IT People provides managed application maintenance and support at varying levels to meet your exact needs. We manage applications built using a wide variety of technologies. Our services include pro-active monitoring, root-cause analysis, preventative maintenance, service continuity and continuous improvement in the stability and availability of applications.
We apply a strong service delivery methodology that is based on known error databases (KEDBs), cookbooks and standard operating procedures. We meet or exceed Service Level Agreements (SLAs) and Business Level Agreements (BLAs).
Business Benefits
- Improve application stability
- Migrate and evolve applications more easily
- Better allocate internal resources toward business critical needs
- Increase customer satisfaction
Our Services
Support: Level 1
- Help desk support
- Logging tickets with the right severity level and managing ticket lifecycle
- Incident response
- Incident resolution
Support: Level 2
- Production support for applications
- Break-fix support and deployment
- Ensure 100% compliance to SLAs for incident response and incident resolution
- Guaranteed incident resolution for all production issues
- Update tickets and escalate to next level as required
Support: Level 3
- Bug analysis, fixes and deployment support
- Minor enhancements and deployment support
- Preventative maintenance, fixes and deployment support
- Provide full support to Level 2 team for all-hands-on-deck production issues
- Update tickets and escalate to next level as required
Maintenance: Level 4
- Major enhancements and deployment support
- System stability improvement through root cause analysis (RCA), fixes and deployment support
- Provide full support to Level 2 team for all-hands-on-deck production issues
- Update tickets
