Support and maintenance

Your software always available, with guaranteed response times

We resolve inquiries, errors, and critical failures under a defined SLA. You focus on your business, we make sure everything works.

See success stories

Clients that trust us

6+years of experience

20+industries impacted

60+satisfied clients

120+projects delivered

250k+users

What is the support and maintenance service?

It's the service that keeps your software running after launch.

We handle what comes up day to day (inquiries, errors, failures) while proactively caring for the system so problems never get to interrupt your operation.

The foundation of our service:

SLA

(Service Level Agreement)

It's the agreement that defines exactly how we respond, within what timeframes, and through which channels.
Much more than a contract, it's the guarantee that your software has real backup.

Guaranteed response times:

Every problem has a maximum response time based on its urgency.

Defined scope and timelines:

It's always clear what gets resolved, how, and in how long.

Agreed-upon contact channels:

You always know how to reach us when something happens.

Support that resolves, whenever you need it

From a quick question to a critical failure, we have a clear process for every case.

We answer questions about how the software works, provide database guidance, and give usage recommendations without needing technical intervention.

We make minor configuration changes, visual parameters, or system logic that don't involve a major development but require our team's intervention.

We identify and fix bugs that affect the software. Every correction is documented and tracked in the ticketing system.

We respond with top priority to issues that partially or fully disable the software: server crashes, database connection errors, or blockages in key workflows.

Continuous maintenance that takes care of your software

A service that goes beyond putting out fires.

Schedule a meeting

Software updates

We keep the software up to date on dependencies, libraries, and components to avoid vulnerabilities and compatibility issues.

Database operations

We run downloads, queries, data corrections, and any direct database intervention your internal team can't or shouldn't perform.

Continuous monitoring

We watch the system's state in real time to catch anomalies before they turn into failures that affect users.

Security alerts

We proactively notify you of any suspicious activity, detected vulnerability, or potential risk in the software's environment.

Security checks

We run periodic system reviews to confirm access, permissions, and configurations stay within agreed standards.

Communication channels

Always available, however you prefer

Direct communication for quick questions and day-to-day coordination with the support team.

Calls

For urgent situations that require speaking directly with an available technical team member.

A formal channel to document requests, send reports, and keep a record of communications.

Tickets

A centralized log of active requests to track, prioritize, and document every intervention.

“Good support goes beyond answering a ticket. What makes the difference is having a close team, a direct communication channel, and one that understands each client's context. At Tubesoft we aim to respond quickly, but above all to deliver solutions that let our clients keep working with peace of mind.”

Cristian Hernández

Software Engineer

A plan for every software

Our plans adapt to the size, criticality, and needs of your software. The price varies based on the agreed SLA.

There's no one-size-fits-all plan because not every piece of software has the same criticality or availability requirements.

We define the coverage level, response times, and channels together with you, based on what your operation actually needs.

Success stories in different industries

Design

“After several years looking for a support solution for our platform that meets the times, is effective and friendly, Tubesoft is by far the best solution to our problems of maintenance on our site. They are proactive, creative and very professional.”

Paula Parot

Founder @The Little Black Guide

Paint

“Tubesoft is the best alternative for web design! The team is very professional, and they are very attentive to their clients. They helped me clarify my doubts and fulfill all my requirements. I highly recommend them!”

Frank Albuerne

General Manager @Pinturas Albuerne

Education

“The customer service is friendly, always willing to answer my questions and adapt to my needs. I highly recommend their service for the quality and professionalism they provide.”

Dayana Lira

Academic Secretariat @Preuniversitario Carez y Córdova

Food

“They easily understood our business needs, and we know how difficult it is to translate ideas into technological developments, but in my personal experience and as a company, in 2-3 meetings the guys managed to come up with a model that was exactly what we needed for Nutrisco, always being flexible and agile in their responses.”

Brian Olea

Corporate Accounts Payable and Receivable Manager @Nutrisco

Drinks and retail

“With Tubesoft we have developed the entire digitalization of Liquidos.cl, with efficient and innovative solutions.”

Juan Pablo Valdivieso

Board Member @Liquidos.cl

Technology

“They helped us completely in the challenge of launching our first mobile app in 3 months. In addition to the work and compliance with the deadline, they achieved something that we had requested in an extraordinary way. They left the knowledge within the organization, particularly with a person from our team who led it. Definitively, we wouldn't have achieved this without their help.”

Pablo Diaz

VP of Product @Encuadrado

Agronomy

“Tubesoft has been key in the development of our web platform. Their practical solutions and excellent support give me confidence in the entire process. I highly recommend them.”

Alexander Lucic

Offer Manager and R&D @CDTEC

Education

“The support they have given me gives me confidence, since besides the technical aspects they have helped me identify my company's needs so that the associated developments are well defined and processes are optimized.”

Carlos Cordova

Director @Preuniversitario Carez y Córdova

Mobility

“The experience was very smooth from start to finish. They met all our expectations, with excellent availability and very quick to respond. I recommend the service 100%.”

Gabriel Reizin

Founder and CEO @PagoPark

Logistic

“Tubesoft is a very good partner to outsource certain technological tasks. They have a lot of experience and a very close support.”

Felipe Cruz

Growth Hacking Team Lead @Wareclouds

Legal

“Tubesoft is a serious and responsible company that allows you to materialize digital projects in your company, making it more efficient and competitive.”

Sebastian Sanchez

Lawyer Partner @BSS Legal

Real State

“It is a tremendously professional company, that has guided us in the definition of our product and later an excellent execution.”

Benjamin Astaburuaga

Founder & CEO @Citify

Design

Paula Parot

Founder @The Little Black Guide

Paint

Frank Albuerne

General Manager @Pinturas Albuerne

Education

“The customer service is friendly, always willing to answer my questions and adapt to my needs. I highly recommend their service for the quality and professionalism they provide.”

Dayana Lira

Academic Secretariat @Preuniversitario Carez y Córdova

Food

Brian Olea

Corporate Accounts Payable and Receivable Manager @Nutrisco

Drinks and retail

“With Tubesoft we have developed the entire digitalization of Liquidos.cl, with efficient and innovative solutions.”

Juan Pablo Valdivieso

Board Member @Liquidos.cl

Technology

Pablo Diaz

VP of Product @Encuadrado

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FAQ

Tubesoft's software support and maintenance service has two complementary layers:

Support (reactive): responds to inquiries, adjustments, bugs, and critical failures in the software as they happen.
Maintenance (proactive): continuous system monitoring, updates, security alerts, and periodic checks of the software in production.

A software support SLA (Service Level Agreement) defines:

Maximum response times by issue type.
Available communication channels.
Scope of the interventions covered.

The price of software support and maintenance varies depending on the agreed SLA: response times, channels, coverage hours, and scope. Schedule a meeting and we'll put together the right plan for your operation.

It depends on the plan contracted. Some SLAs include extended coverage for critical failures. This is defined before signing the contract.

Access to systems, databases, and infrastructure is defined and scoped at the start of the service according to a protocol agreed with the client. Within those permissions, the team can run queries, audits, data exports, and fixes when the case requires it. No operation is ever run outside the previously authorized scope.

Yes. Continuous monitoring of the system is part of the service. We watch the software in real time and proactively alert on any anomaly, without waiting for the client to report the problem.

Yes. Plans are flexible and can be adjusted at each renewal or whenever you need.

No. This service is exclusive to software developed by Tubesoft. If your software was built by another provider, contact us to evaluate your case.

It depends on the plan contracted. Generally we work through email, WhatsApp, or Slack according to what the SLA defines. The client always has a direct channel with the support team, with no intermediaries or impersonal ticketing systems.

It depends on the plan. The service covers the software's ongoing operation: bug fixes, minor adjustments, security updates, and monitoring. Some plans include hours for small improvements, though they're not meant for large-scale features. When a bigger need comes up, the commercial team puts together a separate quote as quickly as possible.

Yes. Proactive maintenance includes reviewing and updating dependencies to avoid vulnerabilities and ensure the software's long-term compatibility.

We design and build software in compliance with Law 21.719: