Software maintenance-Application maintenance-L1 L2 L3 services

Application Development and Maintanance (ADM)

Often one of the largest recurring costs incurred by most companies is in the management of various IT solutions and support for the same. To help in reducing this overhead, R Systems provides the necessary optimized skills to manage the day to day aches and pains involved in the maintenance of third party solutions.

R Systems offers a cost effective solution to customers through:

		Timely resolution of issues with root cause analysis of all issues
		Focus on increased productivity with key performance measures
		Experiences and Established support team offering Support and Help Desk services

Application Support
R Systems offers optimized application support focusing on turnaround time and Service Levels. The types of support categories we offer fulfill the support requirements of the customer. The Service Level Agreement (SLA) defines the following types of support categories Platinum, Gold, Silver or Bronze. Each category offers the following with slight variation in the services.

		Issues Resolution.
		Change Requests.
		Specialized Services.

Production Support
Production support essentially helps our customers maintain their production environment. It involves identifying the root cause of the problem, narrowing it down to whether the issue is with the application, hardware or network and then taking the necessary action to resolve it in a timely manner. It primarily involves the support required to ensure that the system(s) in production are working perfectly

		L1 Services (Query resolution)
		L2 Services (Issue resolution)
		L3 Services (Enhancements)

Our Services:

		Application Support and Maintenance of Products across various technologies.
		Production Support covering a combination of L1, L2 and L3 services.
		Establishing new support teams or transition from other service providers.
		Support for Run, Build environments and Migration support for different technologies.
		Hosting services for certain products.
		Production Environment Management – Fine tuning and performance management.

Following are the support activities undertaken:

		Offshore support for different time zones.
		Systematic logging of issues with resolution tracking mechanism.
		Complete issue analysis & documentation.
		Timely feedback & Resolution.
		Dedicated, skilled pool of resources to avoid person dependency
		Efficient transition of support from third party teams for application support.
		Maintain version controls.
		Service level adherence & reporting.
		Processes that are in line with ISO 9000 Standards and the SEI-CMM framework.