| Support |
| ARC support services team is on-hand at all times to support and maintain ARC product suite after deployment at your site. |
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| Our support services include bug fixes‚ patches‚ updates and support to configure ARC components. Our Service Level Agreement (SLA) driven support model comprises the following levels: |
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| Level 1 Call support |
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Dedicated telephone‚ fax and email support (either 24x7‚ or as per requirement) |
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Application and database monitoring |
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Processes and procedures to support users |
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Usage of help desk tool to support help desk operations |
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Escalation mechanisms |
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Routing of out-of-scope support issues to vendors and other teams on hand |
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Multilingual support – we are on hand to provide support in languages as per your requirement |
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| Level 2 Technical support |
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Problem analysis and resolution for problem calls received |
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Defect fixes |
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Workarounds‚ alternatives |
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Patches to the applications and interfaces |
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Cosmetic changes and presentation of user interface |
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Minor code updates and enhancements |
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| Level 3 Technical support (new development and enhancements) |
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Change requests‚ requests for new features or functionality |
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New modified and ad hoc reports |
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Replacing old‚ or creating new‚ applications |
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Implementing new third-party application software |
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Software migration to newer versions |
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Creating new application interfaces |
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| All ongoing support activities adopt a metrics driven approach to track both application behaviour and of the support services performance. Talk to us for more information. |
