Support

Issue Handling and Problem Correction

• User issues result from application misconfiguration or system misunderstanding and are resolved through user training.
• All issues are channeled to QA/Testing, posted on JIRA
• Changes are new requirements or feature modifications. Handled via Change Request: estimate, quote, customer approval, schedule, and work commencement.
• Reinstallations due to hardware issues or upgrades are extra services. Estimated, quoted, customer approval, schedule, and work commencement
• Bugs are code errors; categorized as Critical or Non-Critical by test engineer. Assigned to technical support with SLA timeline. Impact analysis identifies solution areas. Technical support engineer conducts unit testing; QA team tests fixed and potentially impacted areas with Test Case document guidance.

Prioritization Approach

Service requests for problems received by the help desk will be given a Severity Code from 1 – 4 based on how important responding to the problem is to the primary business of ADL as a whole, as well as the availability of workarounds. The Severity Code will be the basis for scheduling work on the backlog and assigning resources to the request. Critical, important, and supportive application functions are defined in the section below on Application Function Type

Response and Resolution Times

Severity codes are used to determine appropriate response and resolution times. Response and resolution times are measured from when the incident is opened by the help desk. If the problem is not resolved within the defined timeframe, continuous effort will be applied until the problem is resolved.

• The initial response is when a ticket is opened and acknowledged by help desk staff.
• Estimation - Response is when the user who logged the ticket is informed of an estimated resolution time.
• Subsequent Responses is the frequency with which the user that logged the ticket is updated on the resolution status.
• Resolution is the point at which the problem is resolved and the application function is returned to a usable and available state.

Note: The time of resolution (hours) mentioned above are only indicative. They will vary from customer to customer based on the actual individual SLA.

Response and Resolution Service Levels

• End user satisfaction is the rating provided by end users after the problem they logged in is resolved.
• Problem backlog is the maximum number of unresolved problems.
• Problem aging tracks unresolved problems that are older than 60 days.

Escalation Matrix

Customer Communication:

Via Email and Desk Number. Mobile number of representative provided for urgent Communication.

Problem backlogInternal Communication:

Issues / Queries are recorded by the Help Desk and every Role in the hierarchy monitors the activities with timeline and details.

Application Enhancement

Application enhancement projects involve functional enhancements made to a properly working application to accommodate new or changed user requirements. Examples include increasing an application’s performance, enhancing a user interface, or optimizing code. Application enhancements can be requested by the customer or proposed by AGARAM TECHNOLOGIES. The Customer will prioritize the order in which enhancements are performed.

Process and Application Improvement

The service provider will help the customer to improve its applications and application maintenance processes over time, in line with the customer's business goals and strategy. As the service provider gains increased application and business knowledge, it is expected that AGARAM TECHNOLOGIES will help the customer to plan the better use of applications to meet business goals.
There are no SLAs associated with Process and Application Improvement.