Application Support and Maintenance Managed to Defined SLAs in Your ITSM.

Managed application support to defined SLAs, 24/7 capable. We run managed application support using your existing ticketing system, observability platform, and on-call tooling — operating as a 24/7-capable extension of your engineering team. Every incident, bug, and change request flows through a documented, SLA-governed process. P1 incidents are acknowledged in 15 minutes; P3/P4 are managed without interrupting your engineers. Your team receives pre-packaged escalations with diagnostic value, not noise.

Business Operations

Technical Stack & Capabilities

We manage support queues in Jira Software, Jira Service Management, ServiceNow, Linear, or Freshservice, with application health monitored through Datadog APM, New Relic, Dynatrace, Splunk, or Elastic APM.

On-call alerting runs through PagerDuty, OpsGenie, or VictorOps, and logs are managed in Splunk, the ELK Stack, or Datadog Logs. Runbooks and documentation are maintained in Confluence, Notion, or GitBook, with patch deployments coordinated through GitHub, GitLab, or Bitbucket.

SLA tiers are agreed during onboarding: P1 (critical — 15-minute acknowledgement, 2-hour resolution target), P2 (high — 1-hour acknowledgement, 8-hour resolution), and P3/P4 (normal/low — next business day).

What We Cover

Incident Management & On-Call Support

We monitor application health through your observability platform and respond to PagerDuty or OpsGenie alerts to agreed SLA tiers. P1 incidents are acknowledged within 15 minutes, triaged with your runbooks, and escalated to your on-call engineers where code changes are required. Post-incident reviews and root-cause documentation are produced within 48 hours of every P1.

Bug Triage & Resolution

We manage your support queue in Jira or ServiceNow — triaging, reproducing, and categorising reported defects, writing detailed bug reports with reproduction steps, and handling minor configuration and data fixes without developer involvement. Complex bugs are escalated with full investigation notes attached.

Release Support & Patch Deployment

We coordinate and execute deployment of maintenance releases, hotfixes, and patches following your change management process. Pre-deployment checklists, smoke tests, and rollback procedures are documented and followed on every release.

Knowledge Base Maintenance

We maintain your internal runbooks, known-issue documentation, and FAQ articles in Confluence or Notion — keeping them current with every resolved incident and software update. A well-maintained knowledge base directly reduces mean time to resolution across the team.

Why The Connect BPO

Single Source of Truth for Incidents

Every issue, response, resolution, and post-mortem is recorded in your ITSM platform — not in a separate vendor portal. Your engineering leadership has a complete, unbroken incident history without data exports.

SLAs That Are Contractually Defined, Not Aspirational

Response and resolution times are written into the contract, tracked in your ticketing system, and reported on monthly. You see SLA adherence rates, not qualitative summaries.

Reduces On-Call Burden on Your Engineering Team

By absorbing P2–P4 incidents and triaging P1s before escalation, we significantly reduce the number of out-of-hours pages your engineers receive — protecting both morale and retention.

Service Detail Sub 1
Service Detail Sub 2

How We Deliver Seamless BPO Support

A structured approach designed to deliver reliable support, minimize downtime, and keep your business running smoothly.

01

Step One

Assess Systems

Want to know more

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore.

OUR SERVICES

Other services

Data, Analytics & Emerging Technologies

Data, Analytics & Emerging Technologies

Actionable insights and modern technology solutions for informed decisions.

Application Support & Maintenance

Application Support & Maintenance

Proactive monitoring and maintenance to ensure software peak performance.

DevOps & Cloud Services

DevOps & Cloud Services

Streamlined development and scalable cloud infrastructure for agility.

OUR PROCESS

How we work

Hear from our clients about how our BPO solutions have streamlined their operations and boosted efficiency.

01
Background

Assess

We review your current operations, volumes, pain points, and service level expectations.

REQUIREMENTS
WORKFLOWS
VOLUMES
Assess
02
Design
03
Onboard
04
Optimise
FAQs

Have questions ?

Answers to the questions we hear most often from businesses evaluating Connect BPO.

Connect BPO is backed by the Kanrich Group. This institutional backing means our clients work with a partner that has documented governance, financial stability, and long-term commitment. We operate on a dedicated-team model with defined SLAs, transparent pricing, and a named account manager for every engagement.
We work with clients across the UK, Europe, Australia, the Middle East, and South and Southeast Asia. Our operations are based in Colombo, Sri Lanka, and we work across time zones to align with client business hours.
We provide customer support (voice, chat, email), IT support and infrastructure, finance and accounting, human resources outsourcing, data and analytics, application support and maintenance, software development (via Cloud99X), and knowledge and legal process outsourcing. See the full list on our Services page.
Onboarding follows a structured five-step process: assess (we review your requirements and volumes), design (we configure a service model and team), onboard (process documentation, system integration, training), operate (live operations with agreed SLAs), and optimise (regular performance reviews and continuous improvement).
Our operations align with GDPR requirements and international data protection standards. Technology infrastructure and cybersecurity are managed by Cloud99X. We apply data access controls, regular security audits, and documented incident response processes across all client engagements.
Yes. We work with businesses across different sizes and growth stages, from growing SMEs establishing their first outsourced function to larger enterprises seeking a reliable, governed outsourcing partner at scale.
We use a fixed-scope pricing model. You receive a clear proposal with defined deliverables, team structure, and monthly cost before signing. There are no hidden fees or unexplained cost increases. Pricing is reviewed transparently at each contract renewal.
We serve clients in technology and SaaS, e-commerce and retail, financial services and FinTech, healthcare and health technology, professional services and legal, and logistics and supply chain.
Our offices are located at No. 6-1/1, 3rd Floor, Joseph Lane, Colombo 04, Sri Lanka. We are open Monday to Friday, 9:00 AM to 5:00 PM Sri Lanka Standard Time (UTC+5:30).
Reach out via the contact form on our Get In Touch page or email hello@theconnectbpo.com. We will respond within one business day. From there, we schedule an initial call to understand your requirements and confirm whether we are the right fit for your needs.

Let's Connect

Ready to streamline
your operations?

Connect BPO provides reliable, efficient, and scalable solutions to streamline your operations and help your business grow.