Keep Your PowerBuilder App
Stable, Secure & Running
Production systems need ongoing care — bug fixes, patches, minor enhancements, and someone who knows your stack. Our Application Support service provides dedicated PowerBuilder expertise so your business keeps running without interruption.
Whether you need a retainer for ongoing maintenance or ad-hoc support for critical issues, we work with you to define scope, response times, and priorities — so your applications stay healthy and your team stays focused.
What We Deliver
Application Support from Optisol typically includes the following, tailored to your agreement.
Bug Fixes & Patches
Diagnose and fix defects, apply security and compatibility patches, and keep your application stable.
Incident Management
Log, triage, and resolve incidents with clear communication and agreed response and resolution targets.
Minor Enhancements
Small feature tweaks, configuration changes, and quick wins that don't require a full project.
Monitoring & Health
Proactive checks, performance monitoring, and recommendations to avoid downtime.
Documentation & Knowledge
Update runbooks, document fixes, and transfer knowledge so your team can handle common cases.
SLA-Backed Support
Defined response and resolution times so you know what to expect when you need us.
Three-Tier Support Structure
Every issue is triaged, owned, and escalated through a clear tier model — so nothing stalls and the right expertise is applied at every level.
First-Line Support
Front-door for all tickets. Fast triage, known-issue resolution, and user guidance.
- Receive and log all incoming tickets
- Initial impact & priority assessment
- Resolve known / recurring issues
- Password resets, access issues, config queries
- User guidance and workaround provision
- Escalate to L2 when root cause needs investigation
Technical Support
Code-level investigation, defect diagnosis, and patch development by PowerBuilder engineers.
- Deep-dive application and log analysis
- PowerBuilder source code debugging
- DataWindow and database query fixes
- Patch development and regression testing
- Environment and deployment troubleshooting
- Escalate to L3 for complex architectural issues
Expert Escalation
Senior PowerBuilder architects handle complex issues requiring system-wide analysis.
- Root cause analysis for recurring failures
- Architecture-level defect investigation
- Database integrity and migration issues
- Third-party integration and API failures
- Performance bottleneck analysis & tuning
- Appeon/PowerServer platform-level issues
Service Level Agreement Matrix
Agreed response and resolution targets by priority — so you always know what to expect when something goes wrong.
| Priority | Criteria / Impact | Examples | Response Time | Resolution Target | Owner |
|---|---|---|---|---|---|
| P1 — Critical | Production system down. Business operations fully halted. | Application crash, DB connection failure, login impossible | ≤ 30 minutes | ≤ 4 hours | L2 + L3 |
| P2 — High | Major functionality impaired. Significant business impact. | Key module errors, DataWindow failures, report generation broken | ≤ 2 hours | ≤ 8 hours | L2 |
| P3 — Medium | Partial functionality impacted. Workaround available. | Slow performance, non-critical screen errors, print issues | ≤ 4 hours | ≤ 2 business days | L1 / L2 |
| P4 — Low | Minor issue or cosmetic defect. No business impact. | UI formatting issues, label text errors, minor field alignment | ≤ 1 business day | ≤ 5 business days | L1 |
* Response times are measured from ticket receipt during agreed support hours. SLAs are customised per engagement. 24×7 coverage available for P1/P2 on request.
Incident Lifecycle
Every ticket follows a structured lifecycle — from the moment it's raised to the moment it's closed and documented.
Why Choose Optisol for Application Support?
Deep PowerBuilder experience, clear processes, and a partner you can rely on.
PowerBuilder Experts
Our team lives in PowerBuilder and related stacks. We fix issues fast and recommend best practices.
Structured Process
Clear ticketing, prioritization, and escalation so nothing falls through the cracks.
Flexible Engagement
Retainer, time-and-materials, or incident-based — we adapt to how you want to work.
When to Consider Application Support
If any of these sound familiar, a dedicated support engagement can help.
- 01In-house PowerBuilder skills are limited or leaving
- 02Production issues take too long to resolve
- 03You need predictable response times (SLA)
- 04You want internal teams focused on new work, not firefighting
- 05You need patches and upgrades but lack bandwidth
- 06You want a single point of contact for PowerBuilder issues
What You Get with Optisol Application Support
Your applications keep running. Your team stays focused. We handle the rest.