Maintenance and Support
Application Maintenance and Support focus
- Optimization of your applications,
- The stability of services,
- Improvement of your applications.
There are three levels of support for applications in the Service
- Level 1 Support
- Level 2 Support
- Level 3 Support
Level 1 support is the first tier of support:
- Collect customer requests and data.
- Attend to customer phone calls.
- Respond to user emails and social media messages.
- Conduct basic troubleshooting using questionnaires to find out the level of support needed.
- Create tickets for Level 2 support.
- Provide product information.
- Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.
Level 2 personnel take queries from Level 1:
- This level of help mostly deals with in-depth troubleshooting and backend analysis.
- The Level 2 technician then communicates with the user for an in-depth analysis of the problem before providing a solution.
- If a solution is not available, the query moves up to Level 3 support.
Level 3 Support:
- This level of support requires SMEs (Subject Matter Experts).
- Level 3 support consists of experts, who may include specialists such as architects, engineers, and creators.
- These support experts have access to the highest level of company and product information.
- When a user query goes up to Level 3 support, the technicians attempt to define the root cause of the problem by looking into code and designs in a lab setting.
Maintenance and Support service Includes
- Adding functionality,
- Updating the code,
- Debugging
- Providing supplementary solutions.
Application Management Services Steps
- Align with core Business Principles
- Ensure end-to-end Service Delivery
- Relationship Management
- Fold the model into Business and Culture
Performed tasks inside the Services
- New functionality implementations and change requests
- Build and publish new versions of applications
- Investigate and solve problems and defects
Our certified experts will start supplying software aid within the shortest possible time frame.