Application Operations

Stable and secure operation of business applications, including update management, interface monitoring, and structured incident handling to ensure continuously available business processes.

Target Group

Companies and public institutions with business-critical applications (e.g., ERP, HR, finance, production, or industry-specific software) that aim to ensure professional application operations.

Challenges

Business applications are often at the core of organizational processes. Lack of operational ownership, unclear update procedures, unmonitored interfaces, and long response times in the event of incidents lead to productivity losses and increased risk of business interruptions.

Scope of Services

Operation and monitoring of business applications
24/7 monitoring of application services and processes
Update and release management
Coordination of vendor patches
Interface and job monitoring
Incident and problem management
User and service desk support (2nd level)
Performance analysis and optimization
Backup and restore coordination
Operational documentation and service reporting

Service Levels (SLA)

Application availability up to 99.9%
24/7 monitoring
Response time for critical incidents: ≤ 30 minutes
Response time for standard incidents: ≤ 4 hours
Support hours: weekdays 8 a.m.–6 p.m., optional 24/7
Regular availability and incident reports

Technical Components

Operating systems (Windows / Linux Server)
Application platforms (.NET, Java, web servers, middleware)
Interfaces (API, web services, MQ, ETL)
Databases (Oracle, SQL Server, PostgreSQL)
Monitoring and logging tools
Ticketing and ITSM systems
On-premises or cloud infrastructures

Customer Benefits

High availability of business-critical applications
Fast incident resolution
Predictable update and maintenance windows
Relief for internal business and IT teams
Transparent operational processes
Scalability for growing usage

Extension Options

24/7 application operations
Proactive performance tuning
Release and test management
Automated deployments (CI/CD)
Cloud migration of the application
Vendor communication and license management

Pricing Model

Monthly flat rate per application
Tiered pricing based on criticality, number of users, and SLA
Additional services (24/7, releases, on-site support) billed separately

Onboarding & Implementation

Assessment of the application landscape
Definition of operational and update processes
Setup of monitoring and interface checks
Alignment with software vendors
Transition into regular operations
Documentation and knowledge transfer