HQ
United States
North America
Application Support
Keep Your App Stable, Secure & Running.
SLA-backed PowerBuilder support — P1 critical response in 30 minutes.
L1 / L2 / L3 Support · P1 ≤ 30 min · Bug Fixes · Patches · SLA Reporting
Support Structure
L1 First-Line → L2 Technical → L3 Expert Escalation · Incident lifecycle managed end-to-end
What's Covered
Bug fixes & patches · Minor enhancements · Monitoring & health checks · Monthly SLA reporting
- L1/L2/L3 Support
- P1 ≤ 30 Min
- Bug Fixes & Patches
- Incident Management
- SLA Reporting
What We Deliver
End-to-End PowerBuilder Support
From the moment an incident is raised to full resolution and documentation, we own the entire support lifecycle for your PowerBuilder application.
Bug Fixes & Patches
Diagnose and fix defects, apply security and compatibility patches, and keep your application stable.
Incident Management
Log, triage, and resolve incidents with clear communication and agreed response and resolution targets.
Minor Enhancements
Small feature tweaks, configuration changes, and quick wins that don't require a full project.
Monitoring & Health
Proactive checks, performance monitoring, and recommendations to avoid downtime before it happens.
Documentation & Knowledge
Update runbooks, document fixes, and transfer knowledge so your team handles common cases independently.
SLA-Backed Support
Defined response and resolution times so you know exactly what to expect when you need us.
Support Structure
Three-Tier Support Structure
L1
First-Line Support
First response
- Receive and log all incoming tickets
- Initial impact & priority assessment
- Resolve known / recurring issues
- User guidance and workaround provision
- Escalate to L2 when root cause needs investigation
L2
Technical Support
Deep-dive
- Deep-dive application and log analysis
- PowerBuilder source code debugging
- DataWindow and database query fixes
- Patch development and regression testing
- Escalate to L3 for complex architectural issues
L3
Expert Escalation
Architecture
- Root cause analysis for recurring failures
- Architecture-level defect investigation
- Database integrity and migration issues
- Third-party integration and API failures
- Appeon / PowerServer platform-level issues
SLA Matrix
Response & Resolution Targets
Every ticket is classified at intake. Priority governs the committed response time and the target resolution window — both tracked and reported monthly.
| Priority | Impact | Examples | Response Time | Resolution Target |
|---|---|---|---|---|
| P1 – Critical | Production system down | App crash, DB connection failure | ≤ 30 minutes | ≤ 4 hours |
| P2 – High | Major functionality impaired | Key module errors, DataWindow failures | ≤ 2 hours | ≤ 8 hours |
| P3 – Medium | Partial functionality, workaround available | Slow performance, non-critical errors | ≤ 4 hours | ≤ 2 business days |
| P4 – Low | Minor / cosmetic defect | UI formatting, label text errors | ≤ 1 business day | ≤ 5 business days |
Incident Lifecycle
From Ticket to Closed
1
Ticket Raised
2
L1 Triage
3
Investigation
4
Fix & Test
5
Deployment
6
User Confirmation
7
Closed & Documented
Is This Right for You?
When to Consider Application Support
In-house PowerBuilder skills are limited or leaving
Production issues take too long to resolve
You need predictable response times with SLA guarantees
You want internal teams focused on new work, not firefighting
You need patches and upgrades but lack bandwidth
You want a single point of contact for all PB issues
Case Studies
Application Support, Real Outcomes
Two recent engagements replacing ad hoc PowerBuilder support with structured, SLA-backed coverage.
No case studies found.
