Production Support

Sreesoft has a well-defined and mature production support management process which allows effective capture, reporting, tracking and resolution of issues. This process supports a distributed delivery environment wherein work responsibilities can be effectively divided between the various organizations depending on the request/problem levels. Each of these activities will be governed by service level agreements (SLAs).

  • Request/problem management
  • Management of incidents
  • Processing of incidents
  • Work around
  • Resolution
  • Deployment of patches
  • Root cause analysis
  • Interaction
Support Level Role/Functionality
  • Level 1: Initial trouble shooting and diagnosis

  • Level 2: Technical support group and operations applications support team

  • Level 3: Specialist team and application development team

  • Level 4: Interaction and coordination with third party vendors

Support Service Management and L1/L2

This disciplined approach by successful organizations to the management of the support and delivery of SUPPORT services comprehensive of set of processes that enable the organization to manage the entire infrastructure from inception through production.

If viewed as a continuum, the IT Service Management processes documented in the IT Infrastructure Library go from the purely reactive nature of Incident Management, progressively becoming more proactive, and culminating with the highly proactive Service Level Management.

Support Service Management and L1/L2
  • Service Desk (function)
    Provides a single point of contact for the customer, and facilitates the rapid restoration of IT Services.

  • Incident Management
    Coordinates the rapid restoration of unexpected disruptions to the services.

  • Problem Management
    Finds the root cause of a problem or potential problem, and effects its permanent removal from the infrastructure.

  • Change Management
    Helps maximize the benefits to the business of making changes to the IT infrastructure, while minimizing the risks involved in making those changes.

  • Configuration Management
    Ensures that all of the Configuration Items in the infrastructure are authorized and under the control of a single set of processes.

  • Release Management
    Controls the release, distribution, implementation and maintenance of Configuration items.

Delivery Processes
  • Availability Management
    Optimizes the availability of the IT Infrastructure and ensures that the availability requirements of the business are met.

  • Capacity Management
    Optimizes the delivery of IT Services by matching the business demand for IT services to IT resources.

  • Service Continuity Management
    In support of Business Continuity Management, ensures that IT services are protected or can be restored as quickly as possible after a disaster.

  • Financial Management
    Understands and controls the costs associated with the delivery and support of the IT infrastructure, and if necessary, recovers those costs from the users.

  • Service Level Management
    In close cooperation with the business customer, ensures an agreement on, and monitoring of, the optimal level of IT service.

Production Support Service Time Matrix

We are capable of providing the following production support services to customers, for the business critical applications with stringent SLAs for response, work around & resolution of issues.

  • 24 hours X 7 Days a week
  • 16 hours X 5 Days a week
  • 08 hours X 5 Days a week
Our unique value proposition lies in our ability to:
  • Provide the help desk service
  • Use global delivery model for round the clock attention to the critical issues

  • Capture the knowledge gained in the issue resolution for effective usage

  • Use our alliances for getting the support from 3rd party vendors

  • Track the SLAs norms using web tools which are transparent even to our customers