Application maintenance, user support and managed services.
Go-live is not the end of a project. A solution then has to be maintained, used day to day and supported as it evolves. BleuLemon offers three modes of engagement according to your need: application maintenance to develop and maintain your solutions, support to help your users day to day, and the placement of consultants to strengthen your teams over the long term. Managed services is the umbrella term for our service continuation arrangements.
Atlassian Platinum Solution Partner since 2008 · ITSM specialisation recognised by Atlassian · Paris and Lyon, across France
Keeping solutions alive after deployment.
We believe that operations are the logical continuation of deployment.
A platform that works today will have to change tomorrow. Users will need help, new ways of working will appear, some settings will have to be adapted and internal teams may need additional skills.
Depending on the nature of the need, we offer three distinct and complementary arrangements.
Application maintenance: maintaining and developing your solutions.
Application maintenance answers the need to fix, configure and develop your applications.
You hold an allowance of work corresponding to a number of pre-purchased days. When a request reaches us, we analyse it and tell you, before any work starts, how many days it will use.
You then decide, fully informed, whether to go ahead. Once the work has been completed and accepted, the corresponding amount is deducted from your allowance.
This arrangement brings visibility while keeping flexibility: you draw on the available capacity according to your priorities.
Application maintenance can cover:
Incidents and regressions within the scope, with a criticality level per request.
Configuration: one more service in the catalogue, a flow to open, a dashboard.
Data extraction requests, feasibility studies.
Permissions, accounts, projects, spaces, Marketplace apps, version upgrades.
End of support, price change, deprecation of an app: the information reaches you before the deadline.
Out of scope: your infrastructure, your network, your workstations. We remain an IT transformation consultancy, not an outsourcing provider.
User support: availability and quick answers.
Support answers a different need.
You are not buying a number of days of work: you are buying the availability of a team to help your users throughout the subscribed period.
Our consultants answer questions about the day-to-day use of the solutions, help users when they run into difficulty and step in when an incident occurs.
Support does not cover enhancement, configuration or setting requests. Where a request falls into that scope, it can be handled separately under application maintenance.
The price of support is fixed for the subscribed period and depends in particular on the number of users covered. There is no adjustment based on the hours actually used: the client buys a level of availability and service.
The subscription runs for a set period and does not renew automatically.
Consultant reinforcement.
Some organisations need a larger and longer-lasting presence.
We can then place one or more consultants within your teams to take on or strengthen an activity over time.
This model suits large organisations that want to bring user support in-house while drawing on specialist skills, absorb a temporary peak in workload or strengthen an existing team.
The consultant works as close as possible to your organisation, your users and your processes, while drawing on the expertise and backing of the BleuLemon teams.
Application maintenance, user support, consultant reinforcement: how do you choose the right arrangement?
The choice follows the nature of the need.
| Your need | Suitable arrangement |
|---|---|
| Changing a workflow or a configuration setting | Application maintenance |
| Fixing an application fault | Application maintenance |
| Helping a user work with the solution | User support |
| Responding to an incident a user has hit | User support |
| Having a skill embedded in your team for the long term | Consultant reinforcement |
| Strengthening internal support over a long period | Consultant reinforcement |
These arrangements can of course be combined. An organisation may, for instance, have user support for day-to-day activity and an application maintenance allowance to handle the changes identified along the way.
Our five-stage approach.
We analyse the platform, how it is used, the history of requests and incidents, the populations concerned and the organisation already in place.
When we take over an environment we did not deploy, this phase secures the handover.
We define precisely what falls under application maintenance, under support or under consultant reinforcement.
Responsibilities, contact channels, service hours, priority levels and reporting arrangements are set before the start.
We organise the handover: access to environments, knowledge transfer, tracking tools, documentation, escalation paths and contacts with your teams.
Users need to know where to ask for help, how to qualify their need and what they can expect from the arrangement.
We support the set-up of the service and clarify roles so that the right subjects reach the right person.
We track activity, incidents, requests and enhancements so that the arrangement can be adapted when needs change.
The knowledge built up over successive tasks is captured to keep improving the quality of the service.
The natural continuation of our projects.
When we have scoped and deployed a solution, we already know its processes, its configuration, its constraints and its users.
That knowledge makes the move into operations easier: your teams do not have to explain their context again to a new supplier after go-live.
But we can also take over a platform we did not deploy. In that case we start by understanding what is in place, the documentation available, how the platform is used and the scope we are to commit to.
The aim stays the same: to organise clear, controlled service continuity.
The questions we get asked about application maintenance
A question that finds no answer here is dealt with in a thirty-minute conversation, about your actual context rather than a general case.
Talk to an expertWhy go through BleuLemon rather than a general outsourcing provider?
Because we remain an IT transformation consultancy, not an outsourcing provider: our scope is the application layer, with the same consultants who scoped and deployed the platform.
What is the difference between application maintenance and user support?
Application maintenance covers the solution: fixes, enhancements, configuration and settings. The client holds an allowance of days, and every task is estimated before it is carried out.
Support covers the user: questions about how to use the tool, day-to-day assistance and incidents. The client does not buy intervention time but the availability of the service over a given period.
The two are therefore complementary.
How is the application maintenance allowance used up?
You buy an allowance of work corresponding to a set number of days.
For every new request, we analyse it and tell you how many days will be needed. You therefore know the cost before deciding to go ahead.
Once the request has been completed and accepted, the corresponding number of days is deducted from the available allowance.
How is user support charged?
Support is priced at a fixed rate for the subscribed period, based in particular on the number of users covered.
You buy a service that is available to your users, not a number of hours to use up. Billing is therefore not recalculated according to the time actually spent on requests.
Can support make configuration changes?
No. Support is there to help users in their day-to-day work and to step in when an incident occurs.
A configuration change, a new workflow or a functional enhancement falls under application maintenance or a separate project engagement.
This separation keeps support available to users.
Does the support contract renew automatically?
No. Support is taken out for a defined period and is not renewed automatically.
At the end, we review the arrangement with you and you are free to decide whether to renew it, change it or stop it.
When is placing a consultant the better option?
When the need is regular and substantial enough to justify a lasting presence within your teams.
This model suits large organisations that want to strengthen or bring their support in-house while keeping access to specialist skills and to BleuLemon's collective expertise.
Can application maintenance and user support be combined?
Yes. It often makes sense.
Support handles the questions and incidents users meet day to day. Where a request shows that the solution itself needs changing, it can be qualified and passed to application maintenance.
Support therefore feeds back needs from the field without turning every user request into an enhancement project.
Can you take over a solution you did not deploy?
Yes.
We then run a familiarisation phase to understand the configuration, the ways of working, the documentation available, the incident history and the existing responsibilities before committing to the service.
What role does AI play in support and application maintenance?
AI can help find information in the documentation more quickly, match a new request to cases already handled, summarise a history or spot recurring incidents.
It can speed up our consultants' work, but it does not change the scope of the service: a support request remains a support request, and a configuration change remains an application maintenance task.
A project is not finished when it is delivered. It really begins when your teams make it their own.
BleuLemon, a French consultancy (Paris, Lyon) and Atlassian Platinum Solution Partner since 2008. 83% of our target clients retained over three years (internal data). More than 30 staff.
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