Effective, speedy support anytime, anyplace.
Overview
Highlights
- Risk-Reward SLA model for minimum customer risk and maximum customer benefit
- Strong governance model
- Robust transition methodologies
Help Desk Level 1 Support
Help Desk Level 2 Support
- End-user support, including response to calls and answering “how-to” questions
- Ticket resolution and logging
- Resolution of basic IT/computer problems, such as username and password issues
- Verification of physical layer issues
- Installation/re-installation of basic applications
- Verification of appropriate hardware and software installation
- Assistance with navigating around application menus
- Help with using knowledge management tools
Help Desk Level 2 Support
- Monitoring ticket log
- Providing Break-Fix/Corrective and Emergency support
- Providing consultation and technical support to end-users
- Resolving ad-hoc issues
- Testing and releasing patches to production within a specified TAT
Help Desk Level 3 Support
Preventive maintenance
As part of Preventive Maintenance, our engineers:
Our engineers implement minor and major enhancements to applications based on an assessment of application performance and functionality.
- Defect detection and root cause analysis
- Minor enhancements and customization
- Preventive, adaptive, and perfective maintenance
- Routine maintenance activities
- Need-based interaction and follow-up with 3rd-party vendors, suppliers, etc.
Preventive maintenance
As part of Preventive Maintenance, our engineers:
- Document frequently occurring issues
- Test applications in idle time and look for bugs
- Look for possible solutions that can help enhance application functionality/performance
- Recommend and execute changes to applications
Our engineers implement minor and major enhancements to applications based on an assessment of application performance and functionality.
- Reduce total cost of ownership
- Improve application stability and performance
- Increase application agility and life
- Minimize downtime
- Global delivery model: Efficient, speedy, and cost-effective services delivered via various global centers
- Framework solutions: Incisive domain expertise delivered via proven, quick-to-deploy framework solutions developedover more than 100 projects across sectors like banking, financial services, insurance, manufacturing, retail, telecom, life sciences, and healthcare
- Key alliances with global technology leaders: Partnerships with industry leaders in technology (Microsoft, Oracle, Sun, IBM, HP, Amazon) for best-in-class, cost-efficient services and the most desired business outcomes
- Technology Centers of Excellence: Dedicated technology CoEs spanning various technologies for a unified, scalable, business-specific solution
- End-to-end infrastructure management services: Full lifecycle services with varied support models for differing customer needs, greater economies of scale, and minimized TCO.
- High maturity standards and rich domain expertise: SEI CMMI Level 5 certified development centers, robust quality management, and deep cross-domain expertise for cost-effective solutions and complete customer satisfaction.