuously optimised and secure.
How Ongoing Support & Maintenance Works
Our support and maintenance services are delivered through the 4mation Service Desk, giving your organisation a clear process for logging issues, managing requests, and maintaining the health of your systems.
We work closely with your team to monitor performance, address vulnerabilities, and implement necessary updates to ensure your systems remain efficient and secure. From minor fixes to major enhancements, we are here to support your long-term success.
Our process
1
Proactive Monitoring & Issue Resolution
• We continuously monitor your system’s performance, uptime, and security, ensuring potential issues are identified before they become major disruptions.
• Real-time alerts and automated monitoring help us track and resolve bottlenecks, slowdowns, or vulnerabilities that could affect operations.
• Our team actively troubleshoots and fixes emerging issues, ensuring your business remains uninterrupted and fully functional.
2
Regular Updates & Optimisation
• We manage and deploy software updates, security patches, and enhancements to keep your applications safe and up-to-date.
• Performance optimisation strategies are implemented, fine-tuning your system to run at peak efficiency.
• We identify and address outdated dependencies, framework upgrades, and compliance-related adjustments to ensure longevity and stability.
3
Feature Enhancements & Scaling
• Our team supports continuous development efforts by introducing new functionalities and refining existing ones based on user feedback and evolving business needs.
• We help scale your infrastructure, whether it’s adding more server capacity, optimising databases, or improving load balancing to accommodate business growth.
• Seamless integration of new features ensures your system remains agile and adaptable to changing requirements.
4
Dedicated Support & Reporting
• Gain access to expert troubleshooting and on-demand technical support to resolve urgent issues efficiently.
• We provide structured reporting on system health, including performance trends, security insights, and recommended action plans.
• Regular review meetings ensure transparency, allowing you to make data-driven decisions regarding system improvements and future enhancements.
Packages
Essential
Business Hours
(M-F | 9am–5pm)
12 month minimum
- SLA (P1) ≤ 8 hrs
- Incidents Included = 2
- # of Applications = 1
- # of Users = 1
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
$1,800
Active
Business Hours
(M-F | 9am–5pm)
12 month minimum
- SLA (P1) ≤ 4 hrs
- Incidents Included = 5
- # of Applications = 2
- # of Users = 2
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
$3,800
Proactive
Extended Hours
(M-F | 8am–8pm)
12 month minimum
- SLA (P1) ≤ 2 hrs
- Incidents Included = 15
- # of Applications = 4
- # of Users = 5
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
$5,800
Enterprise
All Hours
24 x 7
12 month minimum
- SLA (P1) ≤ 30 mins
- Incidents Included = ∞
- # of Applications = 8
- # of Users = ∞
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
Bespoke
* All prices are billed monthly & exclude GST
* Out of Scope projects are billled on a Time & Material basis
* All service desk engagements are a minimum 12 month contract
About us
Our team draws on 24 years of experience working with a diverse range of clients, from Australia’s fastest growing companies and State Government Agencies to global Fortune 500 organisations. We have grown into an award-winning company with over 50+ staff, all sharing the same drive to deliver great outcomes and solutions for our clients.
Book a free consult with a member of our C-suite
FAQs
1
Why do I need ongoing support and maintenance for my systems?
Technology evolves rapidly, and without regular updates and monitoring, your systems can become vulnerable to security risks, performance issues, and downtime. Ongoing support ensures your digital assets remain optimised, secure, and aligned with your business goals.
2
What kind of businesses benefit from this service?
Any business that relies on digital platforms, AI solutions, or applications can benefit. Whether you’re a startup or an enterprise, ongoing support helps maintain system stability, security, and scalability.
3
How often will my systems be monitored?
We provide continuous monitoring to identify and resolve issues proactively. Depending on your support package, you’ll receive real-time monitoring and rapid response to any potential disruptions.
4
What happens if an urgent issue arises?
Our team offers on-demand support to resolve critical issues swiftly, minimising downtime and ensuring business continuity. Our response times depend on your selected support package.
5
Can you help with adding new features to my application?
Absolutely. Our support packages include feature enhancements, helping you scale your application and introduce new functionalities based on user needs and business growth.
6
What types of support tickets can be raised?
The Service Desk supports three types of requests:
• Incidents – something is broken or not working as expected
• Service Requests – access changes, configuration updates, or technical assistance
• Enhancements – improvements or new functionality
7
What systems can Application Support cover?
Application Support can cover:
• custom software platforms
• integrations and APIs
• internal business systems
• customer portals and websites
• cloud-hosted applications
