When it comes to maintaining and supporting software solutions in a production environment, should your IT team handle it internally, or is it more beneficial to work with an experienced partner?
This article explores the advantages and challenges of both approaches, providing key insights and best practices to help your company make an informed decision.
Understanding Your Needs
Not all software is equal, especially in a production environment where software solutions directly impact uptime, quality, and overall efficiency. A specialized approach to maintenance and support is required to ensure operational continuity.
Key considerations when evaluating software maintenance needs:
- Software Criticality – Does it affect uptime, productivity, quality, or efficiency?
- Expected Response Time – Do you need support within minutes, hours, or days?
- Expected Resolution Time – How quickly should issues be resolved?
- Minimum Required Services – Do you need support, updates, monitoring, or all three?
- Security & Compliance – What protocols and certifications must be met?
Once you've assessed these needs, the next step is analyzing the components of your software solution, including servers, databases, application software, interfaces, and cloud connectivity. Understanding common maintenance tasks is essential in selecting the right approach.
High-Level Software Maintenance Tasks:
- System monitoring
- Application support and training
- Software updates and patch management
- Backup and recovery
- Troubleshooting and diagnosis
- Configuration and change management
- Quality assurance and documentation
- Security compliance
- Performance optimization
Prioritizing these tasks will help determine the most effective service model for your company.
Key Areas |
In-House Maintenance |
Outsourced Maintenance |
Total Cost of Ownership |
Lower costs if internal IT resources are underutilized, but hidden costs (diagnostic tools, licenses, training) may arise |
Predictable costs; savings on updates and monitoring, but can be expensive without the right contract |
Control Over Processes |
Full control over tasks and focus areas, but requires ongoing management and dedicated expertise |
Access to experienced partners with industry knowledge, but risk of over-reliance on external service providers |
Resources & Expertise |
Knowledge retention within the company, but limited exposure to best practices from external environments |
Highly skilled professionals with exposure to various challenges, but potential language and communication barriers |
Response & Resolution Times |
Can be faster if internal resources are available, but dependent on third-party vendors for complex issues |
Service Level Agreements (SLAs) ensure faster resolution, but delays may occur if SLAs are not well-defined |
Security & Compliance |
Limited exposure of sensitive data, but may lack industry-specific compliance expertise |
Global providers often adhere to strict regulations, but potential data security risks exist if protocols are not followed |
Core Business Focus |
Aligns with internal IT strategy, but not a core business function, leading to inefficiencies |
Higher investment and service innovation from suppliers, but increases dependency on third-party vendors |
Making the Right Choice
The decision to keep software maintenance in-house or outsource it depends on your company’s specific needs, priorities, and resources. While in-house support provides greater control, it requires continuous investment in training, tools, and expertise. On the other hand, outsourcing to a reliable service partner ensures access to specialized knowledge, and compliance with industry standards.
If your software solution plays a critical role in uptime, quality, or efficiency, partnering with an experienced software service provider—especially if they are the software developer—can be a strategic advantage.
The Myth of Full Control with In-House Software Maintenance
Consider this example from a customer who initially chose to handle software maintenance in-house, declining our Software Support Contract to save costs. For six months, operations ran smoothly. However, by month seven, they faced a critical software issue beyond their internal team’s expertise. This issue arose due to changes in their environment during a routine server update, introducing new security policies that led to urgent assistance requests.
Over two months, they required:
- Problem Resolution – Diagnosing and fixing a system failure.
- New Configuration – Implementing advanced adjustments.
- Training – Upskilling their team to prevent future issues.
These ad-hoc requests ended up doubling the initial cost of our Software Support Contract. Additionally, without a service agreement, ticket investigations were delayed by several days—an unacceptable risk for critical applications.
This case highlights the value of a Software Support Contract:
- Predictable Costs – Avoids unexpected expenses.
- Faster Resolution Time – Ensures minimal downtime.
- Expert Access – Provides specialized knowledge with easy communication channels.
For critical software, partnering with an experienced provider ensures reliable support and controlled costs.
Want to Learn More?
Interested in a tailored analysis for your company? Reach out to your Atlas Copco representative to explore how our software maintenance solutions can support your operations.
You might be interested
Articles
Service Simplified: Software Maintenance Explained
What is software maintenance and how many types exist? Why do I need software maintenance? What is the software Health Check? What is TechCover software maintenance service?
Articles
TechCover: A Service Solution for Continuous Software Maintenance
As businesses increasingly rely on sophisticated software to manage operations, continuous software maintenance is crucial to avoid disruptions and ensure everything runs smoothly over the long haul.
Articles
In-House vs. Outsourced Software Maintenance and Support: Which One is Right for Your Business?
When it comes to maintaining and supporting software solutions in a production environment, should your IT team handle it internally, or is it more beneficial to work with an experienced partner?
