Application Support
Kiandra provides a 2-year warranty on the applications we build, giving clients long-term confidence in the quality, stability, and maintainability of their software.
Kiandra's Leading 2-year warranty
This warranty covers defects attributable to our delivery and reflects our commitment to building solutions that are robust, secure, and fit for purpose from day one. Rather than walking away at go-live, we stand behind our work, supporting applications as they operate in real-world conditions and evolve over time. The 2-year warranty reinforces Kiandra’s focus on accountability, disciplined engineering, and long-term client outcomes.
Why this matters
Reduced delivery and operational risk
A 2-year warranty significantly reduces the risk associated with deploying new software. It provides assurance that defects will be addressed without unexpected cost or disruption, protecting both operational continuity and budgets.
Accountability beyond go-live
Many software providers disengage once a system is delivered. Kiandra’s warranty demonstrates ongoing accountability for the quality of our work, ensuring applications are supported as they are used in real-world conditions.
Confidence for regulated and high-impact environments
For government and regulated industries, software failures can have serious consequences. A 2-year warranty provides confidence that applications are built to a high standard and supported through critical early operational phases.
Better long-term outcomes
By standing behind our applications, Kiandra is incentivised to build solutions that are maintainable, secure, and well-architected from the outset — resulting in lower total cost of ownership and stronger long-term value.
Application Support
Kiandra’s Application Support ensures critical business applications remain stable, secure, and continuously improving long after go-live.
We provide structured, SLA-backed support that covers day-to-day incident management, proactive monitoring, defect resolution, and controlled enhancements aligned to evolving business needs.
For particularly critical environments, we also provide target resolution times.
Our teams don’t just keep applications running, we assist with performance, availability, and risk, applying disciplined change management to ensure enhancements are delivered safely and predictably.
With deep knowledge of the systems we support and strong governance Kiandra enables organisations to reduce operational risk, meet service commitments, and extend the value of their software investments over time.
The challenges we solve
Unreliable applications and unplanned downtime
Many organisations rely on business-critical applications that fail unexpectedly or degrade over time. Without proactive monitoring and structured support, small issues become major outages. Kiandra stabilises applications through continuous monitoring, disciplined incident management, and preventative maintenance, reducing downtime and operational disruption.
Slow or risky enhancements to existing systems
Enhancing live systems is often avoided due to fear of breaking what already works. This leads to stagnation and growing technical debt. Kiandra delivers controlled, well-governed enhancements that improve functionality while protecting system integrity and service levels.
Missed SLAs and unclear accountability
When support is fragmented across vendors or handled reactively, SLAs are frequently missed and accountability is unclear. Kiandra provides a single, accountable support model with defined service levels, transparent reporting, and clear ownership of outcomes.
Rising operational risk and loss of system knowledge
Over time, internal knowledge of applications erodes, increasing dependency on individuals and exposing organisations to risk. Kiandra maintains deep system knowledge, documentation, and continuity of support, ensuring applications remain maintainable, secure, and resilient as teams and priorities change.
The support services we offer
Incident & Request Management
- Log, triage, and resolve incidents based on priority and impact
- Manage service requests through a structured intake process
- Root cause analysis for recurring or high-impact issues
- Clear escalation paths and communication throughout resolution
Proactive Monitoring & Issue Prevention
- Continuous monitoring of application health, performance, and availability
- Early identification of defects, degradation, or capacity issues
- Alerting and response aligned to agreed SLAs
- Safe deployment using controlled change management practices
Defect Fixes & Minor Enhancements
- Bug fixes and defect remediation in production environments
- Small functional improvements and usability enhancements
- Configuration changes and performance tuning
- Safe deployment using controlled change management practices
Planned Enhancements & Continuous Improvement
- Delivery of approved enhancements aligned to business priorities
- Backlog management and release planning
- Regular review of improvement opportunities
- Support for incremental modernisation and technical debt reduction
Service Level Management (SLAs)
- Definition and management of response and resolution SLAs where applicable
- Priority-based support aligned to business criticality
- SLA tracking, reporting, and review
- Continuous service improvement against agreed targets
Environment & Release Support
- Support across development, test, UAT, and production environments
- Release coordination and deployment support
- Rollback and recovery planning
- Post-release monitoring and stabilisation
Knowledge Management & Documentation
- Maintenance of system documentation and support runbooks
- Capture of application knowledge to reduce key-person risk
- Onboarding and handover documentation
- Continuous improvement of support processes and artefacts
Security, Compliance & Risk Support
- Support aligned to security and compliance requirements
- Vulnerability remediation and security-related fixes
- Audit and reporting support where required
- Controlled access and change approvals
Stakeholder Communication & Reporting
- Regular service reporting and operational updates
- Clear communication during incidents and planned changes
- Service reviews and roadmap discussions
- Single point of accountability for support outcomes
AI-assisted code analysis
When Kiandra takes on support of an existing application, we use AI-assisted analysis to rapidly understand the codebase, architecture, and operational risks. This enables our teams to diagnose underlying issues, identify hidden dependencies and technical debt, and produce clear, high-quality documentation that captures how the system actually works and not just how it was intended to work.
By combining AI insights with experienced engineering judgement, we uncover common pitfalls early and establish a reliable foundation for ongoing support. This approach allows us to create a practical roadmap to reduce technical debt, improve maintainability and performance, and extend the life of the application so it continues to deliver value over the long term.