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Services

Support

Post implementation support is the basic need to ensure long term success of any software implementation. Agaram ensures continuous support to all customers with proactive approach.

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Functionally and Technically skilled support staff is monitoring customer support and issue resolution to ensure smooth operations of software solutions provided.

The incidents and problem reported are tracked in JIRA through initiating tickets till closure. Every step of progress in resolution and testing are closed monitored by all stakeholders. The status of each incident is reviewed on a day-to-day basis in daily review meetings. The following process explains the bug tracking and closure flows.

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1. Issue Handling and Problem Correction

  •  User issues are usually due to incorrect configuration of the application or lack of understanding of the system. These are addressed by training application users.
  • All issues are routed through the QA / Testing team where the reported issue is posted on JIRA, the issue tracking system.
  • Changes are either new requirements or modifications to the existing features. These are addressed through a Change Request process. The effort is estimated and a comm