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Support Services

In challenging economic times, customers are seeking new ways to reduce the cost of supporting their critical applications and middleware environments without increasing risk.

Supporting these environments is a business function that often raises worrying questions for organisations:

Do we have adequate support for all tiers of our application infrastructure?

Support the Solution

Icon has helped many organisations address these concerns. We work with customers to understand where support is lacking or where cost can be reduced. From there we develop a tailored support solution, often working alongside your internal support team or 3rd party support organisations.

Hence our “Solution Support” is a service covering more than just the underlying technology, but instead Icon will support an entire solution by understanding it in detail and keeping on top of the configuration and setup specific to the customer. That way, if a production issue occurs, Icon already understands the background and the context, and can investigate and resolve the problem quickly and efficiently.

For example, Icon provides a middleware support service for customers running products from the IBM WebSphere stack. IBM will support the base product, but should they receive a support call they will only look for faults within their own product, or configuration for that product which might help. For all but the simplest environments they will need to spend time learning the system from scratch each time – learning, for example, what queue managers are in place, what they communicate with, what configuration has been done, and what custom code has been written.

The ability to call on one single support service which is always kept up to date on your solution is of huge benefit to our customers. We ensure that the right support people are available, and that they have all the background knowledge they need to be able to resolve problems quickly and efficiently. When a call comes in Icon will already have a solid understanding of the complete solution you have in place, and can not only work more quickly because of that, but also think intelligently around the problem - for example, if one machine is down, Icon may understand that a second one can be quickly reconfigured to provide a temporary fix while the underlying problem is resolved, and what the implications of that might be to other systems.

Proactive Support

At Icon we don’t see support as an entirely reactive function; in most cases our support solution will involve proactive status checks, analysis of new systems, and deployment of new patches and software releases as they are required.

Getting Started

Please contact us to arrange a no obligation application support assessment. Our Support Services team will arrange a telephone interview to gain a better understanding of the environment you want support for. From this we will produce an initial annual support estimate for your consideration.