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Application Support and Maintenance

The key focus of Application support will be

  • To recover the normal service as quickly as possible
  • Upgrade Support
  • Minimize any impact on the business
  • Reduce Support Costs
  • Development of Change Requests and Enhancements
  • Performance tuning to improve the concurrency and performance issues
  • L1,L2, L3 Support with Service Level Agreements
  • Need based Scale up and Scale down of resources
  • Root cause Analysis and Documentation
  • Service Requests Documentation
  • Follow ITIL standards: Incident Management, Problem Management, Change Management, Continuous ImprovementsSupport team can be contacted through the following channels Mail, Phone, Ticketing system Each issue will be created as a ticket in the internal ticketing system, classified as Critical, high, medium or low and prioritised for fixes

Below is the way the issues are classified to follow the escalation mechanism