Maintenance & Support

Business models are evolving with IT innovation, making application maintenance a challenging task. Our eBusiness Solution Maintenance practice helps you by freeing up the core team, while covering the essential services of fixing known bugs and enhancing existing features. To meet the needs of our enterprise clients, we specialize in offering customized services in the application maintenance and support arena.

Our eBusiness Solution Maintenance Offering supports all other offerings, since most solutions have a need for long-term maintenance.

1. Management Services for program management, auditing, testing, communications and off-shore outsourcing operations setup and operation.
2. Application Maintenance for business applications ranging from legacy, process flow to eBusiness applications.
3. Platform Services for providing a complex network infrastructure for developing and testing systems based on advanced technologies e.g. distributed Unix and Windows server farms with high availability and load sharing infrastructure.

Our approach to application maintenance and support is based on stringent Service Level Agreements (SLAs) derived from the commitment of our clients to their customers.

We employ a three step approach to Maintenance and Support Services:

STEP 1: ASSESSMENT AND KNOWLEDGE TRANSFER

INPUT

1. Business Requirement Documents
2. Functional Specification Documents
3. Architecture framework
4. High Level Technical Design Documents
5. Detailed Technical Design Documents
6. Test Cases
7. Source Code

OUTPUT

1. Detailed proposal for Support and Maintenance services.
2. Set of processes and procedures for us to start providing services in phase II.
3. Proposed SLA, for our service delivery in Phase II. 
4. List of any other documents Required by us after Gap analysis

STEP 2: TRANSITORY OVERLAP

INPUT

1. Approved support and maintenance processes and procedures.
2. Contact information for all products and support vendors.
3. Authorization to contact Third party product and support vendors on behalf of the client.
4. Vendor/Module wise list of open defects and issue.(if any)
5. Access to existing defect tracking and monitoring tool.

OUTPUT

1. Revised set of templates processes and procedures for BAU support and maintenance.

STEP 3: BAU MAINTENANCE AT OUR COMPANY

Application maintenance model at our company, guarantees stable and predictable system with reduced application downtime, along with continuous improvement of productivity and resilience to accommodate new technology and business requirements. We achieve this via a 4 phased approach:

1. Corrective Maintenance. Reactive modification to correct identified problems
2. Adaptive Maintenance. Modification to keep software usable in a changed or changing environment (hardware and software). 
3. Preventive Maintenance. Modification to detect and correct latent faults. (For adding new capabilities, modifying existing functions and making general enhancements)
4. Perfective Maintenance. Improve performance or maintainability (To improve future maintainability or reliability or to provide a better basis for future enhancements)

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