SmarTek21's capabilities for Maintenance and Production Support:

Maintenance:

Clients require constant enhancements and support activities for existing projects. We have strong expertise in understanding others’ code and ramp up quickly to start making changes to the existing code.

• Provide Tier 3 and Tier 4.
• Support implemented various Enhancements and Support Projects successfully.
• Adopted Iterative approach to such Enhancement and Support requirements, which is ideal to perform features development
• Product Support and bug fixing
• Management of Change Requests and Task orders
• Service packs release and patch tracking
• Forward/backward porting to merge enhancements with the core product development efforts
• Coordination with development teams for future releases

Production Support:

We have a well-defined production support management process that allows effective capture, reporting, tracking and resolution of Issues. Each of these activities will be governed by customer agreed upon service level agreements (SLAs).

• Managing Service Level Agreements (SLAs) for our customers and meeting the SLAs.
• Identify, Document and Sign-off on Tier 1 and Tier 2 scope, activities and processes with customers.
• Provide Tier 2/Tier 1 support to end customers / Provide Help Desk Service.
• Provide scripting assistance (creation and troubleshooting).
• Provide support during customer migrations to new releases.
• Manage and Update troubleshooting guide, Log Files and Solutions.
• Handling support for multiple customer versions, including multi-lingual versions.

Production Support - SLAs

We are capable of providing the following production support services to customers, for the business critical applications with stringent SLAs for response, work around and resolution of issues.

• 24 hours X 7 Days a week
• 16 hours X 5 Days a week
• 08 hours X 5 Days a week

We use global delivery model for round the clock attention to the critical issues. We document the knowledge gained in the issue resolution for effective usage and track the SLAs norms using standard templates and tools that are transparent to our customers.