Application maintenance & support services

Service Management

  • Applications management.
  • Service levels Agreement (SLA).
  • Support Model.
  • Change Management.
  • Governance and communications model.

Operations Continuity

  • Critical support 24 x 7.
  • Immediate resolution.
  • Root/Cause analysis.

Business Applications Operations

  • User management.
  • Incident management
.
  • Problem management
.
  • Interface management & operation.
  • Updates management
.

Applications Operations

  • Business support.
  • Proactive Monitoring
.
  • Online and offline process execution
.
  • Break & Fix solutions.

Applications improvements

  • Small developments.
  • Upgrades and new functions.
  • Maintenance management.

Application Support Phases

  • Initial level of maintenance provided by the user help desk.
  • It deals with support tickets that can be resolved by doing basic configuration.
  • It deals with tickets requiring code changes.
  • It deals with tickets related to the Hot fix or patch release.

Support Model(s)

  • Complete Offshore Model.
  • Balanced Model.
  • Onsite heavy Model.
  • Complete Onsite Model.