Application Support and Maintenance

As a software support specialist, our service highlight - “24 x 7 SLA based quality driven support”

We at SPEC INDIA have proven experience in delivering 365 x 24 x 7 SLA driven critical support services which are quality and commitment focused, to a wide range of clientele executing a diverse range of software business solutions. Our process driven and SLA driven application maintenance services approach has helped us maintain a “Preferred Vendor Status” with Fortune 500 clients all across the globe.

We follow a three tier service approach – Corrective, Adaptive and Preventive Maintenance focusing on reduction in the Total Cost of Ownership (TCO) for software maintenance.

Support Acquisition

During Support Acquisition, we understand the current functionalities, business and technical challenges that are being faced by the customer. Support processes are defined along with communication protocols to be followed during the entire process.

Following processes are defined as a part of support acquisition

  • Knowledge Transfer & Transition
  • Support Management
  • Change Management
  • Release Management
  • On-going issues Management
  • Initiatives Management
  • Knowledge Management
  • Status Review: Weekly, Monthly, Feedback etc
  • Escalation Protocol which includes defining a 3 level protocol at both ends, to manage escalations

We have a team of experienced professionals who are proficient to take up any system, understand it completely and start its maintenance cycle within 90 days

SLA Based Support

SPEC INDIA offers SLA based software support and maintenance services, Based on priority (Critical, High, Medium, Low), standardized norms are followed pertaining to 1st response time, resolution time and deployment mechanism for issue resolutions.

To manage proper ticket tracking, we provide our customers with our own web based helpdesk tool, which has been in use for over a decade. This multi-functional Online Helpdesk Tool takes care of the entire lifecycle of the ticket, which include setting priority, tracking SLAs, communications, maintaining artifacts and documents like Change document, Impact Analysis, Client Approvals all in one place. It is a ready repository for Issue Analysis and has reports that help in root cause analysis.

The tool also helps in generation of support Matrices, which include SLA compliance. We proudly claim our SLA compliance to be > 95% across customers.

As part of Support Activities we provide:

  • Functional and Technical Support
    • Provide functional assistance to the client’s IT team.
    • Provide functional impact analysis for any new change.
    • Technical evaluation of errors and solution provision via patch / planned release.
  • Implementation and Upgrade Support
    • Alignment with overall project plan in conjunction with client’s project team.
    • Provide support during implementation phase, by means of hand holding, for technological upgrades.

Our Support and Maintenance Workflow

Our Service Offerings and Deliverables

We are committed to adhere to major deliverables of the application support services contract, as below:

  • Maintenance of existing code
  • Solving day-to-day operational issues
  • Version control of the application source code
  • Enhancements to the application
  • Periodic releases
  • Documentation
  • Performance enhancements
  • Application Knowledge Management
  • Status Reviews
  • Configuration Management
  • Issue Management

Technology Services