To recover the normal service as quickly as possible
Upgrade Support
Minimize any impact on the business
Reduce Support Costs
Development of Change Requests and Enhancements
Performance tuning to improve the concurrency and performance issues
L1,L2, L3 Support with Service Level Agreements
Need based Scale up and Scale down of resources
Root cause Analysis and Documentation
Service Requests Documentation
Follow ITIL standards: Incident Management, Problem Management, Change Management, Continuous ImprovementsSupport team can be contacted through the following channels Mail,Phone,Ticketing system Each issue will be created as a ticket in the internal ticketing system, classified as Critical, high, medium or low and prioritised for fixes
Below is the way the issues are classified to follow the escalation mechanism
