For support and maintenance contracts we follow a paradigm of predictive maintenance i.e. identify and rectify problems before business impact is felt The working model derives heavily from the Micorosft Operations framework. MOF is the framework developed by Microsoft that provides guidance for daily IT Operations activity including planning, deployment and monitoring.
Our services include both tier 2 and 3 support activities with Tier 1 activities usually bieng handled onsite via partnerships or inhouse customer call centers.
In general our operations methodology aims to:
The support process follows a typical workflow as depicted below. Customers log tickets onto online support portals, or register them through calls to our helpdesk. The support team responds based on pre-defined SLAs. Tier 3 developers will syncronize with customer code-bases and deploy using Tier 2 support.
Our efforts to develop applications compliant with this model begin from the design phase where specific and typical operational requirements are captured into the design.