Support / Maintenance:

Companies with substantial IT infrastructure and considerable dependence on IT for daily operations realize the importance of adequate support services. However, support and maintenance contracts are relatively long term commitments. Therefore, a large number of organizations worldwide are opting for offshore outsourcing of support services to obtain quality services with significant cost savings over an extended period of time. Bells can serve as the perfect long term partner for meeting your application support and maintenance requirements

Our plan covers:

• Product line supported (including platforms, underlying s/w, versions etc.)
• Support metrics
• Communications and reporting
• Processes
• H/W and S/W resources
• Staffing and effort
• Roles and responsibilities

Support Activities:

Bells can provide engineering support (bug fixes) to the customers of existing product, interacting with the support centers which provide level 1 and 2 (helpdesk and field level) support. The activities consist of :

• Maintain and update the source, build environment, test suites,

• Own the bug tracking system and acknowledge the bugs reported,

• Reproduce the bugs,

• Fix the bugs and provide the patches/updates to the field support centers in time in accordance with the support matrices and assured support levels.

• Implement the release plan

• Provide 24*7 support (if required).

A long term engagement with this model guarantees you considerable reduction in maintenance costs. After a year of engagement, we can transition from a Time and Material relationship to a Service Level Agreement, where our performance and compensation is tied up with some of your identified business parameters.

Entrusting us with Maintenance and Enhancement service enables you to free your resources for your critical activities. Time zone difference often also means shorter latency experience