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Software support and maintenance agreements in the UAE

Launch day is the start of a system’s working life, not the end of the project. Next Orbit’s support and maintenance agreements keep software available, secure and current, and include a change budget so the system keeps pace with the business instead of holding it back.

Discovery Call See what you get
  • Architecture-led
  • R&D-backed
  • QC before every release
  • UAE, GCC & global
  • Annual agreements with a change budget
  • Monitoring, incident response and fixes
  • Security patches and platform updates
  • Improvements prioritised with you

Quick answer

What is support & maintenance and who is it for?

Software support and maintenance keeps a live system healthy: monitoring it, fixing defects, applying security patches and delivering agreed improvements. Next Orbit provides it under annual agreements with a change budget, for systems we built and, after an assessment, for systems built by others. It is for organisations in Dubai, Abu Dhabi, Sharjah, the entire UAE, the GCC and globally that rely on their software every day and want one accountable team.

Every engagement is architecture-led, delivered by an innovative, R&D-backed team of security-first engineers and quality-controlled before each release, for clients across Dubai, Abu Dhabi, Sharjah and the entire UAE, the GCC and globally.

  • Annual agreements with a change budget
  • Monitoring, incident response and fixes
  • Security patches and platform updates
  • Improvements prioritised with you
  • Built around your operation The architecture is agreed with you before any code, so the system fits how you already work.
  • Proven before you commit A prototype built around your workflow shows it working before the main investment.
  • Ready for the UAE Arabic and English, UAE compliance such as VAT and e-invoicing where it applies, UAE hosting where your rules require it, secure by design.
Your first step A Discovery Call with an engineer One conversation, then a tailored proposal. Book a Discovery Call

Operations board

The system you launch is watched, fixed and improved every month

This is the kind of board our support engineers work from: open tickets with owners and timers, live health and uptime. Nothing sits in an inbox, and you can see the same board we do.

  • 24Automated monitoring. Alerts are raised day and night, and response follows the cover agreed in your maintenance agreement.
  • SLAResponse targets in writing. Agreed per severity in the maintenance agreement.
  • ΔA system that evolves. The change budget turns feedback into shipped improvements.
Ops board · all systemsLive
Liveuptime monitor 4open tickets p95latency tracked OKbackups verified
  • NO-1182 Vendor cannot upload evidence from iPad High In progress M
  • NO-1179 S-curve export missing one package Medium Fixed · verifying Q
  • NO-1175 Add Arabic label on claims screen Low Scheduled D
  • NO-1170 Nightly ERP sync slow Medium Monitoring D

Each square is a day: calm, degraded, or an incident resolved within target.

  • Help desk and incidents

    A named channel, a ticket for every request, and response targets agreed in the maintenance agreement.

  • Monitoring and alerts

    Uptime, errors and performance watched around the clock with alerts routed to an engineer.

  • Corrective and preventive

    Defects fixed at the root, dependencies patched and upgrades planned before they become urgent.

  • Change budget

    An allowance of engineering time inside the annual agreement for small improvements, so the system keeps up with the business.

What you get

Support & maintenance: what we deliver

Annual support agreements covering monitoring, fixes, updates and a change budget for steady improvement.

Deliverable 01 · Support & maintenance

Help desk and incidents

One channel for reporting issues, with every ticket classified by severity, tracked to closure and included in service reports.

Deliverable
01 of 06
Tools
Ticketing & SLAs · Uptime monitoring
State
Delivered and documented

Deliverable 02 · Support & maintenance

Monitoring

Uptime, errors, performance and integration health are watched continuously, so many issues are resolved before users notice.

Deliverable
02 of 06
Tools
Backup & restore tests · Ticketing & SLAs
State
Delivered and documented

Deliverable 03 · Support & maintenance

Corrective maintenance

Defects are diagnosed, fixed, tested and released through the same quality-controlled pipeline used for the original build.

Deliverable
03 of 06
Tools
Ticketing & SLAs · Uptime monitoring
State
Delivered and documented

Deliverable 04 · Support & maintenance

Preventive maintenance

Operating systems, frameworks and libraries are kept current, certificates renewed, backups test-restored and capacity reviewed.

Deliverable
04 of 06
Tools
Ticketing & SLAs · Uptime monitoring
State
Delivered and documented

Deliverable 05 · Support & maintenance

Change budget

An allowance of development effort inside the agreement for small enhancements, new reports and adjustments as your processes evolve.

Deliverable
05 of 06
Tools
Ticketing & SLAs · Uptime monitoring
State
Delivered and documented

Deliverable 06 · Support & maintenance

Adaptive updates

Changes driven from outside: new iOS and Android releases, third-party API changes and regulatory updates such as VAT and e-invoicing rules.

Deliverable
06 of 06
Tools
Backup & restore tests · Ticketing & SLAs
State
Delivered and documented

Need support & maintenance for a project that does not fit a template? Tell us the problem and one of our expert engineers will map it to an architecture.

Discovery Call
01 / 03

What is included in a software support and maintenance agreement?

  1. A useful agreement states plainly what is covered, how to ask for help and how quickly each type of issue is handled.

    Read moreShow less

    Ours cover four kinds of work. Corrective work fixes what is broken. Preventive work keeps the platform patched and healthy. Adaptive work responds to outside change, such as a new mobile operating system or a revised payment API. Perfective work improves the system, funded from the change budget.

  2. Response and resolution targets are agreed for each severity level and written into the agreement, together with support hours, escalation contacts and reporting.

    Read moreShow less

    The details are tailored to how critical the system is to your operation.

  • Issue tracking with severity levels
  • Agreed response and resolution targets
  • Security patching and dependency updates
  • Backup checks and recovery drills
  • Regular service reports
  • Change budget for enhancements
02 / 03

Why does software need maintenance after launch?

  1. Software does not wear out, but everything around it moves.

    Read moreShow less

    Browsers and phones update, cloud providers retire old versions, researchers find flaws in widely used libraries, regulations change and your business adds a branch, a product line or an approval step. An unmaintained system slowly becomes slower, less secure and less aligned with how you work.

  2. Small, regular updates are much cheaper and safer than a large rescue after years of neglect, and they protect the original investment.

    Read moreShow less

    Next Orbit owns e-trainia and supports e-tijariX, MeezanX and AuthentiQ for clients, so long-term upkeep is part of our daily routine rather than an afterthought.

03 / 03

Can you take over support for software another company built?

  1. Often, yes.

    Read moreShow less

    We start with a technical assessment of the codebase, its documentation, the hosting, the deployment process, test coverage and known issues. We also confirm that you have the access and rights we need to work on it, since ownership and licensing are defined in your agreement with the original developer.

  2. The assessment ends with a frank report on the condition of the system and what supporting it would involve.

    Read moreShow less

    Sometimes we recommend a stabilisation phase first, adding monitoring, backups and automated deployment, before a regular support agreement begins.

  • Code, infrastructure and documentation review
  • Risk and technical-debt report
  • Stabilisation plan where needed
  • Knowledge transfer from the previous team

How we work

How we deliver support & maintenance

5 stages, each with a deliverable you can review and sign off before the next begins.

Revision A · stage 1 of 5

Onboard

Environments, access, documentation and known issues are handed over and verified.

Revision B · stage 2 of 5

Agree service levels

Severity definitions, support hours, targets and contacts are written into the agreement.

Revision C · stage 3 of 5

Operate

Monitoring, incident handling and scheduled maintenance run day to day.

Revision D · stage 4 of 5

Improve

Enhancements are prioritised with you and delivered from the change budget in iterative sprints.

Revision E · stage 5 of 5

Review

Service reports and review meetings track performance and plan the next period.

Build board

Where support & maintenance takes your project next

See how this capability applies across our services, products, innovations, R&D prototypes and AI work. Pick what fits, send it as a brief, and one of our expert engineers replies with the approach and a tailored proposal.

Level Explorer

Tap the support & maintenance work you would like from us. Your picks become a brief we reply to.

Applied to our services

Where this capability appears in the custom software, AI, IoT and app projects Next Orbit engineers for clients.

Explore services

Tools and standards

Tools, methods and standards we use for support & maintenance

Tools are chosen to suit the project, not the other way round. These are the ones we reach for most often; the final selection is made during solution architecture and explained in your tailored proposal.

  • Ticketing & SLAs
  • Uptime monitoring
  • Error tracking
  • Log analysis
  • CI/CD releases
  • Security patching
  • Backup & restore tests
  • App store updates
  • Service reports

Where it applies

Services and industries that use support & maintenance

Related services

  • 01

    Custom software development

    Enterprise systems, SaaS platforms, portals and legacy modernisation, engineered by a team that delivers and supports SaaS platforms in daily production.

    View service
  • 02

    ERP development

    Custom and cloud ERP for trading, manufacturing, projects and services, with VAT accounting and e-invoicing readiness built in.

    View service
  • 03

    Mobile app development

    iOS, Android, Flutter and React Native apps for customers, field teams, learners and connected devices.

    View service
  • 04

    Website design & development

    Fast, bilingual, search-ready corporate and product websites with a CMS your own team can run.

    View service

Industries

Questions, answered

Support & maintenance in the UAE: frequently asked questions

01 Will you support software you did not build?

Yes, once a technical assessment confirms the system can be supported safely and that you hold the access and rights needed.

02 What is a change budget?

An agreed allowance of development effort inside the annual agreement for small enhancements and adjustments, so routine changes do not each need a separate proposal.

03 What support hours do you offer?

Hours and response targets are tailored to the system. Our Dubai team works the UAE business week, a distributed engineering team extends coverage, and extended cover can be agreed for critical systems.

04 How is a support agreement priced?

It is scope-based, driven by the size and criticality of the system, the support hours and the change budget. A tailored proposal follows a review of the system.

05 Do you keep mobile apps current as iOS and Android change?

Yes. We test against new iOS and Android releases, update the apps and manage store submissions as part of maintenance.

06 What if we need a larger new feature?

Work beyond the change budget is scoped and proposed separately, then delivered by the same team that supports the system. Start with a Discovery Call.

Discuss support & maintenance for your project

Pick what you need and the right person on our team replies.

Answered by an engineer
  1. 1What you need
  2. 2About you
  3. 3Your request
  4. 4Confirm & send

What can we help you with?

A scoped, tailored proposal from an expert engineer.

Who should we reply to?

Tell us about it

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What happens next

From first message to a tailored proposal

  1. Discovery call with an expert engineer
  2. Solution architecture drawn around your operation
  3. Tailored proposal with scope and milestones

More capabilities

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Tell us what you are building

Share the problem, the systems involved and your timeline. You will hear back from an engineer, not a sales script.

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