--- title: Home description: SoftBCom provides managed operations, maintenance, monitoring and technical support throughout the software lifecycle, from deployment to ongoing production operation. --- [![softbcom-logo-black-letters](https://softbcom.com/hubfs/Logo/softbcom-logo-black-letters.png)](https://softbcom.com/?hsLang=en) - Solutions - [SoftBCom AI Agents](https://softbcom.com/voice-agents) - Contact Center - [Contact Center](https://softbcom.com/contact-center-omnichannel-for-customer-satisfactioncontact-center) - [Managed Outbound](https://softbcom.com/managed-outbound) - [Videochannel](https://softbcom.com/videochannel) - [QAWacht - AI Quality Assurance](https://softbcom.com/quality-assurance) - [Service Desk](https://softbcom.com/service-desk) - [About us](https://softbcom.com/about-softbcom) - [Operations & Support](https://softbcom.com/operations-support) - [Blog](https://softbcom.com/blog) - [Contact us](https://softbcom.com/contact-us) - [Trust](https://softbcom.com/trust) - [DE](https://www.softbcom.de/?utm_source=domain_com) - Solutions - [SoftBCom AI Agents](https://softbcom.com/voice-agents) - Contact Center - [Contact Center](https://softbcom.com/contact-center-omnichannel-for-customer-satisfactioncontact-center) - [Managed Outbound](https://softbcom.com/managed-outbound) - [Videochannel](https://softbcom.com/videochannel) - [QAWacht - AI Quality Assurance](https://softbcom.com/quality-assurance) - [Service Desk](https://softbcom.com/service-desk) - [About us](https://softbcom.com/about-softbcom) - [Operations & Support](https://softbcom.com/operations-support) - [Blog](https://softbcom.com/blog) - [Contact us](https://softbcom.com/contact-us) - [Trust](https://softbcom.com/trust) - [DE](https://www.softbcom.de/?utm_source=domain_com) Operations & Support # From deployment to day-to-day operation SoftBCom does more than provide software. We deploy, operate and support customer solutions throughout their technical lifecycle — from initial setup and production launch to monitoring, maintenance, updates, scaling and ongoing support. For SaaS solutions, operation is managed by SoftBCom as part of the service. For private cloud, dedicated and on-premise environments, the operational model can be adapted to the customer’s infrastructure and requirements. [Discuss your operational requirements](https://softbcom.com/operations-support#cta) ![](https://softbcom.com/hubfs/Screenshot%202026-10-18%20at%2023.24.14.png) Managed Operations ## We stay responsible after go-live In most customer projects, SoftBCom does not simply deliver the software and hand over the installation. We continue to manage the application environment and support its operation on the customer’s behalf. This gives customers a single technical partner who knows both the software and the specific implementation. ### Managed Operations can include: - Application monitoring - Maintenance and software updates - Configuration management - Incident analysis and troubleshooting - Performance and capacity monitoring - Backup and recovery procedures - Management of connectors and integrations - Technical coordination with infrastructure and third-party providers - Lifecycle management and planned upgrades - Ongoing operational support ##### Customers can use SoftBCom as both the software provider and the technical operating partner for their solution. Deployment Models ## Different infrastructures. The same operational expertise. ### SaaS SoftBCom operates the application and underlying service environment as part of the SaaS offering. We manage monitoring, maintenance, updates, service configuration and the ongoing evolution of the platform. --- ### Private Cloud and Dedicated Environments Customer-specific installations can be operated by SoftBCom in dedicated or private-cloud environments. Depending on the agreed architecture, SoftBCom can manage the complete application layer while infrastructure responsibilities remain with SoftBCom, the customer or another infrastructure provider. --- ### On-Premise SoftBCom solutions can also be deployed within customer-controlled infrastructure. Operation can range from customer-managed environments to installations where SoftBCom continues to provide application management, maintenance and technical support. ##### **The operational split is defined according to the customer’s technical and organizational requirements.** Monitoring and Reliability ## Designed for production operation Operational systems need more than installation and configuration. SoftBCom uses monitoring, logging and operational controls to identify issues, understand system behaviour and support reliable production operation. ### Depending on the solution and deployment model, this may include: - Application and service monitoring - Performance and resource monitoring - Technical event logging and tracing - Capacity management - Failure analysis - Backup and recovery procedures - Planned maintenance - Operational escalation procedures Support ## Support from people who know the implementation Technical support is closely connected to implementation and operations. Where possible, customer systems are supported by specialists who are familiar with the original project, its configuration, integrations and operational environment. This reduces handovers and helps issues to be analysed in their actual technical context. ### Support may include: - Incident analysis and troubleshooting - Correction of reproducible software defects - Assistance with configuration - Support for integrations and connectors - Guidance on platform functionality - Operational assistance - Coordination of technical changes Support Levels ## Support aligned with operational requirements Standard support is provided during regular business hours unless otherwise agreed. For production-critical environments, extended support, priority handling and customer-specific service levels can be agreed separately. Typical support priorities distinguish between: #### Critical Service unavailable or major production impact #### High Significant functionality impaired #### Medium Partial impairment or workaround available #### Low General inquiries, minor issues or feature-related questions ##### Customer-specific response times and service levels can be defined contractually where required. [View Support, Maintenance and Service Lifecycle →](https://softbcom.com/support-maintenance-service-lifecycle?hsLang=en) Updates and Lifecycle Management ## The installation evolves with the platform ##### SoftBCom solutions are continuously developed and maintained. ### Depending on the deployment and service model, operational management can include: - Software updates and maintenance releases - Security-related updates - Compatibility adjustments - Configuration changes - Planned upgrades - Adaptation to changes in third-party services and APIs - Capacity adjustments as usage grows - Introduction of new platform functionality ##### We aim to keep customer installations operationally current without requiring customers to manage every technical change themselves. Scaling and Change ## Built to change with your requirements Operational requirements rarely remain static. Projects may grow in user numbers, transaction volume, channels, integrations or process complexity. SoftBCom can adapt both software configuration and operating resources as requirements change. - Scale capacity up or down - Add modules and channels - Extend processes - Add or modify integrations - Adjust configurations - Move to a different deployment model where appropriate ##### Start with the environment you need today and extend it as your operation grows. Integrations in Production ## We operate more than the core application Modern service environments depend on multiple systems. SoftBCom can support the operational side of integrations with CRM, ERP, telephony, AI services, APIs and other third-party systems used by the solution. When external dependencies change, we can adapt connectors, configurations or service components where required to maintain compatibility and operational stability. Security in Operations ## Operational security is part of the service Operations are carried out within defined technical and organizational controls. ### These include, depending on the deployment: - Role-based access - Controlled administrative access - Logging and tracing - Secure data transmission - Monitoring - Backup and recovery procedures - Incident handling - Defined operational responsibilities ##### For detailed information about data protection, infrastructure, subprocessors and AI-related data processing: [Trust & Compliance →](https://softbcom.com/trust?hsLang=en) Professional Services ## Operations can start before go-live Where required, SoftBCom also provides the professional services needed to prepare a solution for production operation: - Solution and architecture design - Configuration and customization - Integration development - Workflow design - AI agent configuration - Testing - Onboarding - Training - Production launch support ##### The same technical knowledge can then remain available during ongoing operation. ## One technical partner beyond go-live ##### Whether your solution runs as SaaS, in a private cloud or within your own infrastructure, SoftBCom can remain responsible for its application operation, maintenance and support. ![](https://softbcom.com/hubfs/Logo/softbcom-logo-white-letters.png) ABOUT SOFTBCOM [About Us](https://softbcom.com/about-softbcom?hsLang=en) [Blog](https://softbcom.com/blog?hsLang=en) SOLUTIONS [Contact Center](https://softbcom.com/contact-center-omnichannel-for-customer-satisfactioncontact-center?hsLang=en) [QAWacht - AI Quality Assurance](https://softbcom.com/quality-assurance?hsLang=en) [AI Agents](https://softbcom.com/voice-agents?hsLang=en) [Service Desk](https://softbcom.com/service-desk?hsLang=en) PUBLICATIONS [What Is Service Desk?](https://softbcom.com/blog/what-is-service-desk?hsLang=en) [What is IVR?](https://softbcom.com/blog/what-is-ivr?hsLang=en) [What is ACD?](https://softbcom.com/blog/what-is-acd?hsLang=en) [What is Omnichannel Contact Center?](https://softbcom.com/blog/benefits-of-an-omnichannel-solution-for-contact-centers?hsLang=en) CONTACT US [+49 30 513 02118](tel:+493051302118) [contactsbc@softbcom.com](mailto:contactsbc@softbcom.com) [8th floor
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