Application Support and Maintenance Services
Springform has expertise in providing Annual Support and Maintenance services (ASM) for our customers with 5-10 years long running contracts.
The ASM model has the below characteristics:
- Any combination of support hours (24 X 7, 24 X 5, 17 X 5 etc.) using follow-the-sun model.
- Onshore, near shore and offshore teams managing end-to-end support and maintenance independently.
- Dedicated team of helpdesk s/w engineers managing support and maintenance tickets.
- Business analyst for customer domain providing, validating and verifying customer requirements.
- Ability to deliver against stringent Service Level Agreements (SLAs) for response and resolution.
- Continuous improvement of SLA metrics as the engagement progresses Y-O-Y.
- Strong Knowledge Management (KM) framework and tools to record past ticket resolutions and expedite new ticket closure.
- Comprehensive up-to-date documentation and updates to documents for customer applications.
- Shared Services Model