24×7 Software Support Services
We, at SPEC INDIA, have proven experience in delivering 365x24x7 SLA driven software maintenance and 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 across the globe.
We follow a three-tier service approach – Corrective, Adaptive and Preventive Maintenance focusing on overall cost reduction for software maintenance services with an 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 key highlights are performance, service delivery, maximum uptime, resource optimization, global support.
SLA Driven Software Support & Maintenance Solutions
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:
- On-Going Issues Management
- Initiatives Management
- Release Management
- Change Management
- Support Management
- Knowledge Transfer & Transition
- 3 Level Escalation Protocol
- Status Reviews & Feedback
- Knowledge Management
We offer SLA based IT support 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.
Software Technical Support - Our Service Offerings
SPEC INDIA and its support team are committed to offering below key service offerings, as a part of the software maintenance and support service 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
Why SPEC INDIA for 'Software Maintenance Services'?
Flexible Engagement Models
SPEC INDIA’s assorted engagement models have proven their value to enterprises. Based on requirements, the client can choose, each having its own specialized execution.
SPEC INDIA’s technical and support experts are well versed with all topmost technologies in relevant domains.
Definite ISO Quality Standards
As an ISO 9001:2008 certified custom software specialist association. We have quality standards that highlight in our maintenance procedures, in a complete manner.
Quality of Service
It is our continuous efforts to have quality as a part of all processes initiated at SPEC INDIA confirming we meet the needs of our customers.
Hire IT Support Service Resources
Our software support services team consists of quality driven and experienced support managers, business analysts, support resources, technical lead resources, QA and DBA, who can assist you in maintaining your solutions to the finest.