AMS — Application Management Services
Ongoing support and evolution
The challenge
Technology projects in the financial industry don't end at go-live.
The platform needs to be maintained, fixed, evolved, and scaled — and that has to be done by people who really know it.
Switching providers after implementation means starting from zero with someone who doesn't understand why things are the way they are.
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Our approach
When we build the platform, the same team that built it provides the AMS.
We know every design decision, every integration, every quirk of the environment. And when a third party built it, we take it over with a proven transition process that protects the operation from day one.
Our service model
A serious AMS doesn't run on good intentions — it runs on a model.
Ours is aligned with ITIL practices and adapts to each client's operations and tools.
Three service levels
Corrective: incidents resolved directly by L2/L3 specialists, with no call center in between. Enhancements: improvements, new requirements, and small projects on the platform. Preventive: monitoring, performance analysis, and platform health checks before the problem reaches the user.
Severity-based management, with a method
Every incident is classified by its business impact and follows a defined process for handling, escalation, and communication. Recurring incidents go to root-cause analysis — solving the same problem twice means it wasn't solved.
Coverage by criticality
8x5 coverage with extended on-call, and up to 24x7 for critical platforms, period-end closes, and go-lives. Coverage is set by each application's criticality, not by a rigid menu.
Full visibility
We work in the client's own ITSM tool, or stand ours up. Every month we publish a service report: ticket volume and SLA attainment, root causes, the enhancements backlog, and the commitments for the next period. The client never has to ask how the service is going.
Quarterly continuous improvement
Every quarter we review the service end to end with the client: which recurring issues were eliminated, how much technical debt was retired, and how the enhancements roadmap should be reprioritized.
Severity: | Situation: | Target response (reference): | Treatment: |
Sev 1 | Service down or massive impact on operations | ≤ 1 hour | Worked continuously until resolved |
Sev 2 | Major degradation or critical process affected | ≤ 2 hours | Prioritized workaround, then permanent fix |
Sev 3 | Limited impact; operations continue | ≤ 1 business day | Planned resolution |
Sev 4 | Minor requests and improvements | Planned | Prioritized in the enhancements cycle |
These are reference targets; contractual SLAs are agreed per platform and criticality.
What stays with the client
A platform that doesn't stall after go-live.
With real support, continuous evolution, and a team that responds because it understands the system — not because a new team skimmed the documentation.
Capabilities
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Corrective and enhancements support for Core Banking platforms
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Ongoing updates and improvements
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Support and evolution of Digital Banking solutions
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Performance monitoring and analysis
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Incident management and operational continuity
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Knowledge transfer to the client's internal team
Someone else built your platform? We can take it over.
A good part of our AMS comes from platforms we built ourselves. But we also take on platforms built by third parties, with a four-step transition process — technical and functional assessment, shadowing the outgoing team, a stabilization period, and gradual takeover with clear exit criteria. Without putting the operation at risk — that's the whole point of the process.
If your current provider isn't supporting you the way you expect, that's exactly the conversation we know how to have.
Let's talk about continuity