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ORELSIS
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Service

Maintenance and support

We stay with you after your software goes live

Software maintenance and support is an ongoing service that keeps live software running reliably, securely and up to date.

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ORELSISSupport

Support tickets · this week

Export as CSV
SUP-2291Report export slowP23 h leftIn progress
SUP-2290Label printer connectionP1Resolved · 38 minClosed
SUP-2288New user roleP42 daysQueued
SUP-2286Release 4.12 updateP3Planned · SatScheduled
SUP-2284Backup verificationP3ResolvedClosed
5 of 5 recordsThis month: first response avg. 14 min · resolution avg. 6.2 h · SLA met 98%1–5 / 5
Scope

What we do

Software maintenance and support is an ongoing service that keeps live software running reliably, securely and up to date. ORELSIS provides bug fixing, updates, performance monitoring and user support for OREL products and the custom software it builds. Service scope and response times are defined by contract according to your needs.

What we deliver
  1. 01Support ticket management and prioritisation
  2. 02Bug fixing and patch releases
  3. 03Security and version updates
  4. 04Performance and availability monitoring
  5. 05Backup and recovery plan
  6. 06Periodic status reports
Process

Four steps, measurable progress

  1. 01

    Define the scope

    We set out the systems covered, service hours and response times in the contract.

  2. 02

    Take over

    We take over systems, documentation and access, and set up monitoring and backup.

  3. 03

    Support

    We resolve requests by priority and apply regular updates in planned maintenance windows.

  4. 04

    Improve

    We analyse recurring issues, propose permanent improvements and report on a regular basis.

Technology

The technology we use

On every project we pick mature, open technologies that fit the job — never locking you into a single vendor.

Our architecture

Infrastructure

04
  • DockerPortable, repeatable deployment
  • KubernetesScaling on-premise or in the cloud
  • CloudCloud, hybrid or fully on-premise
  • ObservabilityLogs, metrics and alerts

Data

04
  • PostgreSQLTransactional master data
  • TimescaleDBTime-series sensor data
  • KafkaEvent streams and integration
  • Object storageDocuments, images and archives

Applications

04
  • ReactWeb interfaces and dashboards
  • React NativeiOS and Android from one codebase
  • QtDesktop and operator terminals
  • REST / gRPCOpen, documented APIs

Languages

05
  • C++Real-time field and machine software
  • GoHighly concurrent services and gateways
  • PythonData science, AI and automation
  • TypeScriptWeb apps and admin consoles
  • RustSafety-critical, low-level components
FAQ

Frequently asked questions

Yes. We first carry out a technical review of the code and infrastructure. Then we agree on a takeover plan and support scope with you.

Requests are logged through our support channels and handled by priority level. Channels and response times are defined in the contract.

A maintenance agreement covers bug fixing, updates and support. New features are scoped separately, or development hours are added to the agreement.
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With you end to end

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