Keep your applications aligned with your business processes
Are you looking to transform your application maintenance and support processes so that you can lower costs while increasing efficiency, effectiveness, and agility of your core applications?
Marlabs application maintenance services provide you with the flexibility to achieve better business outcomes. You are able to adjust service and pricing levels to align performance with your total cost of ownership. Service levels are periodically monitored and redefined if required.
Key support activities include:
Enhancements and bug fixes.
Controlled releases, product upgrades, and application of product patches.
Development of new modules, sub-systems, or
entire sections of an application.
Application configuration.
Performance tuning.
The scope of application maintenance encompasses issues faced by end-users as well as issues that are identified by maintenance teams while monitoring the application. Total transparency during the communication process ensures that issues and risks are identified early on. Appropriate resolution steps and mitigation strategies are put in place well before issues become critical.
Support model
Activities are based on a tiered three-level support model:
Level 1 - Issues are handled and resolved by a dedicated helpdesk that works on the basis of a
“follow the sun” model to provide 24x7 support.
Level 2 - Includes a development team to address issues that are escalated from Level 1.
Level 3 – Support is provided by senior engineers on more complex and effort intensive issues.
The application support and problem resolution process at Marlabs covers:
Phone and email support.
Regular weekly teleconferences and reporting.
Periodic feedback and review mechanisms to provide visibility into performance.
Well defined and established escalation processes.
Account managers to interface between customer and delivery teams.
