Application Support
Production support for critical business applications with SLAs, monitoring and disciplined releases.
Start with a focused review of KBs, production constraints, and upgrade risk.
What this engagement helps you secure
Structured application support with clear SLAs and senior ownership
We provide a disciplined support service that covers incidents, releases and monitoring, so your critical systems stay stable without heroics.
Faster incident response
Agreed SLAs and a clear queue mean incidents are triaged and resolved without hunting down the right person.
Safer releases
Hotfixes and minor changes go through regression checks — fewer surprises in production.
Reduced key-person risk
Runbooks, rotation and knowledge transfer mean your systems don't collapse when someone is away.
Key benefits
What teams gain first
The first wins should be visible, structured, and tied to lower delivery risk.
Faster incident response
Agreed SLAs and a clear queue mean incidents are triaged and resolved without hunting down the right person.
Safer releases
Hotfixes and minor changes go through regression checks — fewer surprises in production.
Reduced key-person risk
Runbooks, rotation and knowledge transfer mean your systems don't collapse when someone is away.
Operational visibility
Monitoring, alerts and weekly reviews give you a real picture of system health — not just incident reports.
The challenge
Critical applications that depend on one or two people to stay alive
Problem
The problem
When critical applications have no structured support, every incident is a crisis and every release feels risky.
- xIncidents take too long because nobody truly owns them
- xHotfixes create new bugs; releases feel risky and unpredictable
- xMonitoring is weak — issues are found by end users, not your team
- xKnowledge lives in a few people; onboarding new staff is slow
- xNo clear way to prioritize small changes against active incidents
- xNeed sustained GeneXus development bandwidth without the overhead of hiring, licensing and cloud infrastructure setup
Solution
The solution
We provide a disciplined support service that covers incidents, releases and monitoring, so your critical systems stay stable without heroics.
Outcome
- +Triage and resolve incidents with agreed response times
- +Deliver hotfixes and minor evolutions with regression checks
- +Set up monitoring and alerts for critical flows and jobs
- +Maintain runbooks and documentation specific to your KB and environments
- +Rotate engineers for continuity and reduce single points of failure
- +Provide dedicated GeneXus development capacity with managed Azure cloud infrastructure — certified developers with licensing and environments included, for companies that need ongoing build bandwidth rather than incident-only coverage
How we work
Our approach
Controlled delivery with senior engineers who know your stack.
Onboarding
We review your KBs, environments and critical flows, then define SLAs and set up the shared incident queue.
Steady coverage
We run the support queue, resolve incidents and deliver small changes with predictable cadence.
Continuous improvement
We refine runbooks, reduce recurring issues and transfer knowledge so your team gains capability over time.
Proof points
Measured outcomes
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Fewer incidents
Quarter-over-quarter reduction for a bank maintaining channels during a core migration — structured support with clear incident ownership drove the improvement
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Incident response SLA
Target acknowledgement and triage time for urgent incidents under the support agreement
0–2 weeks
Time to active coverage
Typical time from scope call to open support queue — depends on KB access and tooling configuration
Structured application support is the difference between incidents managed as crises and incidents handled as disciplined operations. This service replaces hero-dependent patterns with agreed SLAs, maintained runbooks and a shared queue your team can see and trust.
Proof from the field
During a regional bank's core migration, Eximus provided structured application support covering incidents, runbooks and release discipline for critical channels. The result: zero unplanned downtime during the migration window and 32% fewer incidents quarter over quarter. See the Resilient Digital Banking case study for the full account.
What we bring
Support engineers who know GeneXus and banking application patterns — not a generic helpdesk. We own incidents through to resolution, run regression checks before every hotfix and maintain the runbooks that make the next incident faster to resolve.
Related solution
This service is part of a broader solution
Related solution
Business Continuity & ResilienceViewEditorial perspective
Context on this topic
What to protect in the first months after a GeneXus migration so production does not drift into regressions.
GeneXus support after migrationReadFAQ
Common questions
Next step
Need steady application coverage?
We start with a short call to understand your support gaps and set SLAs, then open a shared queue to begin coverage.