Every organization dream of staying pretty well organized by delegating their Enterprise Software System to an entrusted Service Provider who is proficient in taking charge of the Custodial Support Service with a great bandwidth. The success of any software project greatly depends on how well a customer receive support after its implementation.
We strongly believe that the real difference in services can be experienced during the support period, as a client undergoes an aggressive usage that produces the need for support from a service provider. Your system demands timely upgrade for functioning normally under contingency. With a solid support, your businesses will automatically adjust to migration, troubleshooting, bug fixing, security authentication, scenario and other pernicious situations.
We go the extra mile to solve the issues. Our standard support contract (fixed & annual) includes:
Fixed Price Annual Contract:
* Help Desk to attend queries, troubleshoot, bug fix, user knowledge help
* A Support Portal to log, track and escalate tickets
* Remote Diagnostics
* Monthly Web Training, where user group votes on the training topics like Periodic processing, stock-take process, Standards & Compliances, Adherence needs to Generally Accepted Policies & Procedures, Tax Changes & Impacts, etc.,.
* User Group Meetings, where we walk through on New Version release highlights
* Bi-Yearly Surveys, where it helps us to continuously improve our service levels
Limited Hours Contract:
Offered in blocks of 200 Hours, this type of support contract includes all those services covered under Annual Fixed Price contract and on top of that, it covers:
* Changes to incorporate under Change Management
* New Requirements that lead to Development / Customization
* Additional Training needs
This is strongly suggested when the Customer hand-hold has gone well & the delivered product is well tested by user(s). Hence the needs on vendor support is opted less and necessitated more on changes, additional needs, etc.,.
Tailored Contract:
We do not bind a customer with just two choices, but go to the extent of making a “Tailored Contract” with the customer. This type of contract is initiated when we find a need to customize a contract with customer, based on the uniqueness in terms of requirements, development, customer size & preferences, etc.,.