Sage Technologies - Your Reliable IT Partner, India, Services
Application Support and Maintenance

Following the successful implementation of a SAP solution in an organization, there is needed a regular and speedy technical support for the implemented applications. Sage Technologies Application Maintenance and Support services help the enterprises attain their business goals and objectives, by providing speedily responsive and high quality 24 x 7 support for your applications.

Benefits

ü   Drastic cost reduction

ü  Greater availability of mission critical business applications

ü  Consistent monthly reporting with agreed upon metrics (SLA)

ü  Efficient development and increased performance of support team

ü  Easy access to the application support best practices

ü  Right sizing and right sourcing of tasks

ü  Freeing up internal resources for revenue generating activities

Service Models

As part of our application support and maintenance offering, we take complete ownership of our customer’s application. We provide services at both ends – at customer location as well as from offshore locations. Our AMS Services models are:

ü  On-Site

ü  On-site/Off-Site

ü  Onsite/Off-Shore

ü  Onsite/Offsite/Off-Shore

Our ASM Approach

We have developed our own well-defined and mature application maintenance process which allows effective control of the application environment and business activities. Our transition process consists of unique knowledge transfer methodology and it also support distributed delivery environment wherein work responsibilities can be effectively divided between the various organizations depending upon the criticality of the requests. Each of these activities can be governed and monitored by SLA frame work:

ü  Requests management

ü  Management of incidents

ü   Processing of requests

ü  Root cause analysis

ü  Work around

ü  Resolution

Issue Management Tool

In order to bring more efficiency in our after-implementation support service and to speed up the response time to client’s query, we have set up Issue Management Tool in our portal. This tool manages and maintains the list of issues reported by our clients. Each issue is listed as per the urgency or value depending upon the overall importance of that issue.

We also offer access to this tool, to our clients, on request so that they could enter their issues on their own and look for prompt replies and solutions. The software tool allows the clients to track the status of their current issue, revisit the resolutions to old issues and also to track the SLA.

 
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