01
Your application is live, but nobody owns it after go-live
Post-delivery support falls to the development team or gets dropped entirely. No incident runbooks, no defined response SLA, no named escalation path — until something breaks.
Managed Application Support
Managed application support & AMS.
Defined SLAs. U.S.-based team. Post-ATO ready.We take ongoing ownership of production application health — monitoring, incident response, patch management, helpdesk coverage, and disaster recovery — with customized SLAs and a named U.S.-based support lead. Built for enterprise CIOs and government post-award programs that need documented support, not ad-hoc help.
NMSDC MBE Certified
U.S.-Based Team
Custom SLAs
99.9%+
Uptime SLA target
U.S.
Onshore support team
MBE
NMSDC MBE Certified
Custom
SLA per program
01 · The problem we solve
Why applications break down after go-live.
02
When something breaks, you find out from users — not monitoring
No defined incident management means the first notice of a production problem is a complaint from a customer, a contracting officer, or a failed overnight batch. By then, the clock has already started.
03
Operational gaps create avoidable risk
Without clear ownership, support requests pile up, patches slip, and recurring issues keep interrupting your delivery team.
02 · What we deliver
Managed application support services.
From incident response and helpdesk coverage to patch management and disaster recovery — structured AMS with SLAs your team and your contracting officers can rely on.
Application Monitoring & Incident Response
Continuous monitoring of production systems with defined severity tiers, response targets, and escalation paths — so incidents are contained before they become outages.
Discuss this →Tier 1 & Tier 2 Helpdesk Support
Named support contacts with ticketing, triaging, and resolution workflows. Customized to your team's processes and escalation structure — not a generic shared queue.
Discuss this →Patch & Maintenance Management
Scheduled OS, dependency, and application patches on a documented cadence — with change management sign-off, test validation, and rollback procedures built in.
Discuss this →Disaster Recovery & Business Continuity
Documented recovery plans, RTO/RPO targets, tested failover procedures, and tabletop exercises — so your team knows exactly what happens when a critical system goes down.
Discuss this →SLA Reporting & Governance
Monthly SLA performance reports, uptime summaries, incident trend analysis, and change log documentation — formatted for program management reviews and contract compliance.
Discuss this →03 · How we work
From scoping to active SLA coverage.
01
AMS Scoping & SLA Design
Assess the application environment, define support tiers, set uptime targets and response windows, and document escalation paths based on your team's operational requirements.
→ SLA framework + support plan
02
Onboarding & Runbook Development
Instrument monitoring, build incident runbooks, document the application architecture, and onboard the support team — so the first incident is handled from a documented playbook, not memory.
→ Runbooks + monitoring baseline
03
Active Support Delivery
Ongoing application monitoring, incident response, patch management, and helpdesk coverage under the defined SLA — with a named U.S.-based lead on your account.
→ Live SLA coverage
04
Monthly Review & Continuous Improvement
Monthly SLA performance review, incident trend analysis, patch status, and forward-looking risk assessment — with a written report your team and program managers can rely on.
→ Monthly SLA report + roadmap
04 · Common questions
Frequently asked questions.
What is Managed Application Support (AMS)?
Managed Application Support is an ongoing engagement where we take responsibility for the health, uptime, and operational continuity of one or more production applications. This includes monitoring, incident response, patch management, helpdesk coverage, and SLA reporting — scoped to your specific environment and operational requirements.
What SLA response times do you offer?
SLA response times are customized per engagement based on your system criticality, support tier, and operational requirements. We define specific response windows — for example, 15-minute response for P1 incidents and 4-hour response for P2 — as part of the engagement design. We do not publish a one-size-fits-all SLA because what constitutes a critical incident varies significantly by application type, industry, and user base.
How do you support government post-ATO programs?
Post-ATO programs require documented SLAs, defined support contacts, controlled change management procedures, and audit-ready incident logs. We structure AMS engagements for government clients to meet these requirements — including FISMA-aligned incident documentation, FITARA-compatible governance records, and program management reporting formatted for contracting officer review. Our NMSDC MBE Certified status also simplifies vendor onboarding under federal and state supplier diversity programs.
Can you take over support for an application we did not build?
Yes. We regularly onboard AMS engagements for applications built by other vendors or internal teams. The onboarding process begins with an architecture review and documentation sprint — we map the application, build runbooks, and instrument monitoring before going live with SLA coverage. This ensures the support team understands the application before they are responsible for it.
What is included in your disaster recovery support?
Disaster recovery support includes documented recovery plans with defined RTO and RPO targets, tested failover procedures, backup validation, and tabletop exercises for your operations team. We structure DR plans to align with your compliance requirements — whether HIPAA or industry-specific continuity requirements — and maintain them as the application evolves.
How is AMS different from managed cloud operations?
Managed Cloud Operations focuses on the infrastructure layer — cloud environments, cost management, SRE, and platform tooling. Managed Application Support (AMS) focuses on the application layer — the running software, business logic, user-facing systems, helpdesk tickets, and application-level incidents. Most enterprise environments need both. We can scope them together or as separate engagements depending on your existing coverage.
Get Started
Ready to put someone in charge of your applications?
Start with an AMS scoping conversation.
Tell us about your production applications, your current support coverage, and any SLA or compliance requirements you need to satisfy. We’ll map the gaps and recommend an AMS model that fits your environment and your program.
Contact info@evolveblue.com · +1 215-882-3133