Managed Application Support
Thailand-based Managed Application Support with bilingual Thai and English teams, ITIL-aligned processes, SLA / KPI management and flexible coverage up to 24×7. More than supplying support resources, Aware takes responsibility for running, measuring and improving the service.
What changes when Aware manages your application support
Clear Service Ownership
Aware operates your application support service. You don't need to manage the resources yourself.
Measurable performance
Agreed SLA / KPI targets, reporting and operational visibility give management a clear view of how the service is performing.
Operational Continuity
Aware manages roster planning, shift coverage, backups, handovers and resource continuity as part of the service.
Continuous Improvement
Knowledge, recurring incidents, operational trends and repetitive activities become opportunities for improvement and automation.
From resources to service ownership
Aware Managed Application Support goes beyond adding people or handling tickets. It brings people, process, technology and service ownership together in one managed operation.
People + Process + Technology + Service Ownership
More than support resources. Aware operates the service.
Here’s how Aware delivers those outcomes.
Service Ownership
Aware operates the agreed service
- Aware operates the application support service instead of simply supplying resources
- Because Aware manages the operation, we can take responsibility for how the service performs
Thailand-Based Support
Bilingual Thai and English capability
- Thai and English communication with local delivery, without language or time-zone friction
- Goes beyond call logging, with structured investigation, troubleshooting and documentation
Structured Service Management
ITIL-aligned operations
- Defined incident, request, escalation, knowledge and service-management processes
- We aim to reduce recurring operational effort over time, not just close individual tickets
SLA & KPI Management
Service performance you can see
- Performance is measured against agreed targets and reviewed through operational reporting and service reviews with your Service Delivery Lead
- Operational dashboards give visibility into SLA, workload, incident trends and recurring problems
Technical Investigation
Structured troubleshooting before escalation
- Investigation and troubleshooting before escalation to L2/L3 teams, application owners, developers or vendors
- The level of investigation and escalation support is agreed for each contract, not included automatically
Governance & Visibility
Continuous improvement, by design
- Operational reporting, trends, service reviews and improvement actions, coordinated by your Service Delivery Lead, give management visibility
- Recurring issue analysis, RCA coordination, process improvement and automation opportunities identified over time
Service Continuity
Coverage that doesn't depend on one person
- Aware manages shift rosters and coverage for your agreed operating hours
- Backup arrangements help maintain coverage during planned and unplanned absence
- When team members change, Aware manages replacement planning, knowledge transfer and onboarding, keeping the impact on service delivery to a minimum
- Structured shift handovers keep open incidents, pending actions and important operational information visible across shifts
One service, several capability levels
Aware Managed Application Support can include L1, L1.5 and L2 capabilities. The exact support level depends on the application environment and agreed scope.
Support Capability
Front-line & technical support
- L1 Front-Line Application Support
- L1.5 Technical Support
- L2 Application Support (where applicable)
- Initial Investigation & Troubleshooting
- Technical Escalation
Service Management
How work is handled
- Incident Management
- Service Request Fulfilment
- Major Incident Coordination
- Knowledge Management
- Root Cause Analysis Coordination
Managed Service Capabilities
Ongoing operation & oversight
- Application Monitoring (where in scope)
- SLA / KPI Reporting
- Continuous Service Improvement
What’s included depends on the scope and application environment we agree for each engagement.
The Managed Application Support operating model
Aware operates a structured application support function with defined processes, responsibilities and escalation paths.
Managed Service, or additional resources?
Whoever manages the day-to-day operation is the one who can reasonably be held accountable for how it performs.
Managed Application Support
An assigned Aware Service Delivery Lead oversees the engagement, performance and governance. Aware manages the operation and takes accountability for agreed SLA / KPI, coverage and operational performance within the agreed scope.
Aware manages the application support operation, including:
- • Service delivery
- • Team management & shift roster
- • Backup planning & resource continuity
- • Operational processes & shift handover
- • SLA / KPI management
- • Reporting & governance
- • Knowledge management
- • Continuous improvement
Outsourced IT Staffing
Aware provides contracted resources within your operating model. Your organization directs the day-to-day operation and remains responsible for overall service performance.
You retain control of:
- • Daily work allocation
- • Priorities
- • Shift planning
- • Operational processes
- • Escalation decisions
- • Service performance
Need people? Outsourced IT Staffing. Need Aware accountable for the service? Managed Application Support.
Application Support powered by data, automation and AI
Aware uses technology to keep improving how the managed operation runs. As part of continuous improvement, we look for opportunities to add reporting, automation or AI that strengthen the support operation. These capabilities come from Aware’s wider Support Services ecosystem, the Innovation pillar, and are scoped into each engagement rather than included by default.
Operate
Incident handling, service requests, monitoring, troubleshooting and escalation.
Measure
SLA, response performance, ticket trends, workload and recurring incidents.
Improve
Knowledge management, root cause analysis, process improvement and alert tuning.
Automate
Automated reporting, workflow automation, ticket enrichment and appropriate AI-assisted capabilities.
Turning ticket data into operational visibility
The Challenge
Ticketing systems hold plenty of operational data. Service managers don’t always get a clear view of workload, SLA performance, ticket trends and recurring issues without manual reporting or repeated exports.
Aware Response
Aware Support Services built an Application Support Operations Dashboard in Power BI, consolidating ticket data into one management view that supports day-to-day monitoring and service reviews.
The Result: A Clearer View Of:
SLA
Performance against agreed targets
Workload
Trends
Service
Flexible Application Support coverage
We agree coverage, service levels, team structure and scope during service design, based on your application criticality, ticket demand, tooling and business requirements.
9×5 Business Hours
For applications supported during normal business operations.
Priority-based response targets agreed during service design
Custom Coverage
Response targets agreed during service design
24x7 Managed Support
For business-critical applications requiring continuous support coverage.
24×7/ 365, all incidents
Priority-based response targets agreed during service-design.
SLA / KPI targets are agreed during service design. Final commitments depend on scope, coverage, application criticality, dependencies, required knowledge and the responsibilities Aware can directly manage. Typical measures may include first response, service coverage, ticket handling, triage, escalation, reporting and other agreed operational indicators.
Getting Started
Transition and onboarding
Transition typically takes 2 to 4 weeks, depending on scope, complexity, tooling, access and how ready your documentation is. This is an indicative range, not a guarantee.
Discover
Applications, users, scope and current operation.
Design
Service model, SLA / KPI, RACI, severity and escalation.
Transfer Knowledge
Applications, workflows, documentation, known issues and support procedures.
Validate Readiness
Knowledge, access, tooling, escalation paths, shift readiness and support procedures.
Go Live
Aware begins operating the service. SLA measurement starts once the readiness plan is complete.
Improve
Reporting, RCA, knowledge improvement and operational refinement.
Up-to-date documentation helps accelerate onboarding. The more current application knowledge, procedures, known-issue information and escalation details available during knowledge transfer, the faster Aware can reach operational readiness. Where documentation is incomplete or outdated, Aware works with your teams to validate, update and build the required support knowledge during transition. Go-live and the SLA measurement start date depend on readiness, scope and how much knowledge transfer is needed.
Where this Applies
Built for complex application environments
These reflect the types of environments Managed Application Support is designed for, including Retail, Financial Services and Telecommunications. It isn’t a list of current Aware customers.
E-commerce, portals and digital services
Internal business applications and workflows
Applications requiring structured escalation, coverage and SLA management
Internally developed or vendor-supported applications
Coordination across application owners, developers and third parties
Managed Application Support in Practice
See how Aware Managed Application Support has been applied in real customer environments, from complex 24×7 operations to structured night-shift and Customer Service support.
A major Thai e-commerce business with multiple Business Units, interconnected applications, large data volumes and many business users required reliable 24x7 support across a complex environment involving internal teams and external vendors.
- 24x7 Application Support & System Monitoring
- Major Incident Coordination
- Customer vendor coordination
- Shift roster, backup & structured handovers
- Professional English-speaking communication — mandatory
- Incident handling & escalation
- Knowledge management
- SLA / KPI reporting
- Continuous improvement
Stable 24x7 service throughout the engagement, with consistent support standards across day and night shifts and reliable first-response SLA performance.
The customer provided cloud services to customers beyond normal business hours, but its internal Customer Service and Support team could not practically maintain continuous 24x7 staffing. Aware was engaged to extend the existing operation with dedicated night-shift coverage while also helping strengthen the customer's support processes and service management practices.
- Night Shift Application Support & Customer Service · 23:00–07:30, Mon-Sun
- Thai & English-speaking communication — mandatory
- Incident and service request handling
- Customer Service support — FAQ, pre-sales & post-sales enquiries
- Initial investigation & troubleshooting — best effort
- Technical escalation
- Knowledge management development
- Administrative support
- SLA / KPI reporting
Aware extended the customer's support operation into the night shift while strengthening Customer Service and Support processes, response coverage and operational visibility.
Questions about Managed Application Support
Aware can support a range of business applications, including enterprise applications, e-commerce platforms and cloud-based service environments. The exact application scope, support level, responsibilities and required knowledge are defined during service design and transition.
Yes. Coverage can be designed around the business requirement, from normal business hours and extended hours to dedicated night shifts or full 24×7 support. The final coverage model, staffing and service levels are agreed during service design.
Aware Managed Application Support is primarily delivered remotely from Thailand. Remote delivery can support extended-hours and 24×7 operations without requiring a permanent team at the customer site. If onsite support is required, the requirement can be assessed separately as part of the service design.
Yes. Aware can provide Thai and English-speaking Application Support resources where bilingual communication is required. This can include communication with business users, technical teams, management and external vendors depending on the engagement.
Yes. Aware Managed Application Support can use Dedicated or Shared resources depending on the required coverage, workload and service model.
The appropriate resource model, capacity, coverage and priority handling are agreed during service design.
Dedicated: Assigned full-time to the customer engagement.
Shared: Supports multiple customer engagements under an agreed operating model and prioritization rules.
With outsourced IT staffing, Aware provides resources who work within your operating model, while you manage the day-to-day operation. With Managed Application Support, Aware manages the support operation and takes responsibility for agreed service delivery, including operational processes, coverage, SLA / KPI management, reporting, governance and continuous improvement.
No. Managed Application Support can operate as the primary support service or complement an existing internal team. For example, Aware can cover specific applications, support levels, extended hours or night shifts while your internal team continues to cover other responsibilities or operating hours. The responsibilities and handover points between teams are defined during service design.
Managed Application Support engagements are overseen by an assigned Aware Service Delivery Lead, who acts as your main service contact. The Service Delivery Lead oversees the engagement, service performance, reporting, governance, coordination and continuous improvement, providing you with a clear point of contact for the managed service.
SLA / KPI targets are agreed during service design based on the support scope, coverage window, application criticality, ticket demand, dependencies and the responsibilities Aware can directly manage. Typical measures can include response targets, service coverage, ticket handling, escalation, reporting and other agreed operational indicators.
Aware uses a structured transition approach before moving into steady-state support. This typically includes discovery, knowledge transfer, documentation, access and tooling preparation, support-process definition, readiness validation and agreed handover activities. The transition plan is adapted to your application environment, existing knowledge and complexity of the engagement.
Aware Supports You
Ready to improve your Application Support operation?
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