SUPPORT & MAINTENANCE
SUPPORT & MAINTENANCE SERVICE
Application Maintenance is about “risk management”, it is about insuring your mission critical solutions are well maintained and constantly performing at their optimum level. Our Application Support and maintenance Service is designed to provide both preventive and ad hoc reactive support to ensure your business continuity . The service provide sufficient problem solving response to errors and to maintain an appropriate Service Level Agreement.
APPLICATION MAINTENANCE SERVICE
Preventive Maintenance Training
We provide training to our clients to perform the necessary 1st Level Support for problem solving within the organization. Proper documentation of design, user manual, application maintenance guide must be in place.
Issue Escalation Procedure
An Issue Log procedure and escalation procedure will be put in place to report, track and monitor each system incident until it is resolved.
Scheduled System Health Check
Regular system health check to be perform on-site or via remote VPN to maintain an efficient application.
Helpdesk Support
Our dedicated hotline support staff will take care of your incident and will coordinate with the right expertise to address your issue immediately.
Guaranteed Response Time
Our Service Level Agreement will guarantee your issue be resolved in a timely manner, depending on the severity of the issue, our will start the investigation once our Issue Log Tracker signed a call from client.
On-site or Remote Support
Our Service Level Agreement will guarantee your issue be resolved in a timely manner, depending on the severity of the issue, our will start the investigation once our Issue Log Tracker signed a call from client.
OUTSOURCING vs IN-HOUSE SUPPORT
When a business solution starts to go-live, the application maintenance work starts immediately. You have to organize your internal resources to acquire sufficient technical skills and the relevant business knowledge to keep the application healthy. For most clients, the support staff are business users or system analysts who can fully understand your business processes.
When deciding outsourcing the maintenance or keeping it in-house, the key questions are:
Does your in-house support team possess the full knowledge to sufficiently keeping the solution healthy?
Is it a business-critical application solution? How importance are the data, reports and analysis functionality?
What is the cost benefits of having a dedicated team of experts to support and maintain your solution?
Consider the maintenance tasks below, regardless it is on-premise or cloud solution, they are still to be addressed:
| Maintenance Type | Owner | Maintenance Task | Skill Level |
|---|---|---|---|
| Technical | IT Department | Backup Restore, System Trouble Shooting, Data Interface | High |
| Technical | IT Department | Database Tuning, Database House Keeping | High |
| Application | Key User | Data Interface Mapping | Medium |
| Application | Key User | Metadata Maintenance | High |
| Application | Key User | Business Requirement Changes | High |
| Application | Key User | Input Forms and Report Changes | Low |
| Application | Key User | Calculation Rule Changes | High |
| Application | Key User | Security Profile Changes | Medium |
