Here are the benefits of product support.
- It helps increase sales, ensuring customers to try out your products/services.
- It promotes customer loyalty, allowing them to be a source of recommending your business to friends and family.
- It helps enhance the public image and build a brand and provides the utmost protection.
- It results in more satisfied customers that help create a positive working environment.
Product Support
TekMindz has a well-defined production support management processes which allow 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 (SLA) which may be mutually decided by DMI and its client. Operation Level Agreements (OLA) are defined between the teams to achieve the SLA.
Activities covered are:
- Request / problem management
- Management of incidents
- Processing of incidents
- Work around
- Resolution
- Deployment of patches
- Root cause analysis
TekMindz is capable of providing the following production support services for the business-critical applications with stringent SLAs for response, work around and resolution of issues. Our unique value proposition lies in our ability to provide the following services for the agreement period:
- Provide L2 Support for addressing the queries raised by L1 Support i.e. Help Desk System.
- Provide L3 Support for fixing any product defects identified in the development done by TekMindz.
- Any additional development and changes requirement will be handled through Project Change Request.
- All escalations are monitored by the project manager who acts proactively to ensure timely resolution of a problem / issue. The project manager and the customer’s project coordinator will review the log-report on a bi-monthly basis. The review would be focused on finding long-term solutions to recurring problems, and to minimize their recurrence. Call and issue escalation status is discussed at monthly status meetings.
Scope of L1,L2 & L3 Support
Every problem reported by customer regarding support will be entered into the ticketing system and a token number will be generated by the system, OR, Incidents can be reported in the form of emails explaining the scenarios that have issue, TekMindz team member will issue a token for the same. Problem tracking starts from hereon. Once resolved; the status of that token gets updated by the support team member and an email is sent to the requester.
L1 Support
- The L1 support will be provided using Help Desk System of Client/ TekMindz
- The L1 Team will address the calls directly from clients
- The L1 team will address the calls that are related to the usage of the application. In case it is required to analyze the system from back end, the L1 team will forward the request to the L2 support team.
L2 Support
- The L2 support will be provided by deploying a technical support engineer
- The L2 support engineer will analyze the issue by checking the environment health, executing any database queries, and any configuration parameters
- In case the issue is identified as a defect and requires source code changes, the same will be logged into the call registered and assigned to the L3 support team
L3 Support
- The L3 Team will do the root cause analysis and identify the fix/code change to be made.
- After fixing the defect, the testing team will test the application and release it for UAT or release it to the production support team of the customer to deploy it on production.