What is the Difference Between App Support and Tech Support?

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Once your custom software application is running, you surely want to keep it that way. With a partner like Augusto, you benefit from both app support and tech support teams.

What is the difference between app support and tech support?

App support teams are proactive. They ensure systems and applications run smoothly by identifying problems and deploying smart solutions. Technicians actively monitor your software and databases. They’re highly skilled in SQL, Java, front-end development, and .NET languages.

On the other hand, tech support teams are reactive. Think of it as the help desk. Their strengths lie in networks, systems, and other infrastructure.


How does Augusto ensure I have the correct technician handling each job?

Augusto support service representatives are available via ticketing, email, or chat. And you can trust that your support issues are triaged to ensure the correct technician handles each job.

At Augusto, we offer level 1, 2, and 3 technical support, which means you don’t have to diagnose your problems. We have the experts to help. When an issue arises, contact the Augusto helpdesk.

Level 1: A trained operator helps diagnose your problem, using handbook solutions to resolve the issue. Most issues are easily resolved this way. However, if a solution cannot be found, the issue is elevated to the next level.

Level 2: A technical expert with deep knowledge of the application assesses the issue and works to identify a solution. If a solution cannot be found, the issue is elevated to the next level.

Level 3: An engineer or programmer is called upon to recreate the issue and develop a solution. All new fixes are documented in the handbook for future use by Level 1 and 2 operators.


Don’t let your hard work developing a custom software application go to waste.

Protect your new investment and your business today! Call Augusto for fast, convenient, and seamless application support.

Our expert team is willing and ready to ensure your application is properly supported. Give us a call today.

SPECIAL OFFER:

FREE Custom Software Application Evaluation from Augusto!

If you have a custom software app, you need Augusto’s Application Support Service. Your app’s performance directly impacts your business’s performance. Which is why proper support is so important. But how can you tell if your app is being properly supported or not?

For a limited time, Augusto is offering a FREE custom software application evaluation. This service (regularly $3,000) includes:

  • Review of your application’s business case
  • Assessment of your application’s technology
    An architectural diagram illustrating how your application’s system works
  • Identification of the challenges currently facing your application that are impacting your day to day (i.e. security threats, down time, and bugs).
  • Suggestions for areas of improvement
  • Next steps for proper support so you can ensure your application remains agile and adaptive to your business.

Having a comprehensive understanding of how your custom software application operates and is connected will save your business time and money. Claim your FREE application evaluation today. Terms and conditions apply.

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