Software AMC

Our software AMC take application maintenance services relate to bug fixes, minor adoptive and perfective enhancements on a regular basis.  Depending on the complexity these may be attended  by the engineers immediately or escalated to next level. All these problems are logged.

For all the problems that are reported, an analysis is done to determine the root cause of the problem.  Once the root cause of the problem has been identified, a software change request is raised and resolved as regulation of the customer.

We summarize the period to resolve a problem under these Priority levels:

1. Level P1: Unavailability of Core application, inexistence of procedural work and Interruption by performance issues over critical work.
2. Level P2: Issues non critical over business works, bug fixes for application unavailability, addition of new features.
3. Level P3: System enhancement support,basic maintenance.

Our Supportive measures:

Level:

P1 Critical Priority

Response Time:

2-3 Hours

Expected Turn- around time:

End of one business day

Activities to be Performed:

• Addressing (Correction of data Providing a Report based on Ad hoc Queries)
• Evaluation
• Debugging
• Reporting followed by P3 maintenance

Remarks:

Generally low number of occurrences. Resolution requires in-depth knowledge of the application. Extensive end-user interaction may be involved

Level:

P2 High Priority

Response Time:

Same or next day of reporting

Expected Turn- around time:

Less than Three Days

Activities to be Performed:

• Addition of Minor New Features
• Testing & User Acceptance
• Troubleshooting
• Bug fixing
• Reporting followed by P3 maintenance

Remarks:

A team with programmers and experienced analysts work together to resolve the issue.

A report will be generated on a monthly basis, providing the problems reported status of the problem resolution and the time taken to resolve the problem.

The Maintenance manager shall be responsible for integration and maintenance of the application at the final deployment platform. He/She will also be responsible for submitting the monthly report on the maintenance activities carried out.