Tickets sit for 3 days
No SLA, or an SLA that exists only on paper. The helpdesk responds when it has time — not when you need it.
IT Systems Maintenance
A software house
A software house
that stays
with you after deployment_
Modern business relies on the continuous, reliable operation of IT systems. We provide comprehensive maintenance and development — so your infrastructure always supports key business processes. Medicover has trusted us for 15 years. Oney for 10. This isn't marketing — it's our business model.
15+
years with Medicover
150+
deployments
25/7
SLA availability
Trusted by_
01 · Signs it's time to change vendors
Does any of this sound familiar?
Most companies come to us when their current vendor stops keeping up. Don't wait for a failure — you'll notice these signs first:
"Nobody knows this anymore"
Your system was written 8 years ago in PHP or .NET. The team that knew it left long ago — and your vendor is afraid to touch the code.
Every change = a €10k quote
A minor tweak costs as much as a new module. No transparency in how development hours are billed.
GDPR, KSeF, NIS2 — and silence
Nobody's watching compliance. Security updates are applied reactively — after an incident, not before.
Zero proactivity
The vendor doesn't monitor, doesn't warn, doesn't suggest. You hear about problems from your users.
Vendor lock-in with no value
You're tied to a vendor only because they're the only ones who know the code. It doesn't feel like a partnership — it feels like dependency.
02 · Scope of services
What Veloce's service support includes_
Professional IT systems maintenance isn't a reactive helpdesk. It's a set of services guaranteeing the stability, security, and development of your software — proactively, based on an SLA.
01 / Monitoring
Monitoring and SLA-backed helpdesk
Advanced tools monitor system health in real time. We detect potential issues before they affect your business — and fix them within a defined response time.
24/7 monitoring (uptime, database, integrations)
Helpdesk with a dedicated SLA (8/5, 24/5, or 24/7)
Critical incident escalation ≤ 15 min
Monthly SLA and incident reports
02 / Security
Security updates
Amid changing regulations and cyber threats, security updates are essential. We keep you compliant with GDPR, KSeF, PSD2, and NIS2 — minimizing risk and maintaining compliance.
Security patches within the SLA
GDPR / PSD2 / NIS2 compliance audits
Periodic penetration testing
Dependency management (CVE monitoring)
03 / Performance
Regular performance reviews
Periodic performance reviews optimize how the system runs. We analyze load, resource usage, and database performance — and implement changes that increase efficiency and scalability.
Application profiling (CPU, RAM, I/O)
Query and index optimization
Capacity planning and scaling
Quarterly technical recommendations
04 / Development
Functional development
A system shouldn't stand still. A pool of development hours in the development package enables planned growth — new features, integrations, and changes that support your business's evolution.
Development hour pool (transparent billing)
Quarter-to-quarter development roadmap
Code review and code quality maintenance
Technical and business documentation
05 / Infrastructure
Database and infrastructure administration
DBA and DevOps as part of the maintenance team. Backups, replication, test environments, CI/CD, cloud (AWS, Azure, GCP) or on-premise — full management of the operational layer.
Backups with business-appropriate RPO/RTO
Disaster recovery and HA
Environment management (dev/stage/prod)
Containers, Kubernetes, IaC
06 / Consulting
Technology consulting
Our analysts and architects help you make good decisions. Refactoring only when it makes business sense. Strategic migrations — without "big bang" risk. We understand that your IT isn't the goal, just the tool.
Architecture review
Legacy modernization strategy
Technology selection consulting
Workshops and technical due diligence
03 · What sets us apart
Maintenance at Veloce looks different_
We understand that managing complex systems requires not only technical knowledge, but a deep understanding of the business. Veloce is a vendor that invests in long-term relationships.
We don't shy away from difficult code
We're ready to take over systems in technologies others avoid — PHP, ASP Classic, legacy .NET. We have experience working with difficult code and effectively manage even the most complicated solutions.
Refactoring only when it makes sense
We believe in an evolutionary approach. We don't rewrite a system "because newer is cooler." We carry out refactoring strategically — when it brings measurable benefits, without "big bang" risk and with minimal impact on production.
We understand the business, not just the stack
Our analysts are an integral part of the maintenance team. We deeply understand the specifics of your processes. That's why changes genuinely support business goals and anticipate future needs — they're not just a ticket to close.
A stable team, not rotation
The same people work on your project for years. Senior devs with 10+ years of experience — not juniors learning on your system. Average experience on the maintenance team: 8+ years.
04 · Collaboration models
Choose a package tailored to your scale_
Every enterprise has unique needs. Three flexible models — from basic maintenance to a dedicated team acting as part of your organization.
01 / Basic package
Stability
For systems that just need to work. Reactive support + monitoring.
SLA 8/5
- 24/7 monitoring with alerting
- Helpdesk 8:00 AM–5:00 PM (business days)
- Failure fixes within SLA
- Security patches
- Monthly SLA reports
- Dedicated Service Manager
★ Most popular
02 / Development package
Stability + Development
For systems that are evolving. A pool of development hours and broader SLA.
SLA 24/5
- Everything from the basic package
- Development hour pool / month
- Helpdesk 24/5 (Mon–Fri around the clock)
- Quarter-to-quarter development roadmap
- Code review and quality maintenance
- Architecture review every 6 months
- Carry-over of unused hours
03 / Strategic partnership
Dedicated team
For business-critical systems. Veloce operates as part of your organization.
SLA 24/7
- Everything from the development package
- Dedicated team (DevOps + DBA + dev)
- 24/7 SLA with escalation < 15 min
- Full database and infrastructure administration
- Ongoing technology consulting
- Integration with your processes (Jira, Slack)
- Penetration testing and security audits
05 · Takeover process
We'll take over your system with no risk_
Taking over a system built by another vendor is a process that requires experience. At Veloce, we specialize in maintaining and managing legacy systems — we ensure a smooth transition and minimize risk, guaranteeing continuity of your processes.
1–2 weeks
Technical audit
We thoroughly analyze architecture, code quality, documentation, infrastructure configuration, and security updates. We identify strengths and areas needing improvement. The audit is free for clients considering working with us.
~ 1 week
Takeover and risk plan
We prepare a detailed plan: timeline, identified risks, mitigation strategies, and a knowledge transfer process with the previous vendor. Concrete KPIs, concrete deadlines, transparent budget.
1–3 months
Stabilization and modernization
The stabilization phase ensures the system is fully operational. After that — full ownership transfer and a long-term modernization plan. Your business doesn't feel the vendor change.
06 · Proof of partnership
Relationships that last decades_
Long-standing relationships with our clients are the best proof of quality and trust. We're proud of partnerships that have lasted for years — a testament to our commitment and our ability to grow alongside our clients' businesses.
07 · Client testimonials
What those who stayed say about us_
You already know the numbers: 20 years on the market, 150+ projects, 75% retention . But behind every metric is a person — an IT director, a COO, a board member — who chose Veloce and stayed.
Veloce built us a system that enables fast handling of the processes of preparing and selling insurance policies. It has made us more competitive. And just as importantly — we can extend this solution whenever the need arises.
After adapting V.CMS for mForex and mdm.pl's needs, content management became efficient and intuitive. 900,000 visits per month is a test the system passes every day — no failures, no compromises.
Veloce's CRM integrated our website, the MyTUI app, and the financial-accounting system into one. About 1,000 users across 136 offices now work in a single ecosystem. Sales automation and lower booking service costs — in numbers.
08 · Compliance
Security and compliance come first_
Compliance with regulations and international security standards is absolutely critical. We continuously monitor regulatory changes and adapt the software accordingly — so your compliance is never a problem.
GDPR PSD2
Audit of current systems
We analyze the architecture, identify integration points, and map data flow. We detect systems without APIs.
PEN TEST
Audits and pentests
Regular security audits and penetration testing are an integral part of maintenance. We identify potential gaps, verify the system's resilience to attacks — and roll out updates that strengthen protection. Proactively, not reactively.
09 · FAQ
Frequently asked questions_
Still unclear on something? Write to us — we respond within 24h.
Yes — this is our specialty. At Veloce, we professionally maintain IT systems built by other vendors. Our process includes a technical audit (1–2 weeks), a takeover plan with a risk map and knowledge transfer from the previous vendor, followed by a stabilization phase (1–3 months).
We effectively manage legacy systems built in PHP, ASP Classic, .NET, Java. We guarantee a smooth takeover and risk minimization, ensuring continuity of your business processes.
The SLA (Service Level Agreement) precisely defines the scope of services, response time, and availability of the support team. Depending on the package, it includes:
• 24/7 monitoring with alerting
- Reactive support (8/5, 24/5, or 24/7)
- Failure fixes within the priority-defined timeframe
- Database administration
- Security updates
- Monthly SLA reporting
We always tailor the SLA to individual business needs — system criticality determines the parameters, not the other way around.
Transparently and flexibly. In the development package, we offer a fixed monthly hour pool — with the option to carry unused hours over to the next period. Every hour is documented and visible in our system.
In a strategic partnership, a dedicated team works billed under a Time & Material or Fixed Capacity model — depending on client preference and the nature of the work.
Typically 2–4 months, depending on system complexity:
• Technical audit — 1–2 weeks
- Takeover plan — about 1 week
- Knowledge transfer and stabilization — 1–3 months
After the stabilization phase, we take full responsibility for maintaining the system and develop a long-term modernization plan.
Yes — this sets us apart. We're not afraid of difficult code. We have experience with systems that are 15+ years old. We maintain and strategically modernize without "big bang" risk.
We carry out refactoring only when it makes business sense and brings measurable benefits — not for technology's sake. Your system stays stable while we gradually improve its quality.
Our maintenance processes comply with the ISO 27001 standard — comprehensive risk management, protection of information assets, continuous improvement of security procedures.
We also work in full compliance with GDPR, PSD2, NIS2, and KSeF. We conduct regular security audits and penetration testing. Certificate details are available on request during a call.
Sometimes a technical audit shows that a system needs to be rewritten. In that case, we're honest — we present two paths: temporary maintenance + a parallel migration to a modern stack, or a full rewrite while maintaining business continuity.
We don't sell the fiction of maintaining a system that no longer makes sense. Veloce has 20+ years of migration experience — we know how to carry it out without "big bang" risk.
Yes — we scale the package alongside your business. Start with the basic package, and after six months need a bigger development pool? We move you to the development package. The system starts becoming business-critical? We migrate to a strategic partnership.
Every change — without losing service continuity and without penalty fees for scaling up.
10 · Let's talk
Your vendor not keeping up?
Your vendor not keeping up?
We start with an audit_
If you've just deployed a system and are looking for a solid long-term partner — or your current vendor has stopped keeping up — tell us about your needs. The technical audit is free for clients considering working with us.
- Free 30-minute consultation with a senior developer and business analyst
- Initial feasibility assessment, technology recommendations, and budget estimate
- NDA signed before discussing any details about your business
- No sales pressure — you can simply benefit from our expertise
Direct contact_