Support Factors
System Stability Levels
SUPPORT & ADVANCE PLAN DETAILS
Business Criticality Levels
Appendices
Support Need Levels
Code Complexity Levels
Scale of Changes (SITW Plans Only)
Support Service Packages
Powerful Cybersecurity Packages
Business Protection Package
Peak Performance Packages
Advancement Releases
Back To Appendices
Basic Level
SUPPORT & ADVANCE PLAN DETAILS
Powerful Cybersecurity Packages
Standard Level
Plus Level
Premium Level
Back To Appendices
Basic Level
SUPPORT & ADVANCE PLAN DETAILS
Peak Performance Packages
Standard Level
Plus Level
Premium Level
Back To Appendices
Small Release
SUPPORT & ADVANCE PLAN DETAILS
Advancement Release Services
Medium Release
Large/Extra Large Release
Scale of Changes (SITW Plans Only)
Tier | Description
Primarily cosmetic updates, minor bug fixes, or simple configuration adjustments.These changes have virtually no impact on core business logic or user workflows.
Very Low
Minor functional changes that do not significantly alter logic or workflows. No new applications or major services are added. Users might notice small improvements or changes in behavior, but their overall process remains the same.
Low
Moderate changes including new features or services are introduced. The overall technical architecture remains the same, but users have new tools or workflows available to them.
Standard
Major changes that have a significant impact on core logic and workflows, potentially including new modules or substantial architectural changes. The system functions in a fundamentally different or expanded way.
High
Very High
Fundamental re-architecture or a complete rewrite of core components of the system. Transformative changes, like migrating to a different service architecture. The original system is substantially redefined rather than just modified.
Basic Level
Service | Description
Based on areas of the system that you report are slow or under-performing, we will determine possible underlying causes and provide recommendations for potential improvement.
Responsive Analysis
Based on our analysis, we will optimize poor-performing areas of the system where simple adjustments are possible (without major re-architecture or platform changes). More advanced optimization recommendations will be provided along with the estimated budget for the updates.
Responsive Optimization
Large/Extra Large Releases
Tier | Description
Strategic Consulting Sessions (Systems/Technology-Related) at least Quarterly. Includes recommendations for updates or ways to leverage technology to improve your systems’ value to your organization.
Strategic Consultation
Your assigned Project Manager will collaborate with you to confirm Wish List Items, Fixes, and Optimizations to be included in the upcoming Release based on your Requests and our Recommendations. They collaborate with you and your primary Support Specialist to organize, coordinate, schedule, and communicate with you throughout the update process.
Project Management
Your assigned Software Development Lead performs solution architecture and design work for the features & functionality to be added to your system. Collaborative review by your Lead and assigned Software Developer(s) includes integration analysis for how changes will fit into your existing workflows and processes.
Architecture/ Design
Functional Testing: Single Feature, Related Feature, Basic Compatibility Testing AND
- Regression Testing - We work with you to create and use a list of key features and processes within your system and test all of them from start to finish to ensure that recent updates do not break critical existing functionality.
Non-Functional Testing:
- Usability Testing - We step through the main features of the system from the end-user’s perspective to check the ease of use (intuitive flow) of the system.
User Acceptance Testing: Basic UAT AND
- Regression UAT - Collaboration with your team to align our Regression Test Plan to advanced UAT scenarios.
Quality Assurance/ Testing
Demo & Customer Testing
We demonstrate the key release items in a live screen sharing meeting with you ahead of the release date. Your team will have access to a test environment to work through realistic scenarios and provide feedback for optimizing the solutions before the release. We address critical feedback and review the updates and your readiness for the update with you in a live screen sharing meeting.
Standard Level Release Management ANDLive and/or Video demonstration of the list of updates and other key system features/functionality after updates are published.
Release Management
Small Releases
Tier | Description
Opportunity Consultation. Upon request, you can set up a discussion with one of our software or business consultants to provide consultation related to a specific to help devise solutions that will unlock potential & drive real value for your business.
Strategic Consultation
Your primary Support Specialist works with you to confirm the Wish List Items, Fixes and Optimizations to be included and confirms the list and planned release date & time via email. They organize, coordinate, and communicate with you throughout the update process.
Project Management
Features are designed to fit into your current application and workflows by your primary assigned Software Developer, with escalated assistance by a Software Development Lead as needed.
Architecture/ Design
Functional Testing:
- Single Feature - We directly test the individual features that are part of the update being made.
- Related Feature - We test the immediate surrounding areas and processes of the system for updates being made to confirm the successful integration of the updates into the system.
- Basic Compatibility - We test all web based applications with Google Chrome on a laptop-sized screen
Quality Assurance/ Testing
Your Support Specialist provides a recorded video demonstrating the key release items ahead of the release date. You will have access to a test environment to confirm the updates.
Demo & Customer Testing
Our team publishes the updates to your production system, logs in and confirms the success of updates, and notifies you via email upon completion.
Release Management
Business Protection Package
Tier | Description
Miles IT monitors thousands of cybercrime channels across sources as diverse as Telegram, the traditional dark web (Tor) and I2P, finding instances of malware and/or compromised credentials. This monitoring allows action to be taken as early as possible, many times before a breach has occurred. As part of your plan, your primary domain is monitored and additional monitors can be added as desired for an additional fee.
Enhanced Dark Web Monitoring
Security Training
Miles IT highly recommended the inclusion of security training for your employees. This security training includes interactive modules, videos, and quizzes designed to teach employees how to recognize and avoid phishing attempts, malware, and other common cyber threats.
Premium Level
Service | Description
Includes advanced code scanning. May attempt to actually perform malicious activities on the system, and so requires a copy of the system upon which to run the scan to prevent issues on the production system. Identifies known vulnerabilities, potential remediation recommendations, and customized analysis of results & recommendations from Miles IT security analysts in a compiled report. This service helps identify actual vulnerabilities that malicious hackers could use to exploit your system (i.e. how they “get in the door”).
Monthly Advanced Scans
Once an initial Penetration Test has been conducted on your system(s), an annual re-test can be included in your Premium Cybersecurity package upon request.
Annual Software Penetration Testing
Customized Cybersecurity Services are available to include in your Premium level package. Details of included services will be provided as needed,
Custom Security Services
Medium Releases
Tier | Description
Strategic Consulting Sessions (Systems/Technology-Related) at least Bi-Annually. Includes recommendations for updates or ways to leverage technology to improve your systems’ value to your organization.
Strategic Consultation
Your assigned Project Manager will collaborate with you to confirm Wish List Items, Fixes, and Optimizations to be included in the upcoming Release based on your Requests and our Recommendations. They collaborate with you and your primary Support Specialist to organize, coordinate, schedule, and communicate with you throughout the update process.
Project Management
Features are designed to fit into your current application and workflows by your primary assigned Software Developer in collaboration with your assigned Software Development Lead.
Architecture/ Design
Functional Testing:
- Single Feature - We directly test the individual features that are part of the update being made.
- Related Feature - We test the immediate surrounding areas and processes of the system for updates being made to confirm the successful integration of the updates into the system.
- Basic Compatibility - We test all web based applications with Google Chrome on a laptop-sized screen
User Acceptance Testing
- Basic UAT - Collaboration with your teams for test scenarios and validation criteria
Quality Assurance/ Testing
Demo & Customer Testing
We demonstrate the key release items in a live screen sharing meeting with you ahead of the release date. Your team will have access to a test environment to work through realistic scenarios and provide feedback for optimizing the solutions before the release. We address critical feedback and provide a recorded video demonstrating the updates to you prior to the release date.
Standard Level Release Management includes: Our team publishes the updates to your production system and updates configurations as appropriate, ensures synchronization across development, staging, and production systems, performs production system regression testing to ensure key functionality, and notifies you via email upon completion.
Release Management
Code Complexity Levels
Tier | Description
Minimal, self-explanatory code with consistent style and simple architecture. Well-managed dependencies, minimal code duplication, and highly modular design. The system's structure is clear. Trivial to understand, maintain, and update.
Very Low
Simple, well-documented code with mostly consistent style and straightforward architecture. Well-managed dependencies, minimal code duplication, and reasonably modular design. A consistent foundation, style, and methodology throughout the code. Easy to understand, maintain, and update.
Low
Well-structured code with some logical complexity, and a modular architecture. There may be some dependency complexities and/or code duplication. Maintainable with reasonable effort.
Standard
Complex code with diverse styles, and/or an intricate architecture. Dependencies may be interconnected, with some repeated code sections, or a design that is less modular. Multiple coding styles, methodologies, or approaches may have been utilized across different development teams or phases to implement features or modifications. Significant effort may be required to understand and modify.
High
Very High
Exceptionally complex code with highly varied styles, and/or a deeply interwoven architecture. Dependencies may be separated or layered with code duplication and/or functional overlap. Distinct historical solutions and approaches are deeply embedded within the architecture, reflecting numerous development teams or phases. This complexity makes it very challenging to maintain and enhance.
Premium Level
Service | Description
Our Load Testing service is designed to give you confidence that your system can handle the traffic you're expecting, minimizing costly slowdowns and frustrated users. We work with you to pinpoint and test your most critical business processes—from the interface to databases and integrations—to ensure we're focusing on what truly matters to your business. Over a period of 5-7 days, we run comprehensive load, stress, and spike tests, with at least two runs for each load level, to ensure the results are reliable. After execution, you'll receive a detailed report with key performance metrics, identified bottlenecks, and clear, actionable recommendations. We'll review these findings with you, and once updates are implemented, we'll perform one retest to confirm their effectiveness and give you complete peace of mind.
Custom Peak Performance Services
Twice yearly, a Miles IT quality assurance engineer will spend up to 2 hours stepping through processes in your website that you have identified as key to your operations from the perspective of an end-user (employee, customer, etc.) in order to identify potential performance issues and areas for improving the user experience. The test will be performed on 2 separate days & times (one “high-utilization” time and one “low-utilization” time). A summary report including findings and performance monitoring data will be provided along with recommendations for any potential next steps to improve your website's end-user experience in regard to performance. Our team will review the findings and next steps with you to confirm any potential action items and budget for follow-up work
“End User Perspective” Performance Testing
Customized Peak Performance Services are available to include in your Premium level package.
Custom Peak Performance Services
System Stability Levels
Tier | Description
It runs great. System does what it is designed to do with no existing bugs and rare features being added. User errors causing system issues are extremely rare. When issues arise, they are typically low priority with simple resolutions.
Extremely Stable
It just works. System does what it is designed to do with few bugs and or questions. Users understand how the system works and how it is used. When issues arise, they are typically lower priority because there are workarounds.
Stable
Typical system where core functionality works the majority of the time with occasional issues, problems, or questions about the logic of the system. Some issues may be high priority due to the critical nature of the functionality.
Standard
Core functionality generally works but there are often challenges, questions, problems, and issues related to the core logic on a weekly basis. Most issues are higher priority because there are no workarounds to continue the daily operations of the application.
Work In Progress
Fundamental issues with core functionality. Regular challenges, problems, questions arise on a daily basis. Most issues are higher priority that need immediate resolution because there are no workarounds to continue the daily operations of the application.
Unstable
Standard Level
Service | Description
Miles IT will configure performance monitoring for your application environment to track the availability, performance, errors, and user load times. Alerts will be set up that immediately notify your support team when availability, response time, or performance fall below a specified threshold & we will proactively address the situation. Detailed performance logs will be used to help streamline performance troubleshooting and design effective optimizations.
Tech Stacks Supported: Go, Java, .NET core, .NET framework, Node.js, PHP, Python, Ruby
Active Performance Monitoring
Transaction Log Shrinking, Quarterly review of database performance based on actual utilization metrics, and performing targeted database index cleanup (removal, re-indexing, and/or creation of new indexes) where appropriate to improve performance.
Database Performance Optimization for SQL
Monthly reports are provided that identify performance levels and trends for your system(s), key bottlenecks and/or pain points. These are used to identify potential critical areas in need of immediate improvement and in our Optimization Analysis service.
System Performance Report
Quarterly Analysis and Recommendations for code updates to improve performance in the most used and/or most in need of optimization areas of your system (especially helpful as system utilization grows or changes over time). Optimization of Miles-created components of the system that do not meet our high standards of performance is included. Estimates for additional optimization recommendations will be provided and can be handled as part of your System Advancement budget or as a separate project.
Optimization Analysis & Recommendations
Standard Level
Service | Description
Our team will keep your system up to date with the latest security-related patches for the core platforms (codebase, database) used by your system at least twice per year. Includes basic regression testing of the system after the patches. Plugins, integrated 3rd-party tools, and other secondary systems can also be covered by choosing one of our higher-tier security packages.
Security Patches
Security scan of core platform(s) and hosting environment components to identify potential known vulnerabilities which can be identified without actually performing activities that could maliciously impact the system. This service mirrors the type of scans that malicious hackers may use to quickly identify potential targets (i.e. “low-hanging fruit”).
Quarterly Surface Scans (Platform + Environment)
Includes advanced code scanning. May attempt to actually perform malicious activities on the system, and so requires a copy of the system upon which to run the scan to prevent issues on the production system. Identifies known vulnerabilities, potential remediation recommendations, and customized analysis of results & recommendations from Miles IT security analysts in a compiled report. This service helps identify actual vulnerabilities that malicious hackers could use to exploit your system (i.e. how they “get in the door”).
Yearly Advanced Vulnerability Scan & Report
Even with the best cybersecurity protection, it is possible for security events to occur that affect your systems. If your covered software system(s) experience a security event, a Miles IT security consultant will conduct an initial analysis and provide you with an assessment of the situation. The primary focus of the initial assessment is on the current situation and potential plans for its remediation. Once we gather the information, Miles will assess the data collected and provide a report on our findings and recommendations for the next steps. These may include more in-depth analysis, steps for remediation, and/or recommendations for the prevention of similar events in the future. Our security consultant will review the findings and next steps with you to confirm the action plan and any potential cost for follow-up work.
Security Event Response
Support Need Levels
Tier | Description
The volume & frequency of requests and the level of effort required to provide support and enhancement services for your system and users is extremely low relative to expected levels for system state and complexity. Users are experts in system use and workarounds. There is an internal support structure that triages, investigates, and handles the vast majority of requests before escalating to Miles IT Support.
Very Low
Ongoing volume of requests and level of effort required to provide support and enhancement services for your system and users is significantly lower than expected levels for system state and complexity. Users are well-trained and know how to use the system. There is an internal support structure that triages, investigates, and handles requests before escalating to Miles IT Support.
Low
Ongoing volume of requests and level of effort required to to provide support and enhancement services for your system and users aligns with the expected levels for system state and complexity.
Standard
Ongoing volume of requests and level of effort required to to provide support and enhancement services for your system and users is significantly higher than the expected levels for system state and complexity.
Users need significant help, clarification, and/or investigation from Miles IT Support on how to use the system properly and/or how the system works. User error often requires Miles IT intervention to resolve. May require more triage from support because we are working with multiple contacts.
High
Plus Level
Service | Description
Every 2 months, Miles IT will perform an analysis of key low-performance events/incidents/trends within the past 2 months & provide recommendations for code updates to improve performance and/or prevent similar events or spikes in the future.
Low Performance Trend Analysis
Basic Level
Service | Description
Similar to what a malicious actor’s “scanner” would use to create a list of potential targets, we can identify major known vulnerabilities in your software framework and provide recommendations for protection. Systems not using the Miles Code Management & Version Control system are not eligible for this service. The technology stacks supported by this scan are listed below. If your system is on a different technology stack, we recommend one of the higher-level security packages to ensure you are covered.
Tech Stacks Supported: Android, C, C#, Go, iOS, Java, Javascript, Node, PHP, Python, Ruby, Typescript
Bi-Annual Basic System Vulnerability Scan
In the event of a security incident impacting your system, our support team is available to respond and assist. Analysis of the incident will be handled as a separate consultation project for Basic plans. Full Event Response is available by choosing one of our higher-tier security packages.
Basic Security Event Response
Plus Level
Service | Description
Security scan of core platform and hosting environment components to identify potential known vulnerabilities that can be identified without performing activities that could maliciously impact the system. This service mirrors the type of scans that malicious hackers may use to quickly identify potential targets (i.e. “low-hanging fruit”).
Monthly Surface Scans (Platform + Environment)
Includes advanced code scanning. May attempt to actually perform malicious activities on the system, and so requires a copy of the system upon which to run the scan to prevent issues on the production system. Identifies known vulnerabilities, potential remediation recommendations, and customized analysis of results & recommendations from Miles IT security analysts in a compiled report. This service helps identify actual vulnerabilities that malicious hackers could use to exploit your system (i.e. how they “get in the door”).
Quarterly Advanced Vulnerability Scan & Report
A Miles IT security consultant will spend up to ½ day to review your systems and processes, and provide a report regarding their security posture. Areas to be covered include: system update status, security best practice conformation, sensitivity level of data handled by your system, and how your users access and manage sensitive data in the normal course of business. We we also review key aspects of your system that should not change over time, any changes to these aspects will result in further investigation to the cause. A summary report will be provided along with recommendations for any potential next steps to improve your security posture. Our security consultant will review the findings and next steps with you to confirm any potential action items and cost for follow-up work.
Semi-Annual Security Posture Consultation
Business Criticality Levels
Tier | Description
Low (Non Business-Critical Systems) - Rapid Response Support provided by our group of Tier 1 support specialists, with escalation to Tier 2 as needed.
Low
Standard (Typical Business Systems) - Rapid Response Support provided through combined Tier 1 and Tier 2 support specialists trained on your systems.
Standard
High (Business-Critical and Highly Time-Sensitive Systems) - Escalated Priority Support provided primarily through Tier 2 and Tier 3 support specialists with focus on high-availability service delivery
High
Miles IT Software - Support and Advance Plans
Miles IT
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Transcript
Support Factors
System Stability Levels
SUPPORT & ADVANCE PLAN DETAILS
Business Criticality Levels
Appendices
Support Need Levels
Code Complexity Levels
Scale of Changes (SITW Plans Only)
Support Service Packages
Powerful Cybersecurity Packages
Business Protection Package
Peak Performance Packages
Advancement Releases
Back To Appendices
Basic Level
SUPPORT & ADVANCE PLAN DETAILS
Powerful Cybersecurity Packages
Standard Level
Plus Level
Premium Level
Back To Appendices
Basic Level
SUPPORT & ADVANCE PLAN DETAILS
Peak Performance Packages
Standard Level
Plus Level
Premium Level
Back To Appendices
Small Release
SUPPORT & ADVANCE PLAN DETAILS
Advancement Release Services
Medium Release
Large/Extra Large Release
Scale of Changes (SITW Plans Only)
Tier | Description
Primarily cosmetic updates, minor bug fixes, or simple configuration adjustments.These changes have virtually no impact on core business logic or user workflows.
Very Low
Minor functional changes that do not significantly alter logic or workflows. No new applications or major services are added. Users might notice small improvements or changes in behavior, but their overall process remains the same.
Low
Moderate changes including new features or services are introduced. The overall technical architecture remains the same, but users have new tools or workflows available to them.
Standard
Major changes that have a significant impact on core logic and workflows, potentially including new modules or substantial architectural changes. The system functions in a fundamentally different or expanded way.
High
Very High
Fundamental re-architecture or a complete rewrite of core components of the system. Transformative changes, like migrating to a different service architecture. The original system is substantially redefined rather than just modified.
Basic Level
Service | Description
Based on areas of the system that you report are slow or under-performing, we will determine possible underlying causes and provide recommendations for potential improvement.
Responsive Analysis
Based on our analysis, we will optimize poor-performing areas of the system where simple adjustments are possible (without major re-architecture or platform changes). More advanced optimization recommendations will be provided along with the estimated budget for the updates.
Responsive Optimization
Large/Extra Large Releases
Tier | Description
Strategic Consulting Sessions (Systems/Technology-Related) at least Quarterly. Includes recommendations for updates or ways to leverage technology to improve your systems’ value to your organization.
Strategic Consultation
Your assigned Project Manager will collaborate with you to confirm Wish List Items, Fixes, and Optimizations to be included in the upcoming Release based on your Requests and our Recommendations. They collaborate with you and your primary Support Specialist to organize, coordinate, schedule, and communicate with you throughout the update process.
Project Management
Your assigned Software Development Lead performs solution architecture and design work for the features & functionality to be added to your system. Collaborative review by your Lead and assigned Software Developer(s) includes integration analysis for how changes will fit into your existing workflows and processes.
Architecture/ Design
Functional Testing: Single Feature, Related Feature, Basic Compatibility Testing AND
- Regression Testing - We work with you to create and use a list of key features and processes within your system and test all of them from start to finish to ensure that recent updates do not break critical existing functionality.
Non-Functional Testing:- Usability Testing - We step through the main features of the system from the end-user’s perspective to check the ease of use (intuitive flow) of the system.
User Acceptance Testing: Basic UAT ANDQuality Assurance/ Testing
Demo & Customer Testing
We demonstrate the key release items in a live screen sharing meeting with you ahead of the release date. Your team will have access to a test environment to work through realistic scenarios and provide feedback for optimizing the solutions before the release. We address critical feedback and review the updates and your readiness for the update with you in a live screen sharing meeting.
Standard Level Release Management ANDLive and/or Video demonstration of the list of updates and other key system features/functionality after updates are published.
Release Management
Small Releases
Tier | Description
Opportunity Consultation. Upon request, you can set up a discussion with one of our software or business consultants to provide consultation related to a specific to help devise solutions that will unlock potential & drive real value for your business.
Strategic Consultation
Your primary Support Specialist works with you to confirm the Wish List Items, Fixes and Optimizations to be included and confirms the list and planned release date & time via email. They organize, coordinate, and communicate with you throughout the update process.
Project Management
Features are designed to fit into your current application and workflows by your primary assigned Software Developer, with escalated assistance by a Software Development Lead as needed.
Architecture/ Design
Functional Testing:
Quality Assurance/ Testing
Your Support Specialist provides a recorded video demonstrating the key release items ahead of the release date. You will have access to a test environment to confirm the updates.
Demo & Customer Testing
Our team publishes the updates to your production system, logs in and confirms the success of updates, and notifies you via email upon completion.
Release Management
Business Protection Package
Tier | Description
Miles IT monitors thousands of cybercrime channels across sources as diverse as Telegram, the traditional dark web (Tor) and I2P, finding instances of malware and/or compromised credentials. This monitoring allows action to be taken as early as possible, many times before a breach has occurred. As part of your plan, your primary domain is monitored and additional monitors can be added as desired for an additional fee.
Enhanced Dark Web Monitoring
Security Training
Miles IT highly recommended the inclusion of security training for your employees. This security training includes interactive modules, videos, and quizzes designed to teach employees how to recognize and avoid phishing attempts, malware, and other common cyber threats.
Premium Level
Service | Description
Includes advanced code scanning. May attempt to actually perform malicious activities on the system, and so requires a copy of the system upon which to run the scan to prevent issues on the production system. Identifies known vulnerabilities, potential remediation recommendations, and customized analysis of results & recommendations from Miles IT security analysts in a compiled report. This service helps identify actual vulnerabilities that malicious hackers could use to exploit your system (i.e. how they “get in the door”).
Monthly Advanced Scans
Once an initial Penetration Test has been conducted on your system(s), an annual re-test can be included in your Premium Cybersecurity package upon request.
Annual Software Penetration Testing
Customized Cybersecurity Services are available to include in your Premium level package. Details of included services will be provided as needed,
Custom Security Services
Medium Releases
Tier | Description
Strategic Consulting Sessions (Systems/Technology-Related) at least Bi-Annually. Includes recommendations for updates or ways to leverage technology to improve your systems’ value to your organization.
Strategic Consultation
Your assigned Project Manager will collaborate with you to confirm Wish List Items, Fixes, and Optimizations to be included in the upcoming Release based on your Requests and our Recommendations. They collaborate with you and your primary Support Specialist to organize, coordinate, schedule, and communicate with you throughout the update process.
Project Management
Features are designed to fit into your current application and workflows by your primary assigned Software Developer in collaboration with your assigned Software Development Lead.
Architecture/ Design
Functional Testing:
- Single Feature - We directly test the individual features that are part of the update being made.
- Related Feature - We test the immediate surrounding areas and processes of the system for updates being made to confirm the successful integration of the updates into the system.
- Basic Compatibility - We test all web based applications with Google Chrome on a laptop-sized screen
User Acceptance TestingQuality Assurance/ Testing
Demo & Customer Testing
We demonstrate the key release items in a live screen sharing meeting with you ahead of the release date. Your team will have access to a test environment to work through realistic scenarios and provide feedback for optimizing the solutions before the release. We address critical feedback and provide a recorded video demonstrating the updates to you prior to the release date.
Standard Level Release Management includes: Our team publishes the updates to your production system and updates configurations as appropriate, ensures synchronization across development, staging, and production systems, performs production system regression testing to ensure key functionality, and notifies you via email upon completion.
Release Management
Code Complexity Levels
Tier | Description
Minimal, self-explanatory code with consistent style and simple architecture. Well-managed dependencies, minimal code duplication, and highly modular design. The system's structure is clear. Trivial to understand, maintain, and update.
Very Low
Simple, well-documented code with mostly consistent style and straightforward architecture. Well-managed dependencies, minimal code duplication, and reasonably modular design. A consistent foundation, style, and methodology throughout the code. Easy to understand, maintain, and update.
Low
Well-structured code with some logical complexity, and a modular architecture. There may be some dependency complexities and/or code duplication. Maintainable with reasonable effort.
Standard
Complex code with diverse styles, and/or an intricate architecture. Dependencies may be interconnected, with some repeated code sections, or a design that is less modular. Multiple coding styles, methodologies, or approaches may have been utilized across different development teams or phases to implement features or modifications. Significant effort may be required to understand and modify.
High
Very High
Exceptionally complex code with highly varied styles, and/or a deeply interwoven architecture. Dependencies may be separated or layered with code duplication and/or functional overlap. Distinct historical solutions and approaches are deeply embedded within the architecture, reflecting numerous development teams or phases. This complexity makes it very challenging to maintain and enhance.
Premium Level
Service | Description
Our Load Testing service is designed to give you confidence that your system can handle the traffic you're expecting, minimizing costly slowdowns and frustrated users. We work with you to pinpoint and test your most critical business processes—from the interface to databases and integrations—to ensure we're focusing on what truly matters to your business. Over a period of 5-7 days, we run comprehensive load, stress, and spike tests, with at least two runs for each load level, to ensure the results are reliable. After execution, you'll receive a detailed report with key performance metrics, identified bottlenecks, and clear, actionable recommendations. We'll review these findings with you, and once updates are implemented, we'll perform one retest to confirm their effectiveness and give you complete peace of mind.
Custom Peak Performance Services
Twice yearly, a Miles IT quality assurance engineer will spend up to 2 hours stepping through processes in your website that you have identified as key to your operations from the perspective of an end-user (employee, customer, etc.) in order to identify potential performance issues and areas for improving the user experience. The test will be performed on 2 separate days & times (one “high-utilization” time and one “low-utilization” time). A summary report including findings and performance monitoring data will be provided along with recommendations for any potential next steps to improve your website's end-user experience in regard to performance. Our team will review the findings and next steps with you to confirm any potential action items and budget for follow-up work
“End User Perspective” Performance Testing
Customized Peak Performance Services are available to include in your Premium level package.
Custom Peak Performance Services
System Stability Levels
Tier | Description
It runs great. System does what it is designed to do with no existing bugs and rare features being added. User errors causing system issues are extremely rare. When issues arise, they are typically low priority with simple resolutions.
Extremely Stable
It just works. System does what it is designed to do with few bugs and or questions. Users understand how the system works and how it is used. When issues arise, they are typically lower priority because there are workarounds.
Stable
Typical system where core functionality works the majority of the time with occasional issues, problems, or questions about the logic of the system. Some issues may be high priority due to the critical nature of the functionality.
Standard
Core functionality generally works but there are often challenges, questions, problems, and issues related to the core logic on a weekly basis. Most issues are higher priority because there are no workarounds to continue the daily operations of the application.
Work In Progress
Fundamental issues with core functionality. Regular challenges, problems, questions arise on a daily basis. Most issues are higher priority that need immediate resolution because there are no workarounds to continue the daily operations of the application.
Unstable
Standard Level
Service | Description
Miles IT will configure performance monitoring for your application environment to track the availability, performance, errors, and user load times. Alerts will be set up that immediately notify your support team when availability, response time, or performance fall below a specified threshold & we will proactively address the situation. Detailed performance logs will be used to help streamline performance troubleshooting and design effective optimizations. Tech Stacks Supported: Go, Java, .NET core, .NET framework, Node.js, PHP, Python, Ruby
Active Performance Monitoring
Transaction Log Shrinking, Quarterly review of database performance based on actual utilization metrics, and performing targeted database index cleanup (removal, re-indexing, and/or creation of new indexes) where appropriate to improve performance.
Database Performance Optimization for SQL
Monthly reports are provided that identify performance levels and trends for your system(s), key bottlenecks and/or pain points. These are used to identify potential critical areas in need of immediate improvement and in our Optimization Analysis service.
System Performance Report
Quarterly Analysis and Recommendations for code updates to improve performance in the most used and/or most in need of optimization areas of your system (especially helpful as system utilization grows or changes over time). Optimization of Miles-created components of the system that do not meet our high standards of performance is included. Estimates for additional optimization recommendations will be provided and can be handled as part of your System Advancement budget or as a separate project.
Optimization Analysis & Recommendations
Standard Level
Service | Description
Our team will keep your system up to date with the latest security-related patches for the core platforms (codebase, database) used by your system at least twice per year. Includes basic regression testing of the system after the patches. Plugins, integrated 3rd-party tools, and other secondary systems can also be covered by choosing one of our higher-tier security packages.
Security Patches
Security scan of core platform(s) and hosting environment components to identify potential known vulnerabilities which can be identified without actually performing activities that could maliciously impact the system. This service mirrors the type of scans that malicious hackers may use to quickly identify potential targets (i.e. “low-hanging fruit”).
Quarterly Surface Scans (Platform + Environment)
Includes advanced code scanning. May attempt to actually perform malicious activities on the system, and so requires a copy of the system upon which to run the scan to prevent issues on the production system. Identifies known vulnerabilities, potential remediation recommendations, and customized analysis of results & recommendations from Miles IT security analysts in a compiled report. This service helps identify actual vulnerabilities that malicious hackers could use to exploit your system (i.e. how they “get in the door”).
Yearly Advanced Vulnerability Scan & Report
Even with the best cybersecurity protection, it is possible for security events to occur that affect your systems. If your covered software system(s) experience a security event, a Miles IT security consultant will conduct an initial analysis and provide you with an assessment of the situation. The primary focus of the initial assessment is on the current situation and potential plans for its remediation. Once we gather the information, Miles will assess the data collected and provide a report on our findings and recommendations for the next steps. These may include more in-depth analysis, steps for remediation, and/or recommendations for the prevention of similar events in the future. Our security consultant will review the findings and next steps with you to confirm the action plan and any potential cost for follow-up work.
Security Event Response
Support Need Levels
Tier | Description
The volume & frequency of requests and the level of effort required to provide support and enhancement services for your system and users is extremely low relative to expected levels for system state and complexity. Users are experts in system use and workarounds. There is an internal support structure that triages, investigates, and handles the vast majority of requests before escalating to Miles IT Support.
Very Low
Ongoing volume of requests and level of effort required to provide support and enhancement services for your system and users is significantly lower than expected levels for system state and complexity. Users are well-trained and know how to use the system. There is an internal support structure that triages, investigates, and handles requests before escalating to Miles IT Support.
Low
Ongoing volume of requests and level of effort required to to provide support and enhancement services for your system and users aligns with the expected levels for system state and complexity.
Standard
Ongoing volume of requests and level of effort required to to provide support and enhancement services for your system and users is significantly higher than the expected levels for system state and complexity. Users need significant help, clarification, and/or investigation from Miles IT Support on how to use the system properly and/or how the system works. User error often requires Miles IT intervention to resolve. May require more triage from support because we are working with multiple contacts.
High
Plus Level
Service | Description
Every 2 months, Miles IT will perform an analysis of key low-performance events/incidents/trends within the past 2 months & provide recommendations for code updates to improve performance and/or prevent similar events or spikes in the future.
Low Performance Trend Analysis
Basic Level
Service | Description
Similar to what a malicious actor’s “scanner” would use to create a list of potential targets, we can identify major known vulnerabilities in your software framework and provide recommendations for protection. Systems not using the Miles Code Management & Version Control system are not eligible for this service. The technology stacks supported by this scan are listed below. If your system is on a different technology stack, we recommend one of the higher-level security packages to ensure you are covered. Tech Stacks Supported: Android, C, C#, Go, iOS, Java, Javascript, Node, PHP, Python, Ruby, Typescript
Bi-Annual Basic System Vulnerability Scan
In the event of a security incident impacting your system, our support team is available to respond and assist. Analysis of the incident will be handled as a separate consultation project for Basic plans. Full Event Response is available by choosing one of our higher-tier security packages.
Basic Security Event Response
Plus Level
Service | Description
Security scan of core platform and hosting environment components to identify potential known vulnerabilities that can be identified without performing activities that could maliciously impact the system. This service mirrors the type of scans that malicious hackers may use to quickly identify potential targets (i.e. “low-hanging fruit”).
Monthly Surface Scans (Platform + Environment)
Includes advanced code scanning. May attempt to actually perform malicious activities on the system, and so requires a copy of the system upon which to run the scan to prevent issues on the production system. Identifies known vulnerabilities, potential remediation recommendations, and customized analysis of results & recommendations from Miles IT security analysts in a compiled report. This service helps identify actual vulnerabilities that malicious hackers could use to exploit your system (i.e. how they “get in the door”).
Quarterly Advanced Vulnerability Scan & Report
A Miles IT security consultant will spend up to ½ day to review your systems and processes, and provide a report regarding their security posture. Areas to be covered include: system update status, security best practice conformation, sensitivity level of data handled by your system, and how your users access and manage sensitive data in the normal course of business. We we also review key aspects of your system that should not change over time, any changes to these aspects will result in further investigation to the cause. A summary report will be provided along with recommendations for any potential next steps to improve your security posture. Our security consultant will review the findings and next steps with you to confirm any potential action items and cost for follow-up work.
Semi-Annual Security Posture Consultation
Business Criticality Levels
Tier | Description
Low (Non Business-Critical Systems) - Rapid Response Support provided by our group of Tier 1 support specialists, with escalation to Tier 2 as needed.
Low
Standard (Typical Business Systems) - Rapid Response Support provided through combined Tier 1 and Tier 2 support specialists trained on your systems.
Standard
High (Business-Critical and Highly Time-Sensitive Systems) - Escalated Priority Support provided primarily through Tier 2 and Tier 3 support specialists with focus on high-availability service delivery
High