Maintenance and Support

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We have many years of experience in support and maintenance of complex enterprise software applications developed both in-house and by 3rd parties. Our services include 2nd and 3rd level support, maintenance and improvement, monitoring, patches and upgrades, administration, enhancements, changes and release management. Our strong team of dedicated maintenance and support engineers provide multiple applications support. Special core teams deliver a combination of application maintenance and development services.

An essential part of our agile software development life-cycle (aSDLC) process, our maintenance and support services meet the rigorous quality requirements and are significantly backed up by our world-class distributed aSDLC tool that covers all the support management and is tied in with all our testing, release and build management efforts. Besides, our maintenance and support staff are hired, managed and developed specifically to ensure they have the all round skills required to render services efficiently.

Depending on the response, workaround and resolution times, we offer a number of different types of support and maintenance engagement depending upon your needs.

 

Application Maintenance and Support (Level 3 Maintenance)

• 2nd line support, including incident management, fault investigation and diagnosis, workaround provision
• 3rd line support, including application bug fixes, hot fix releases
• Maintenance, including scheduled, upgrades and preventative
• Release management (6-8 scheduled service pack releases of each application per year)
• Support incidents and issues tracking through Embriyo interface

 

Application Enhancements (Level 4 Maintenance)

• Implementation of feature enhancements to the applications based on the prioritized change orders

 

3rd Party Maintenance

• Application handover
• Assessment of the architecture, code and relevant software artifacts
• Essential remedial activity recommendation
• Knowledge transfer from the current client’s team to Embriyo
• Elaboration of Maintenance and Support plan and other prerequisite documents

 

For critical issues raised outside of normal working hours, we provide 24 x 7 3rd level support with the direct issue submission capability via the Web, e-mail or by phone.