Maintenance and Support

This includes activities to ensure software applications continue to run smoothly and evolve over time. It involves:

Bug Fixes: Resolving issues or bugs that arise post-release.
Updates & Patches: Regular software updates to add features, improve performance, or enhance security.
Technical Support: Providing help and troubleshooting to users experiencing problems.
Enhancements: Upgrading features or functionality based on user feedback or new requirements.
Performance Monitoring: Continuously monitoring the software to ensure it operates efficiently and meets user needs.

This involves taking care of physical equipment and devices, ensuring their longevity and optimal performance:

Routine Inspections: Regular checkups to detect any potential issues.
Repairs: Fixing broken parts or replacing damaged components.
Upgrades: Enhancing hardware components (e.g., RAM, storage, etc.) for better performance.
End-of-Life (EOL) Support: Providing service and replacement parts even after a product is no longer being produced.

Involves the upkeep of buildings and infrastructure:

Preventative Maintenance: Regular cleaning, inspections, and minor repairs to avoid larger issues.
Emergency Repairs: Addressing urgent problems, like leaks, electrical failures, or HVAC issues.
Building Systems Support: Ensuring HVAC, plumbing, electrical systems, elevators, and other critical infrastructure remain operational.

This refers to the assistance provided to customers regarding the use or troubleshooting of a product or service:

Help Desk: Offering technical assistance for product-related queries.
Return & Warranty Support: Handling product returns or issues under warranty.
Knowledge Base: Providing users with guides, FAQs, and other self-service resources.
Onboarding Assistance: Helping new customers set up and use a product or service.

For businesses relying on complex IT infrastructures:

Network Monitoring: Ensuring that network systems, firewalls, and security tools are working efficiently.
Data Backup & Recovery: Regular backup of critical data and having systems in place to recover from data loss.
Cloud Services Support: Ensuring the uptime and performance of cloud-based services and applications.