Application Support Services
Considering that systems exist in complex, heterogeneous environments, supporting customers of enterprise class technology providers is a challenging task. It requires a high level of technical competence and often involves multiple interactions, supported by a structured problem-solving approach.
To address intricate problems arising from these complex ecosystems, Infogain offers its Application Support Services through a multi-tiered ITSM-based support model. These services provide end-to-end support for all business critical applications, ensuring uninterrupted service. Infogain’s Application Support Services focus on the following key objectives:
- Increasing the efficiency of the support operation
- Reducing the cost of application support
- Increasing IT responsiveness to business needs
Key features of Infogain’s Application Support Services are:
- Functional and technical support
- Ongoing application support at Level-2 and Level-1 as needed
- Incident management
- Problem management
- Escalation management
- Multi-channel request (Phone, Email, Web forms) management
- Coverage choice: 24x7, 16x5, 8x5
- Application Support metrics and reports
- Service Level Agreements: Response Time, Resolution Time
- Long-term (1-3 years) duration
- Fixed monthly fees based on number of assets or issue-load
- Risk-reward model for SLAs
- Issue Resolution Knowledgebase
Learn more today about the advantages of switiching to Infogain for Application Support Services.
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