- 15 min – incident response time
- 2 hours – incident solution time
- Time for changes implementation — 100 % within the term agreed with customer
- 100 % quality of the changes implemented to the applications
- you are interested in your internal applications (IT-processes, that maintain work of client’s internal services) support to be outsourced;
- it is important for you to ensure fail-safe performance of your applications and ability of improve application according to business needs;
- you wish to reduce the costs for support and development of your applications.
Applications maintenance and support focuses on stabilization of your applications, optimization of provided services and applications improvement.
The Service includes 3 levels of support for SharePoint-based applications:
- requests resolution and problem detection on the 2nd level support;
- problem root cause analysis on the 3rd level support;
- application modification, bug fixing, testing, documentation update on the 4th level support.
Application maintenance and support service may include expansion and/or modification of the applications functionality, debugging and creation of supplementary solutions.
Applications management service includes the following steps:
- application transition;
- application maintenance and support.
The following are the examples of tasks that are performed within the service: adjusting of a software to the changes of regulating acts, implementing new functionality and change requests, building and deployment new versions of applications, investigating and solving problems and defects.
Our qualified specialists will start providing application support within the shortest possible period of time. You can define the format of collaboration within the service: choose between dedicated or shared support teams, define SLA (Service Level Agreement) as well as the level of management and project control.
We use process approach that provides results predictability and continuous quality level.
We give a warranty to all the changes made within which all defects revealed will be corrected as part of the service.
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Efficiency
- reducing support and development costs;
- transition of application maintenance and support allows your IT-department to focus on your business strategy goals;
- increasing business operation efficiency due to constant implemtation of change reqeusts.
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Quality assurance
- providing fail-safe applications availability;
- reducing downtime due to applications outage;
- continuous applications development according to business needs;
- assistance in IT-processes management optimization;
- provision of clear quality control reporting.
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Technology
- we use a complex service approach according to the ITIL model (Information Technology Infrastructure Library);
- there is no need in hiring, training and motivation of engineers;
- possibility of transferring your applications to new technology platforms (i.e. mobile or cloud) with a minimal impact to the business;
- no need to organize your own engineers’ work for SLA achievement;
- provision of changes implementation with minimum outage.
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