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Expert IT Support and
Maintenance Solutions

With over 30 years of experience, NIX has been a trusted partner for businesses seeking reliable and efficient IT support and maintenance services. One of our first projects, started 20+ years ago and still running, established IT support as one of our core services, which speaks volumes about our approach towards any client: be your reliable IT partner around the clock.

From troubleshooting and cybersecurity testing to 24/7 help desk and infrastructure support, we’re dedicated to ensuring your product runs smoothly and securely. By leveraging proactive and reactive approaches, our maintenance and support team keeps your systems secure, up-to-date, and primed for success.

IT Support and Maintenance Services

Results From NIX’s IT Support Services

The figures below represent the average deliverables our clients receive from NIX’s IT support services. Actual results may vary based on industry, project scope, and specific needs.

Reduction in IT spending

reduction in cybersecurity risks

reduction in ticket volume

faster deployment of updates

400+

global locations supported

incident response rate

NIX Services

IT Support Consulting

NIX’s IT support and maintenance consulting delivers strategic solutions to optimize your IT infrastructure, ensuring it meets both current demands and future growth. Our team thoroughly analyzes your product, identifying inefficiencies and recommending tailored improvements in terms of level 2 and level 3 support, comprehensive IT infrastructure support, or any other specific needs.

We focus on corrective maintenance to help you resolve existing issues, build preventative strategies to minimize downtime, and adapt solutions to scale seamlessly. With IT support and maintenance services, you may expect the following outcomes: optimized costs, reduced cybersecurity risks, increased uptime, improved customer satisfaction, and a future-ready IT ecosystem.

IT Support and Maintenance Solutions

Engagement Models for IT Support Consulting:

  • A fractional Chief Technical Officer (CTO) model provides access to high-level technical leadership without the cost of a full-time executive. This model is ideal for startups and growing companies that require strategic guidance on IT infrastructure and digital transformation but don’t need a dedicated in-house CTO.

    Our expert will periodically review technology decisions to align them with business goals, oversee development roadmaps, evolve industry standards, and ensure best practices in security, scalability, and efficiency.

  • This model is perfect for businesses seeking expert guidance on a specific challenge without ongoing commitments. It typically includes a comprehensive IT audit, during which our specialists assess existing infrastructure, security, and operational efficiency. Based on the findings, we provide actionable recommendations, possible roadmaps, and tailored solutions to optimize performance, reduce costs, and mitigate risks. Whether you need a fresh perspective on your technology strategy, insights into emerging trends, or a solution to a critical issue, our expert consultants deliver high-impact results in a single engagement.

  • Fractional CTO

    A fractional Chief Technical Officer (CTO) model provides access to high-level technical leadership without the cost of a full-time executive. This model is ideal for startups and growing companies that require strategic guidance on IT infrastructure and digital transformation but don’t need a dedicated in-house CTO.

    Our expert will periodically review technology decisions to align them with business goals, oversee development roadmaps, evolve industry standards, and ensure best practices in security, scalability, and efficiency.

  • One-Time Consulting

    This model is perfect for businesses seeking expert guidance on a specific challenge without ongoing commitments. It typically includes a comprehensive IT audit, during which our specialists assess existing infrastructure, security, and operational efficiency. Based on the findings, we provide actionable recommendations, possible roadmaps, and tailored solutions to optimize performance, reduce costs, and mitigate risks. Whether you need a fresh perspective on your technology strategy, insights into emerging trends, or a solution to a critical issue, our expert consultants deliver high-impact results in a single engagement.

24/7 Help Desk Support

Our 24/7 help desk support ensures round-the-clock assistance, regardless of time zones or working hours, for existing client products or those developed by us. Our multi-tiered IT support and maintenance services imply escalating issues to the appropriate level of expertise. Tier 2 experts handle escalated issues that require in-depth technical expertise, while tier 3 professionals focus on system-level debugging, advanced problem resolution, and root cause analysis of your IT Infrastructure. 

We leverage cognitive automation and virtual agents to enhance operational and cost-efficiency by reducing the ticket amount and its response time. Our help desk support proactively resolves routine tasks through unattended automation, freeing your IT team for strategic initiatives. We provide efficient ticket management, prompt diagnosis, and timely resolution with clear communication throughout. Our 24/7 help desk support provides peace of mind, knowing that expert assistance will be provided in time.

IT Support and Maintenance Solutions

Engagement Models for 24/7 Help Desk Support:

  • NIX offers a comprehensive service package at a predefined cost, being ideal for businesses with predictable maintenance needs, such as regular updates, security patching, and system monitoring. The pricing of IT support and maintenance services can be tied to the number of support tickets or the dedicated work hours of our team, offering flexibility for any chosen time chosen duration, starting from one month.

  • The pay-as-you-go model offers flexibility for businesses that need support on-demand without any long-term commitments. You pay only for the services you request—such as bug fixes, security updates, or server maintenance—without any upfront or recurring fees. It’s best for startups and businesses with infrequent IT support needs or experimenting with different software solutions.

  • For businesses with unique requirements, a tailored custom support plan model offers a personalized service package that aligns with specific business goals and technical environments. This model can combine any of the above models to meet unique support needs.

  • Monthly Subscription Fee

    NIX offers a comprehensive service package at a predefined cost, being ideal for businesses with predictable maintenance needs, such as regular updates, security patching, and system monitoring. The pricing of IT support and maintenance services can be tied to the number of support tickets or the dedicated work hours of our team, offering flexibility for any chosen time chosen duration, starting from one month.

  • Pay-as-you-go Model

    The pay-as-you-go model offers flexibility for businesses that need support on-demand without any long-term commitments. You pay only for the services you request—such as bug fixes, security updates, or server maintenance—without any upfront or recurring fees. It’s best for startups and businesses with infrequent IT support needs or experimenting with different software solutions.

  • Custom Support Plan Model

    For businesses with unique requirements, a tailored custom support plan model offers a personalized service package that aligns with specific business goals and technical environments. This model can combine any of the above models to meet unique support needs.

Post-delivery Maintenance

Launching your product is just the beginning—keeping it running smoothly is where our post-delivery maintenance comes in. Once our experts complete the development phase, we transition key developers from the project to a support role and bring in additional experts to address any specific needs that may arise. Retaining part of the original team allows us to leverage their deep product knowledge for seamless updates, swift troubleshooting, and ongoing optimizations. Their familiarity with your business, established processes, and communication dynamics ensures efficiency and alignment with your goals.

Our experts provide ongoing monitoring, proactive maintenance, and rigorous QA and security testing, ensuring your software’s long-term health. NIX’s IT maintenance and support services consist of preventive maintenance—involving scheduled checks and updates—and predictive maintenance—which leverages data analysis to anticipate and address potential issues. Referring to adaptive maintenance helps modify existing software to keep it compatible with a changing environment.

IT Support and Maintenance Solutions

Engagement Models for Post-delivery Maintenance:

  • A part of the team remains on your project for the duration you choose. We carefully customize the team’s size and expertise to match your specific requirements, such as task volume, client base, and geolocation. This model provides consistent, reliable support with in-depth product knowledge, ensuring rapid response times and proactive issue resolution.

  • You purchase a block of hours for a set period, using them as needed, while our team guarantees timely responses within the agreed SLAs. This provides budget predictability and ensures access to a skilled team whenever you need them. We handle knowledge transfer, resource allocation, and task prioritization, allowing you to focus on your core business objectives.

  • This model offers maximum flexibility. You can request support without committing to a fixed schedule or block of hours. However, response times may vary depending on team availability, as our experts might be engaged in other projects. This option is ideal for businesses with less frequent or urgent support needs.

  • Part-time Dedicated Team

    A part of the team remains on your project for the duration you choose. We carefully customize the team’s size and expertise to match your specific requirements, such as task volume, client base, and geolocation. This model provides consistent, reliable support with in-depth product knowledge, ensuring rapid response times and proactive issue resolution.

  • Dedicated Team Hours Subscription

    You purchase a block of hours for a set period, using them as needed, while our team guarantees timely responses within the agreed SLAs. This provides budget predictability and ensures access to a skilled team whenever you need them. We handle knowledge transfer, resource allocation, and task prioritization, allowing you to focus on your core business objectives.

  • On-demand Support

    This model offers maximum flexibility. You can request support without committing to a fixed schedule or block of hours. However, response times may vary depending on team availability, as our experts might be engaged in other projects. This option is ideal for businesses with less frequent or urgent support needs.

What You Get From NIX

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    End-to-end IT Excellence

    We offer full-spectrum IT services that streamline processes while maintaining peak performance and operational stability.

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    Round-the-clock Support

    Your business never sleeps, and neither do we. NIX provides 24/7 IT support to ensure you’re always online, secure, and on the line with your customers.

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    Cybersecurity-first Approach

    Our security experts proactively defend your systems with advanced monitoring, threat detection, and constant updates to safeguard against evolving cyber risks.

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    Automation for Speed and Precision

    We streamline IT processes by integrating cognitive automation, virtual agents, and unattended workflows, reducing manual effort and human error.

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    Results-driven Problem Solving

    Our mission is clear: resolve issues before they impact you. With root-cause analysis, precise fixes, and ongoing improvements, we eliminate problems, not just symptoms.

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    Decades of Trust

    Some clients have partnered with NIX for 20+ years, relying on us to handle various technology needs, which underscores our commitment to building trust and delivering exceptional results.

Our Recognitions

Tech Stack

  • Operational Systems: Linux, Windows Server, FreeBSD
  • Cloud Platforms:
    • AWS, Google Cloud, Azure, Hetzner, OVH, Rackspace, Oracle Cloud, Heroku Provisioning and Deployment Automation
    • Ansible
  • Scripting Languages:sh/bash, Python, Ruby
  • Virtualization:Docker, Xen, Hyper-V
  • Version Control Systems (VCS):Git, SVN, Bitbucket
  • Continuous Integration (CI):Jenkins
  • Web Servers:Nginx, Apache, Tomcat, JBoss
  • Database Administration:MySQL, PostgreSQL, MongoDB, MariaDB
  • Search Engines:Elasticsearch, Solr
  • Email Servers:Postfix, Exim
  • Monitoring:Zabbix, Nagios, Prometheus + Grafana stack
  • Logging:Datadog, Logstash, ELK stack (Elasticsearch, Logstash, Kibana)

Relevant Case Studies

We really care about project success. At the end of the day, happy clients watching how their application is making the end user’s experience and life better are the things that matter.

View all case studies

IT Support for Clinical Regulatory Information Management Platform

Pharmaceutical

Success Story IT Support for Clinical Regulatory Information Management Platform image

Onboarding Platform for eDocument Management System

Internet Services and Computer Software

Success Story Onboarding Platform for eDocument Management System image

Multi-tenant SaaS System With Intuitive Business Workflow Configuration

Insurance

Success Story Multi-tenant SaaS System With Intuitive Business Workflow Configuration image
01

What Our Clients Say

Jeremy Reither photo

Jeremy Reither

Consultant & Advisor at DemandSide

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Matthew Brown

VP of engineering

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Buzz Sharifi

Account Manager at TransGrade, CRM

Christian Rohner photo

Christian Rohner

Project Manager at Information Products AG

Jeremy Barron photo

Jeremy Barron

Senior Director of Engineering

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Craig Burris

Director of Operations at CarSoup

Jason Scalvini photo

Jason Scalvini

Senior VP of Technology

Ilya Kottel photo

Ilya Kottel

VP R&D at HumanEyes

Noam Shalit photo

Noam Shalit

COO at SafeRide Technologies Ltd

Steve Berardelli photo

Steve Berardelli

Sr. Director of Engineering for MindTap

Moody Heard photo

Moody Heard

Co-Founder at Buildforce

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Mike Ortner

President at Ortner Enterprises DBA North Two Five

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Mark DeJarnatt

Chief Technology Officer at Sparkle Stories LLC

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Eric Spear

SVP of Engineering at Cengage

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Eve Epstein

CEO/Founder at SoleVenture, Inc.

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David Stutzman

President of Conspectus, Inc

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Dave Kochalko

Co-Founder & CEO at ARTiFACTS

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Kevin Lee

Co-Founder

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Norman Thiem

Owner, N2 Plus

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Ariel Orbach

Co-Founder & CTO

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Anonymous

CTO, Real Estate Firm

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Anonymous

Founder & HOP, Fitness Space Rental Platform

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Anonymous

CTO, Color My Life, Inc

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Anonymous

Department Head, Fignum Limited

Our Experts

Let’s talk
Olexander Lysenko

For 10+ years, Alexander has been leading companies through the intricacies of their IT landscapes, ensuring high reliability and performance, synchronizing them with business priorities.

Admins Support Deputy Lead

For 10+ years, Alexander has been leading companies through the intricacies of their IT landscapes, ensuring high reliability and performance, synchronizing them with business priorities.

Drawing on 11+ years of IT experience, Anna provides expert guidance in business analysis, project management, and sales engineering, leading businesses to achieve their ROI goals through strategic technical solutions.

Head of Business Development

Drawing on 11+ years of IT experience, Anna provides expert guidance in business analysis, project management, and sales engineering, leading businesses to achieve their ROI goals through strategic technical solutions.

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FAQ on IT Support Services

01/

What are maintenance and support services in IT?

IT support and maintenance services ensure the smooth operation, security, and optimization of an organization’s technology infrastructure and applications. Maintenance focuses on proactive tasks like system updates, patch management, and performance optimization to prevent issues and keep systems secure and compliant.

Support addresses reactive needs, such as troubleshooting, resolving bugs, and managing technical malfunctions. It spans from level 1 help desk assistance to level 3 complex issue resolution, including 24/7 server monitoring, cloud migration, and DevOps support.

02/

What are the differences between IT support and maintenance?

IT support focuses on resolving immediate technical issues and assisting end users and systems. It includes troubleshooting hardware and software problems, managing help desk requests, and ensuring smooth operation through reactive problem solving. For example, IT support may involve fixing server crashes, addressing connectivity issues, or recovering lost data after an incident.

In contrast, IT maintenance services are based on a proactive approach to ensure systems remain secure, reliable, and up-to-date. This includes applying security patches, upgrading software versions, monitoring performance metrics, and optimizing system configurations to prevent future problems. For instance, regular database optimization or implementing automation scripts to improve server performance falls under maintenance. Together, both functions complement each other to deliver comprehensive IT management.

03/

Why is IT maintenance and support crucial for your business?

IT support maintenance is essential for maintaining seamless operations and preventing costly disruptions to your business. Unexpected system failures, security breaches, and outdated software can result in significant downtime, leading to lost revenue, decreased productivity, and potential damage to your brand’s reputation. IT support service providers help you build a well-maintained IT infrastructure by minimizing risks and maintaining smooth, uninterrupted operations, which is key to long-term success.

Furthermore, IT support and maintenance services help businesses quickly resolve issues before they become major roadblocks, ultimately saving time and money. With proactive monitoring and timely interventions, businesses can avoid expensive emergency fixes and unexpected costs. Regular updates and optimizations lead to better resource utilization, improved service delivery, and enhanced customer satisfaction.

04/

How much does software maintenance cost?

The cost of software maintenance can vary significantly depending on the complexity of the system, the level of support required, the specific services included in the maintenance package—and definitely the experience of an IT maintenance company you choose as a vendor. On average, businesses allocate between 15% to 25% of the initial development cost of the software annually for maintenance. This includes services such as bug fixes, software updates, security patches, performance improvements, and user support.

Factors like the scale of your software, the frequency of updates, and the need for customizations will influence the price. For example, maintaining a simple application with minimal updates will be less expensive than supporting a complex enterprise solution requiring regular updates, scalability, and security enhancements. It’s also important to consider whether your maintenance needs are reactive (fixing issues as they arise) or proactive (monitoring systems for potential problems and optimizing performance).

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