Application Support

Your application team has extensive knowledge about your business and your business is expanding. You need to develop new applications to support the new business. As per your assessment, the business knowledge in your IT team can reduce your time to develop new applications. However, they are also doing numerous small enhancements and providing application support to the current suite of applications.

We can assist in the Maintenance and Support of your applications. This can relieve your team to focus on the new business needs.

Support Functions

• We can provide application programming support.
• Make Database and code changes to the application
• Update Database domain tables, User Tables or make corrections to data to ensure the proper functioning of the application.
• Provide application assistance to your end users.
• Assist in the design and development of business rules.
• Develop User documentation.
• Install software patches and upgrades required for maintainance.

Multi-Tiered Technical Support

Application Support can be provided in levels or tiers in order to better server the business users. Tiered support provides the best customer experience while being the most efficient use of resources during high call volumes. It also allows more experienced analysts to serve the more complex issues while allowing the simpler queries to be handled by others at a lower tier.

Level 1 (L1) – This is the first line of contact or the first level support and gathers information from the customer and understands the issue. Depending on the issue, the L1 analyst will either resolve the issue or determine that it needs to be escalated to the next level due to its technical nature.

Level 2 (L2) – This is a more technical level of support, and issues are routed to this group only if the L1 support analyst is unable to resolve the issue.

Level 3 (L3) – This is the highest level of support and gets the most challenging and technical issues for resolution. They can review database