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 commercial quotation is given to the customer. Once the quotation is approved, a delivery schedule is agreed upon before commencing the work.
  • Re-installation of Software or components due to hardware failure or replacement during upgrade is considered as additional services. The effort is estimated and a commercial quotation is given to the customer. Once the quotation is approved, a delivery schedule is agreed upon before commencing the work. 
  • Bugs are errors in the code or incorrect logic applied to the work flow. The test engineer classifies the bug as Critical / Non-Critical depending on the impact. Show stoppers are categorized as Critical bugs. 
  • The bug is assigned to a technical support engineer along with the timeline for closure as per the SLA. An impact analysis is carried out to identify the areas that the solution may have an effect on. Once the technical support engineer completes the work on the bug, he/she carries out unit testing and if the module is free from errors, it is given for testing by the QA team. The test engineer thoroughly tests the application for the areas fixed as well as the areas that might be impacted. This impact testing is carried out with a guiding document called the Test Case document

2. Prioritization Approach

Service requests for problems received by the help desk will be given a Severity Code from 1 – 4 based on how important responding to the problem is to the primary business of ADL as a whole, as well as the availability of workarounds. The Severity Code will be the basis for scheduling work on the backlog and assigning resources to the request. Critical, important, and supportive application functions are defined in the section below on Application Function Type

3. Response and Resolution Times

Severity codes are used in order to determine appropriate response and resolution times. Response and resolution times are measured from when the incident is opened by the help desk. If the problem is not resolved within the defined timeframe, continuous effort will be applied until the problem is resolved.

Initial Response

 is when a ticket is opened and acknowledged by help desk staff.

Estimation

Response is when the user that logged the ticket is informed of an estimated resolution time.

Subsequent Responses

is the frequency with which the user that logged the ticket is updated on the resolution status.

Resolution

is the point at which the problem is resolved and the application function is returned to a usable and available state.

 

Note: The time of resolution (hours) mentioned above are only indicative. They will vary from customer to customer based on the actual individual SLA.

4. Response and Resolution Service Levels

End user satisfaction

is the rating provided by end users after the problem they logged is resolved.

Problem backlog

is the maximum number of unresolved problems.

Problem aging

tracks unresolved problems that are older than 60 days.

5. Escalation Matrix

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Customer Communication:

Via Email and Desk Number.

Mobile number of representative provided for urgent Communication.

Problem backlogInternal Communication:

Issues / Queries are recorded by Help Desk and every Role in hierarchy monitors the activities with timeline and details.

6. Application Enhancement

Application enhancement projects involve functional enhancements made to a properly working application to accommodate new or changed user requirements. Examples include increasing an application’s performance, enhancing a user interface, or optimizing code. Application enhancements can be requested by the customer or proposed by AGARAM TECHNOLOGIES. The Customer will prioritize the order in which enhancements are performed.

7. Process and Application Improvement

The service provider will help the customer to improve its applications and application maintenance processes over time, in line with the customer business goals and strategy. As service provider gains increased application and business knowledge, it is expected that AGARAM TECHNOLOGIES will help the customer to plan the better use of applications to meet business goals.

There are no SLAs associated with Process and Application Improvement.

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