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We strive to help you achieve the results that will translate directly into the success of your business. The support we offer goes beyond troubleshooting and solving problems. Our support team provides a suite of technologies and tools, as well as a team of technicians and other staff. They stand ready to help customers optimize the efficiency of their business, reduce costs, and drive innovation. By relying on our support team to provide your Help Desk support services, you can focus solely on the core activities of your business.

TECH SUPPORT OUtSOURCING

Implementation and installation of systems

The support team implements and commissions new software tools to meet the customer's requirements for the reliable operation of its services and compatibility with related systems.

Recovery from failures, incident/problem solving

The support team restores normal operation of IT services according to the level of service selected by the client. Incidents are promptly eliminated and causes of the issues are identified and solved.

Routine maintenance

The support team performs regularly scheduled preventive work in accordance with the recommendations of manufacturers and best industry practices, all aimed at preventing issues.

Monitoring

The support team continuously collects and analyzes diagnostic parameters to determine the current state of services, systems, and devices. This automated monitoring function helps ensure the proactive detection of failures and issues and provides the guidance for delivering recommendations for capacity management to our clients.

Data Backup

The support team implements data backup and recovery processes to ensure regular data backups from business systems.

Technical auditing

Inventory and status check

This service is typically provided before signing an agreement to deliver IT services. The aim is to evaluate the actual volume, detailed composition and condition of the client's IT system components. The audit allows us to determine the scope of work and maintenance costs the IT system requires. The result of the audit is the up-to-date comprehensive information about the state of the client's IT assets, as well as recommendations on their development. We evaluate the actual volume, detailed composition, and condition of the client's IT system components. The audit allows us to determine the scope of work and level of maintenance the IT system requires. The audit provides comprehensive information about the current state of the client's IT assets and is the foundation for making recommendations on further development. The documentation about the current state of the client's IT assets becomes the source of information for various IT services and specialized departments.

Analysis of solutions; recommendations for optimization/updating

The service is provided after completing the inventory of the client’s IT systems or when complete documentation on the current state of IT-assets is available. As part of the service, we offer an assessment about the effectiveness of the existing IT system architecture and proposals.

service management

ServiceDesk

This is a single point of entry for incoming calls from users, as well as participation in the process of solving reported issues. Atlassian’s Jira Service Desk system is used to automate services, including submitting issues, issue responses, and assignment of the work required to solve the issues. Jira is used to collect statistics, generate reports, and create knowledge base entries about resolved issues.

Service manager

The Service Manager is a First Line Software employee who is responsible for the quality of service provided and establishing a solid working relationship with the client. The key objectives of the service manager include:

  • possessing extensive knowledge about the technical and organizational details of systems and/or services work in the support project,
  • communicating frequently with the client,
  • solving organizational issues,
  • participating in discussions and the process of solving issues,
  • collecting and analyzing information about the services provided,
  • preparing proposals for the development of service delivery.
Configuration management

The support team maintains the database which contains configuration units (CE) for the IT infrastructure  that are used for service delivery. Information about the client's software resources for information systems, services, levels, and users is also updated in the database.

Service consulting

The support team identifies additional resources and opportunities for establishing new customer services according to the strategy and specifics of their business. This includes:

  • Analyzing incident statistics and identify critical elements
  • Assessing the compliance of each system’s business criticality level with the quality of service
  • Recommending necessary improvements in processes for service delivery, in system architecture solutions
  • Analyzing the efficiency of architecture for each business process
  • Making recommendations about how to optimize the information flow and what the number, composition, and functions of the IT staff should be
  • Providing client with information about system operational issues.

SUPPORT MODEL and tools used

The First Line Software support model is based on the ITIL model.

Service Modes: 24x7x365, 8x5. Alternatively, the model can be customized to meet the client’s requirements.

The support teams tools, skills, and expertise include:

  • Incident/Problem/Change management (Atlassian Jira ServiceDesk, Redmine)
  • Possibility of integration of First Line tools with customer’s internal IT systems
  • Extensive practical experience in deploying and configuring monitoring tools (Zabbix)
  • Expertise in the configuration of high availability and fault-tolerance services 

The tools can be easily adapted to the SLA of a specific project/contract.

Service levels are established for individual projects and agreed upon with the client.

inclusion of systems/services into help desk

Inclusion steps
  • Study all documentation for the system
  • Allocate capacity for test benches (if necessary)
  • Get read-only access to production system environments
  • Study the source code for all systems
  • Interview  business units that support and operate the system
  • Collect statistics on issue collection for the past six months
  • Temporary deployment of specialists at to the client’s offices
  • Specialists will be based in support/operations and will collect detailed information about system operations
  • Get familiar with key users and customers
  • Install and prepare test stands at the client's premises (if necessary)
  • Obtain data dumps from the client's production test environment
  • Create database from dump files, IT systems deployment
  • Interview current solution provider
  • Determine testing methods and get agreement from the client
  • System functionality testing
  • Integration testing
  • Test system loads
  • Produce report about compliance given source codes to version deployed in the production
Artifacts required for operation
  • System documentation: solution architecture; operational, user and development documentation
  • Setup codes and assembly documentation
  • SLA description
  • Incident management order
  • Problem management order
  • Change control order
  • Release management order
  • Test Plan and Methodology, Test Report
  • Systems Emergency Recovery Plan
  • Failsafe plan
  • Monitoring implementation plan
  • Backup implementation plan
  • Escalation matrix
  • Forms of regular reports

Download Case Study

Client References

I want to express my gratitude for all of your team’s hard work, support and extra help. We are very grateful for all that you have done for us.

Senior Project Manager, a U.S. specialty digital design and web development agency

Your quality of work is exceptional, and your flexible approach has allowed us to build and deploy a large amount of complex functionality in a very short space of time. Kudos to everyone for their professionalism and for delivering results that exceeded our expectations.

CEO, leading social media analytics provider

We have never had a better release that we can think of. And that is all because of your hard and dedicated work. So here is a big THANK YOU to everyone from all of us!

Editor, leading Scandinavian newspaper

For a software vendor like ourselves, picking the right development partner is crucial. First Line’s technical expertise and solid project management, coupled with their proficiency in Agile methodologies, have made them an integral part of our product development group.

VP Product Development, leading enterprise software vendor

Our First Line Team has been doing a great job. All of the guys check in great code, and they have a forward thinking mindset, not a feature-to-feature approach. They are also very open in terms of sharing knowledge, which is critical to running productive distributed teams.

Application Development Director, global marketing company

We've all learned a lot from you, and it is great working with you.

Application Development Director, global marketing company

The First Line team has an excellent process and we can learn from your team and improve.

Product Owner, Strategic Software Consultancy

I would like to thank the First Line development team for their dedication and high level of quality in their work. Despite being thousands of miles apart, we have been able to work quickly, effectively, and intelligently. Your team has been a major part of why we have been successful thus far.

VP Engineering, e-learning startup

First Line is a great technology partner capable of delivering complex, ‘industrial grade’ projects. They have demonstrated strong technical competence and solid understanding of the media and publishing domain. We have also been very impressed by the management team's attention to our needs and commitment to our success.

CEO, leading European digital media company

Your effort is the #1 reason that this project is going so well. I've worked with a lot of teams over the years and there are very few teams that I trust and respect. When you are given a task or feature, I never have to worry whether or not it will be accomplished on time and I never worry about the quality - you always deliver.

Architect, Strategic Software Consultancy

The team we put together in the last half of this year is one of the most productive, skilled and enjoyable I’ve ever worked on. It’s great to see the product brought to life, and I’m proud to work with all you folks.

Senior Architect, Fortune 100 company

The First Line Software team is professional, results driven, and proactive. I know that when we provide requirements for new functionality, they will not only deliver on the scope of what has been asked but will look beyond and give insight into how we can make our product even better. It has been a privilege to work with First Line Software, and I look forward to continuing our partnership in future.

VP, global marketing company
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Development process
1

Define
project scope

1-2 days

We discuss: project and business objectives
We provide: business analysts who assess current business processes and systems to identify specific gaps and areas for improvement
You provide: critical knowledge of your tasks and objectives

2

Gather requirements

2 days - 1 week

We discuss: general requirements of IT solution
We apply: proven methodologies and expertise for collecting requirements
You provide: subject matter experts on key issues

3

Brainstorm and select best potential solutions

Timeframe - individual

We present: potential solutions for your IT project
We provide: expertise in available technologies and recommendations for solutions and define implementation costs
You decide: which solution First Line will build and deliver

4

Define cooperation model + agreement on contract terms

1-2 weeks

We explore: cooperation models most suitable for you
We offer: proposals for various options
You choose: the most comfortable model for your company

5

Solution
development

individual

We discuss: detailed requirements for implementation
We activate: a team of exceptional developers and testers who use best-in-class methodologies
You receive: process transparency, regular demo versions, solution that meets your business objectives

6

Project acceptance, testing

individual

We review: whether the end deliverable meets the business objectives
We provide: solution release version, installation and configuration management services, staff training
You receive: IT-solution that achieves your business objective

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David Tedford

VP, Content, Commerce & Digital Experience Practice Lead — Greater Boston Area

Mark Edgett

VP of Sales, East Coast — Groton, Massachusetts

Garrett Schut

VP of Sales, West Coast — Irvine, California