Application Support Services

Considering that systems exist in complex, heterogeneous environments, supporting customers of enterprise class technology providers is a challenging task. It requires a high level of technical competence and often involves multiple interactions, supported by a structured problem-solving approach.

To address intricate problems arising from these complex ecosystems, Technizan offers its Application Support Services through a multi-tiered ITSM-based support model. These services provide end-to-end support for all business critical applications, ensuring uninterrupted service. Technizan Application Support Services focus on the following key objectives:

  • Increasing the efficiency of the support operation
  • Reducing the cost of application support
  • Increasing IT responsiveness to business needs

Key features of Technizan Application Support Services are:

  • Ongoing application support at Level-2 and Level-1 as needed
  • Incident management
  • Problem management
  • Escalation management
  • Multi-channel request (Phone, Email, Web forms) management
  • Coverage choice: 24x7, 16x5, 8x5
  • Application Support metrics and reports
  • Service Level Agreements: Response Time, Resolution Time
  • Long-term (1-3 years) duration
  • Fixed monthly fees based on number of assets or issue-load
  • Risk-reward model for SLAs
  • Issue Resolution Knowledgebase