Have you ever stopped to consider the difference between maintenance and support? They sound similar, and in many cases, you even hear them used interchangeably, but there are important differences between these two terms, particularly when it comes to software, which we will explain in this article.
At Findan, we love to demystify our industry and explain things in simpler terms that are as straightforward as possible. We often use analogies to help us do this. For example, in the context of maintenance and support, we want you to imagine that you’ve just bought a new vehicle.
As the proud owner of a shiny new vehicle, it’s important that you ensure your vehicle has regular oil changes, tire rotations, filter replacements, brake inspections, and the like. These tasks will help maintain your vehicle and ensure it remains in good working condition, helping to keep you safe and expand the lifespan of your car. This is the maintenance piece.
Despite this, there may be times during your vehicle’s lifespan when you need roadside assistance or help understanding how a particular feature or function works. These pieces are also crucial to your vehicle’s operation, and as an ‘end user,’ you need help with them to get the most out of your car. However, they are different from maintenance; they are the support piece of the equation.
So, what does this look like when it comes to software? As with above, let’s start with software maintenance.
Software Maintenance
Software maintenance aims to deliver ongoing improvements and updates to the software following its launch to ensure that it stays in robust health. Maintenance is more of a ‘behind the scenes’ piece than something the software’s end user would see—the types of maintenance fall under four broad categories.
Adaptive: Software may be modified to operate in a new environment or on different hardware (think updates to operating systems, for instance).
Corrective: This form of maintenance focuses on fixing any critical issues or bugs that have been discovered.
Perfective: This work may be completed to help improve performance, add new features or enhance existing functionality.
Preventive: This form of maintenance involves taking proactive steps to prevent future issues, such as updating security protocols.
Ultimately, regular updates aim to keep your application running safely, smoothly and effectively.
Software Support
Software support typically involves assisting the end user as they utilize the software or application, often taking the form of troubleshooting and guidance. It is direct assistance for the software’s end users. Software support can be broken down into three broad categories.
Technical Support: This involves helping users with issues related to software functionality. This may include login problems, error messages or software crashes.
User Support: This is focused on helping users make the most out of the software. This may involve answering questions or providing training.
Helpdesk Support: This is general customer support, where users can submit tickets or support requests so the support team can respond as needed.
Long story short, software support is focused on ensuring that end users can effectively use the software and have access to solutions for problems that may arise during the course of day-to-day operations.
While maintenance and support are different, both are typically crucial to the long-term success and usability of your software solution. As you look to find software or app solutions that suit your organization’s distinct needs, be sure to keep maintenance and support top of mind and include them in your decision-making process.
Findan Software is an award-winning custom software development company based in Western Canada and serving clients throughout North America. We have extensive experience developing innovative software solutions for a wide range of organizations and are proud to serve startups as well as large multinational US brands, such as Xerox. If you’re wondering how custom software may be able to help you in your business, please contact us. We’re always happy to chat.
FAQs
How do I determine how often software maintenance should be performed for my specific system?
Determining how often software maintenance should be performed depends on several factors, including the complexity of the software, the environment it operates in, and how critical the software is to your business operations. Typically, software vendors or developers will recommend a maintenance schedule that ensures the software remains compatible with evolving technology. For example, mission-critical software may require monthly updates, while less complex systems might need only quarterly or biannual maintenance. Regular maintenance is essential for ensuring security, especially if your software handles sensitive data.
What kind of costs are typically associated with software maintenance and support services?
Costs associated with software maintenance and support can vary widely depending on the scope of the work, the level of complexity involved, and the specific agreement you have with your software provider. Maintenance often involves routine updates and bug fixes, and the costs are typically more predictable. Support, however, might involve a more variable cost structure depending on the volume of requests or the type of support needed. Some companies offer bundled maintenance and support packages, while others charge on an hourly or per-incident basis. It’s important to discuss these details upfront to avoid unexpected expenses.
How do I know if my business needs both maintenance and support services or just one of them?
To determine if your business needs both maintenance and support services, you should evaluate how dependent your operations are on the software and how much internal capacity you have to manage it. If your software plays a critical role in daily operations or interacts with complex systems, both services are likely necessary. Maintenance ensures your software stays functional and secure, while support addresses user issues and keeps operations running smoothly. For simpler software, you might be able to manage with just support, especially if the software doesn’t require frequent updates or major changes.