TH
JP
In many organizations, legacy systems continue to play a critical role in ensuring that core business operations run smoothly on a daily basis. Because these systems are deeply embedded in business processes, completely replacing or modernizing them in a short period of time is often not a realistic option from a practical standpoint.
Over time, the biggest risk is not the technology’s age. It is the gradual erosion of the support structure behind it. This includes clear ownership and accountability, preserved and transferred knowledge, and reliable, ongoing support.
When this foundation becomes fragile, system failures tend to occur more frequently, and similar issues are more likely to recur.
Please take a moment to consider whether your organization is facing any of the following challenges.
- Long-running legacy systems remain essential to daily operations.
Even if the system is aging, it still supports critical business processes. Replacing it immediately is difficult, and downtime is not an option. - There are no in-house experts who fully understand the system.
The original owners may have left or moved roles, or current staff may be assigned but lack the technical depth needed to resolve issues effectively. - User inquiries and operational issues continue to arise.
A reliable team is needed to respond to questions and provide correct operating procedures, helping reduce human error and improve efficiency. - Recurring technical problems require permanent fixes.
Temporary workarounds are not enough. You need root-cause analysis, long-term corrective actions, and measures to prevent recurrence. - The legacy system cannot keep up with changing business requirements.
You need enhancements and new features to support updated workflows, without disrupting current operations. - You are looking for a cost-effective alternative to hiring new full-time staff.
You want flexible access to experienced specialists who can handle issues and deliver improvements as needed, while providing stable, dependable support.
iCONEXT fully understand how critical these challenges are. To provide continuous support and stable system maintenance, we offer a Maintenance Agreement (MA) tailored for legacy systems.
In addition, we provide ticket-based support as an option. This enables you to safely and confidently enhance and extend your legacy systems in line with your business plans.
What Is a Maintenance Agreement (MA) Service?
A Maintenance Agreement (MA) is a formal service contract between a service provider and a customer organization for ongoing system support and maintenance. Its purpose is to keep critical systems running stably. It also minimizes business impact and operational risk through incident prevention, rapid response, and early recovery when issues occur.
Today, many organizations face a shortage of skilled personnel for system maintenance and operations. In response to this challenge, iCONEXT offers MA service as a practical and effective solution to meet continuous maintenance and support needs in a reliable and efficient manner.
Our MA Service Approach
We begin with a Knowledge Transfer session. In this session, your system owner shares key system information with our team. This enables us to accurately understand not only the overall system architecture, but also how the system is used in daily operations and its operational characteristics.
After that, we organize and consolidate the information into a long-term knowledge base that can be referenced continuously. The key contents include the following:
- System architecture overview documentation
- Network and infrastructure configuration details
- Original development environment specifications
- List of related installation packages
- Troubleshooting materials, known issues, and initial response guidelines
Once our team has a solid understanding of the system and is ready to provide support, we begin the Parallel Run period. In this phase, we confirm that we can respond to end-user inquiries accurately and quickly, and that a proper issue-resolution process and support structure are in place.
During this period, your designated point of contact coordinates support by receiving end-user inquiries and incident reports, sharing the details with our team, and enabling us to investigate and resolve issues.
After we successfully complete the parallel run, we transition to full operations (full support). End-user requests continue to go through your designated point of contact, who filters the content, sets priorities, and escalates issues when needed before sending them to our team.
Once we confirm and analyze the issue and can identify a clear resolution, we will communicate the solution and recommendations directly to the end user. This helps shorten resolution time, reduce back-and-forth, and improve overall support efficiency.
Core MA Service
Our MA support is designed to ensure the stable, day-to-day operation of your mission-critical systems. We provide system availability monitoring, end-user support and consultation, as well as technical troubleshooting and root-cause analysis. The main service scope includes the following:
1. Ensuring system availability during business hours
We keep critical systems running reliably and minimize downtime to reduce impact on employees’ daily work. We monitor system status and coordinate rapid recovery actions when issues are detected, supporting business continuity.
2. Operational consulting for users
We support users not only with questions and operational difficulties, but also with issues that are not directly caused by the system, providing guidance based on actual business workflows. This helps users return to work faster, reduces time lost to trial and error, and prevents problems caused by incorrect operation.
3. Technical issue analysis and root-cause investigation
When system incidents occur, we identify the root cause and assess the impact. We then recommend both short-term and long-term corrective actions. We also support the implementation of preventive measures to avoid recurrence and reduce the likelihood of similar issues happening again.
Through our comprehensive MA support, we enhance system stability and help ensure business continuity across your organization.
Additional Service: Ticket Support
To provide end-to-end system support, we clearly distinguish between the scope covered by our MA support services and work that involves development or modifications.
In day-to-day operations, additional requests often arise, such as defect fixes, new features to accommodate changes in business processes, performance improvements, data-related tasks. Because these activities typically require dedicated effort and specialized expertise and may also require testing and risk management before deployment to production, they are not included in the standard MA scope.
To handle work outside the MA scope, we offer Ticket Support, which allows you to purchase additional support time in the form of tickets.
Works Covered Under Ticket Support
1. System defect fixes
When system issues arise, such as unexpected behavior, incorrect data display, or operational errors, our team investigates the root cause, resolves the problem, and delivers a fix or updated release. We also complete the required testing before deploying changes to the production environment, ensuring a safe and reliable release.
2. System enhancements and functional improvements
We improve the system to better fit day-to-day operations and help increase business efficiency. This includes streamlining procedures to optimize workflows, adding small features to speed up tasks, and improving screens or reports to enhance visibility and usability.
3. Data correction
When we identify data inconsistencies or errors, whether from legacy migration issues, incorrect input, or other factors, we investigate the root cause and design a safe correction approach. We then carry out the data corrections according to defined procedures and provide test evidence along with post-correction verification results.
4. Data migration
We support accurate and complete data migration when moving to a new system or upgrading to a new version. This service includes data preparation, conversion to the required formats, testing and validation to ensure accuracy, and importing data into the new system. We also manage migration-related risks and support smooth business operations throughout the transition period.
5. Configuration changes
This includes adjusting user access permissions, updating business rules, and modifying system settings to support new workflows. To minimize impact on the production environment, we assess the scope of impact and implement changes carefully.
6. System performance tuning
If the system is slow, responses are unstable, or higher load capacity is required, we analyze potential bottlenecks (e.g., database queries, server resources, network conditions, and configuration settings). We then propose a tuning plan to improve performance, stability, and responsiveness.
Key Benefits of MA Service and Ticket Support
✔ Operate your existing system with confidence and stability
Even for long-running systems, ongoing support and a well-maintained knowledge base help sustain the reliability and operability required for daily business. As a result, you can avoid rushing into costly and high-risk system replacement projects.
✔ Reduce dependency on specific individuals
Even if key administrators leave or change roles, or if in-house technical skill levels vary, there is no need for excessive concern. A structured support team of specialists provides continuous coverage and operational support.
✔ Support users’ daily work more smoothly
With a team that deeply understands the system, technical issues can be resolved accurately and efficiently. We can also provide clear, step-by-step guidance to user inquiries, helping prevent operational mistakes and improve productivity.
✔ Expand and improve the existing system as your business grows
With Ticket Support, you can enhance, adjust, and add new functions to your current system step by step, without interrupting day-to-day operations.
✔ Manage scope and budget with clarity
Because the MA is an annual contract, it is easy to plan and allocate budget. We handle enhancements and change requests per ticket, so you can define the scope, schedule, and cost in advance.
✔ Reduce cost and risk compared with hiring additional in-house IT staff
You can avoid the overhead of full-time employment, such as salaries, training, and turnover risk, while accessing experienced specialists as needed.
✔ Enable more stable business operations
By entrusting system support, incident response, and continuous improvements to a dedicated expert team, executives and operational managers can focus on business planning and decision-making.
If you would like a consultation or have any questions about our MA and Ticket Support services, please contact our team at thaisales@iconext.co.th or click Inquiry Form to submit your details and we will get back to you.
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