Our solutions allow clients to reduce their costs without sacrificing value, quality, or time-to-market--all while enabling our clients' core R&D resources to concentrate on new product releases.
Commercial software companies focus spending on research and development because they know that innovative products and services are key to increasing top-line revenue. They also understand it is equally crucial to focus on their installed customer base in order to sustain and maintain existing revenue streams through product maintenance and support. Ultimately, today’s software companies are looking for creative ways to reduce costs in order to increase profitability – without jeopardizing the quality of the products they deliver and service.
Product maintenance solutions include:
- Enhancements and bug fixing.
- Service packs release and patch tracking.
- Forward/backward porting to merge enhancements with the core product development efforts.
- Coordination with development teams for future releases.
Product support solutions include:
- Managing Service Level Agreements (SLAs) for our customers by managing multi-tier support programs.
- Provide Tier 2/Tier 1 support to end customers.
- Provide scripting assistance (creation and troubleshooting).
- Provide assistance during customer migrations to new releases.
- Provide documentation of known solutions for inclusion in knowledge repository.
- Conduct performance testing of customer situations.
- Handling support for multiple customer versions, including multi-lingual versions.
Three-tiered support program
Level 1: Contact with the support center is enabled through a multi-media technical support center that logs the call with the relevant details. The helpdesk searches the existing knowledge base to verify whether a standard solution exists for the reported problem and communicates back to the client.
Level 2: If no resolution is found in the knowledge base, the problem is escalated to Level 2 in the support center and senior resources with extensive functional/technical expertise take over. The problem is simulated in the customer environment and a solution or a workaround is suggested, when possible. The resolution and severity may be redefined if the problem is not resolved.
Finally, the problem is flagged as a bug or an enhancement request, and delivered to the Client Product Management/GDC Product Management. This group decides whether to include enhancements or bug fixes in future releases of the product or develops a project proposal.
Level 3: After approval by the product management team, the problem is transferred to sustained engineering, the extension of the engineering team that manages level three support. They address bug and enhancement requests as requested by product management.
