contactus
 
IT SUPPORT SERVICES
 
 
 
Do you run into deep-rooted issues with your business applications that your IT helpdesk team cannot resolve? Are you receiving only limited support from your IT teams? Our application support teams know the ins and outs of each and every application they support from its business functionality to its technical aspects.
WHAT WE OFFER
We can help you troubleshoot application errors, answer "how to" questions, and even resolve slowness in application response time. When your productivity relies on your business applications, you can count on us to:
  • Proactively monitor your business applications to ensure optimum performance and uptime
  • Be available and responsive to your reported application issues especially when impacting time critical business transactions
  • Secure your application data and access to critical business functions
  • Reduce your risk of major application downtime

You have unlimited access to business application experts to help you with the application hurdles in getting your work done and eliminate potential losses due to missed opportunities caused by application issues.
 
 
  
BENEFITS & CAPABILITIES
TIER 1
 
General Services
  • Incident Management
  • Problem Management
  • Service Level Management
  • 24x7x365 service desk availability
  • Corporate (company-wide) communications – outage notifications,
    high impact incidents, etc.
  • Issue triage and escalation
  • Service-level performance metrics reporting
 
Basic Application
Functionality Support
  • Front-end user support for basic "how to" questions
  • Application functionality troubleshooting and incident
    resolution (based on cookbook instructions)
  • Application user maintenance, i.e., adding and deleting users,
    maintaining permissions, resetting passwords
 
Basic Database Issue
Support
  • Business application database issue resolution
    (based on cookbook instructions)
 
Basic Reporting Services
  • Create/run simple queries and reports for application data look up
 
Proactive Application
Monitoring
  • Application health checks and monitoring
 
TIER 2
 
Complex Application
Functionality Support
  • Functional knowledge of application screens and fields
  • Complex functional and business application 'how to' questions
  • Troubleshooting and resolution of complex incidents
  • Deep business and functional knowledge (from a troubleshooting perspective)
 
Report Development
Services
  • Custom queries, reports, and data analysis
 
Data Reconciliation
Services
  • Application data integrity checks
  • Reconciliation of data across application interfaces and other
    supported applications
 
Issue Resolution
Coordination
  • Enterprise-wide coordination and communication of major
    production issues
TIER 3
 
Software Development
Production Support
  • Bug fixes, minor enhancements, and support for software releases
  • Post-migration application checkout
 
Disaster Recovery
Support
  • Participation in disaster recovery planning and exercise
  • Business continuity planning
  • Execution of data transition plan during DR
  • Testing of application after production cutover
 
  Privacy Disclaimer