Application Maintenance & Support

Support and Maintenance do not have to mean compromise in technical excellence and thought leadership.

As the role of technology in business changes from business enabler to business transformer, the range and complexity of systems and the dependence on them will only increase. Today’s IT organizations must address the need for stability, performance and functionality across an ever-increasing range of legacy, hosted and proprietary systems – and to do so in a way that unlocks system potential without additional cost burdens.

Today’s support challenges demand new models that are not based on resource numbers alone. Teams now need to have a deep understanding of the business, of the ERPs and packaged solutions in play, of ITIL® and Agile processes, and of the industry best practices. They also require a deeper level of integration with the ASM & Infrastructure, Development, and Testing teams.

Support requirements at this level are as much about increasing productivity as they are about maintaining/improving the quality of services. While classic SLA models track request-to-resolution metrics, they no longer provide enough actionable value to organizations. Next generation support is moving toward integrated development-test-support KPI environments designed to both track and improve results simultaneously.

EPAM advantage

With a dedicated Support & Maintenance department, EPAM has significant and direct experience in the support and maintenance of complex applications, platforms, and solutions - both 3rd party and those developed by EPAM.

Our experience has taught us that, to be successful, a support program must:

  • Maintain a well-balanced team of talented and experienced engineers who are professional, easy to work with and strong communicators
  • Utilize a comprehensive set of tools covering all stages of application support and maintenance, configured and integrated with our clients' tools
  • Follow reliable processes, policies and procedures so that resources can be added smoothly, requests, incidents, and tasks can all be performed and tracked closely, and key metrics/SLAs can be continuously monitored and refined

EPAM services

Throughout the entire application life-cycle we provide a range of services including:

  • Application Assessment and Audit (Architecture, Design, Performance)
  • Application Support: Incident Investigation, Troubleshooting, and Management
  • Application Maintenance: Problem Management and Root Cause Analysis (RCA)
  • Application Enhancement: Request for Change (RFC) Implementations, Functional Uplift
  • Application Performance Monitoring, Management, and Tuning
  • Release and Deployment Management integrated with Application Systems Management, Development and QA services
  • Preventive and Proactive Maintenance and Support
  • Application Transition and Consulting Services
  • Service Management utilizing HP, MS, EPAM, and other 3rd party tools

EPAM’s engineering talent pool from Russia, Ukraine, Belarus, Poland, and Hungary leverage the intellectual, cultural, and multilingual capabilities of the CEE region.


ITIL® is a registered trade mark of AXELOS Limited

Featured Case Study

As an experienced outsourcing services “consumer”, the Company is continually looking for more effective ways to enhance the transparency, flexibility and resiliency of their IT operations. With a strategic view to the relationship, EPAM established a dedicated Center of Excellence (CoE) with the Company to develop and refine a Managed Delivery Model for them that would maximize innovation and further streamline the development processes being used there.

White Paper

Support of FIX Applications and Solutions

Support of FIX applications and solutions is no longer secondary when you strive to keep your FIX-related TCO as low as possible. The white paper below describes EPAM’s approach to all-inclusive product operation focused on 3-level maintenance as its integral part.

Featured Case Study

EPAM Service Portal fully covers ITIL® processes such as incident, service calls, problem and quality management. What’s more, ESP is used for servicing both internal and external users of EPAM’s systems. The portal offers EPAM’s customers unique service catalogues, customised design and flexible access rights.