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It is important to know how to differentiate support from maintenance. The support occurs at times where the irruption of the service has occurred or is occurring, being a fully reactive action and in which the services may be affected or are already affected. Maintenance, on the other hand, is work that is done to prevent any problem or incident from occurring in the service, so it could be said that it is preventive.
We sometimes find companies whose core business does not have technology as the main point of entry, so they do not give importance and do not work on having their technological services updated and refined, which sometimes causes problems that have collateral damage as impact on the business itself.
For a long time we have tried to make our clients aware of the importance of not only that the services are working, but that time and some investment are dedicated to maintenance, to avoid problems, incidents, security failures, etc.