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 overall cost reduction for software maintenance with a SLA compliance of 95+%.
We have proven experience of taking up enterprise systems, by understanding the prevailing functionalities and challenges met by the client and setting up consistent support methods along with communication protocols to be followed within 90 days. Our process driven and SLA driven application maintenance services approach has facilitated us sustain a “Preferred Vendor Status” with Fortune 500 clients worldwide
Our accomplished experts understand the prevailing functionalities and challenges met by the client and set up consistent support methods along with communication protocols to be followed. Some of our major support activities are:
SLA Driven Support
We offer 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.
SPEC INDIA and its support team are committed to offer below key service offerings, as a part of the support and maintenance contract:
- Maintenance of existing code
- Solving day-to-day operational issues
- Version control of the application source code
- Enhancements to the application
- Periodic releases
- Performance enhancements
- Application Knowledge Management
- Status Reviews
- Configuration Management
- Issue Management