Support
Slade Systems provides you with the Support and Maintenance, a task that is critical but non-core activity for many business enterprises. We understand your business needs and we offer you cost-effective support and maintenance services. We provide quick response and turnaround time to all issues.
Support and Maintenance is a “critical” but non-core activity for many business enterprises. Organizations usually have many applications and software products in use; consequently, outsourcing the support and maintenance activities provides significant value and cost benefits to these enterprises. Additionaly, product development companies gain a competitive advantage by outsourcing support and maintenance and focusing more on release of new products and versions.
Slade Systems understands your business needs and therefore offers you cost effective support and maintenance services. We have the right combination of a strong management team, technical know-how, state-of-the-art infrastructure, mature processes, commitment, dedication, and desire for quality standards. Our support and maintenance services includes
- Legacy application support and maintenance
- Software product support and maintenance
- Remote network security management
- Remote database administration
Our onshore-offshore model allows us to offer 24/7 support and maintenance. We offer support via phone, e-mail, IM chati, and if needed, through web meetings (via web-ex or web-spoke). In our typical onshore-offshore model, the onshore team is responsible for onsite troubleshooting, addressing user inquiries, and resolving minor problems; whereas, the offshore team is responsible for handling major issues, product enhancement, report writing, and bug fixing. However, the exact roles and responsibilities of both the onshore and offshore team are decided during discussions with the client.
Our time to resolve and time to respond depends on the severity level of Problem Request (PR). We define three levels:
- Severity Level 1: System is down or is malfunctioning, and this has severe impact on business. Time to respond is one hour and we try our level best to resolve the problem within one business day.
- Severity Level 2: Malfunctioning that has impact on business, but a workaround is available. Time to respond is from 4-24 hours. Time to resolve will depend on the complexity of the problem.
- Severity Level 3: Malfunctioning that does not have any significant impact on business. Time to respond is 24 hours. Time to resolve will depend on complexity of the problem.