Software maintenance is often overlooked, yet it remains the backbone of stability for enterprise systems.
Software maintenance, as defined by Gartner, involves updating software, adding new functions, fixing bugs and solving problems. When deprioritised, organisations expose themselves to unnecessary risks, such as cyber threats, system outages, and costly emergency fixes.
"Over time, systems without upkeep become more fragile, harder to integrate and less adaptable to business change," said Andrew Seow, GVP and Regional GM for Southeast Asia and Greater China at Rimini Street.
Beyond operational risks, poor maintenance strategies can also erode organisational control. According to Seow, vendor control is one of the most pressing concerns.
"Without regular, strategic maintenance, organisations feel pressure to undergo expensive upgrades and migrations on vendor-dictated timelines, often without a clear ROI. When vendors hold all the cards, it's the business that loses agility," he explained.
Strong maintenance strategies, on the other hand, keep IT in control, help extend system life, and optimise spending. By leveraging stable, well-established systems as a foundation for transformation, software maintenance empowers businesses to modernise and innovate on their own terms.
The high cost of maintenance in APAC
The demand is for support that's not just 'available,' but useful, cost-effective and aligned to business needs. Andrew Seow
Across the Asia Pacific region, organisations continue to pay significant sums for standard vendor software maintenance, often up to 22% of annual license fees.
"The vendor support profit margin is typically more than 90%. I don't know many businesses with such a profit margin, so one must ask: what am I paying for? What is the value I'm receiving in return? Is there a better way?" Seow said.
As these questions arise, more organisations are re-evaluating traditional models. Many are exploring alternatives that provide greater flexibility, cost efficiency, and alignment with business needs.
"As organisations realise that vendor upgrades are not always in their best interest, they are exploring alternatives that give them more control. The demand is for support that's not just 'available,' but useful, cost-effective and aligned to business needs," Seow added.
Shifting from cost centres to value drivers
Seow emphasised that reducing software maintenance costs is no longer optional, but essential. For many enterprises, excessive spending on vendor support stalls innovation investments.
"Too many enterprises are overpaying for vendor support that adds little value. With much to invest in, such as AI, workflow automation, and new capabilities that enhance customer experiences, tying up critical resources just keeping the lights on is a waste of people, time and money," Seow said.
The solution, he noted, involves supporting and optimising core systems with third-party support and services, and prioritising business value over vendor timelines.
"Reducing these costs doesn't mean lowering standards," he emphasised. "It means being deliberate - ensuring the support meets business needs and drives maximum value out of mission-critical systems."
This shift does not mean compromising standards. Instead, it enables organisations to right-size their maintenance strategies, freeing up budget and talent to drive innovation, improve agility, and refocus IT on outcomes that matter most.
Driving efficiency through third-party support and AI
Third-party support models are emerging as a key enabler of cost reduction and operational efficiency. By moving away from vendor-led maintenance, organisations can significantly reduce support costs, avoid disruptive upgrades, and access broader services, thereby redirecting resources toward innovation.
Seow highlighted Brazilian pharmaceutical company Apsen Farmacêutica, which automated 70% of its workflow processes through Rimini Street and ServiceNow, without upgrades or replatforming.
"Innovation was delivered in weeks, not years," he noted.
AI is also playing a vital role in transforming maintenance. Rimini Street's AI-based Case Assignment Advisor, for instance, matches incoming support tickets to the most suitable engineer within seconds by analysing more than 35 variables. It results in a 23% reduction in case resolution time.
The platform has since evolved to include capabilities such as sentiment analysis and proactive issue prevention.
However, Seow emphasised that AI alone is not enough.
"While AI can be leveraged by support engineers, it's the knowledge banked over decades, and a deep understanding of clients' intricate systems and customisations, that drives a truly differentiated support experience," he said.
The future of software maintenance
The future of maintenance is all about flexibility. Andrew Seow
"The future of maintenance is all about flexibility," Seow said.
Organisations are beginning to seek support models that align with their operational realities, instead of rigid upgrade timelines or vendor milestones.
"We're seeing more companies take ownership of their IT roadmap, whether that means extending the life of existing systems or choosing support partners that give them room to innovate," he said.
Looking ahead, agentic AI ERP systems will replace traditional ERP strategies, urging users to leverage software maintenance to keep existing systems running smoothly and to support the new needs of the business, driven by AI agents and workflows.
"It's about leveraging the full potential of systems, preserving and activating the unique data that feeds the AI machine, and enabling enterprise-wide capabilities, not just siloed systems," Seow explained.
As organisations navigate an ever-evolving digital landscape, the role of software maintenance is being redefined, from a cost centre to a strategic enabler of innovation.
