SUPPORT & MAINTENANCE

We have been providing multi level and multi channel support to our customers since 2001. Currently we provide 16x5 support and have the necessary infrastructure to provide 24x5 support. The company being development centric and customer focused , we assure you of the best support services by:

	Setting up test labs for reproducing customer reported problems.
	Uploading sites for customers to submit configurations and logs.
	Downloading site for customers to obtain patches.
	Effective knowledge management systems.
	Regular feedback from the support team which reduces errors and development time.
	Metrics and Measurements Model for enhancing effectiveness.
	Confidentiality and Security of sensitive information (IP protection enablers).
	Effective recruitment system to address attrition.
	Effective training programs for resources.

Infrastructure

	Large Internet Bandwidth with 100% redundancy.
	Secure and audited IT Infrastructure.
	Secure VPN tunnels to clients.
	Mail messaging, Internet and Intranet facilities.
	World class Telecom infrastructure.
	Global conference call bridge.
	Multi-channel (Telephone, Fax, E-mail, Chat, Web) support.

Multi-level Support

Level-1 (L1)

	All communication with customer via phone/ e-mail.
	Help desk support – receiving & responding to request.
	Voice-based support -- preliminary support(IVR).
	Resolution via knowledgebase, problems sets and FAQs.
	Info gathering for new defects, quick solution for known issues.

Level-2 (L2)

	Deep Investigation for the issue that could not be resolved by L1.
	Suggest workarounds.
	Remote access support – resolving issues by directly accessing clients systems.
	Escalate to Level 3 for issues involving code changes / logical changes to the system.

Level-3 (L3)

	Software Development team support (onsite / offshore).
	Provides code changes, feature enhancements / version controls, functionality add-ons, patch releases, bug fixes.

Value-added Services

	Patch management support.
	Back end pre-sales support.
	Functionality enhancements.
	New release migration support.