Support and Maintenance
Our separate support organization has the procedures and the discipline to manage large systems. Our support team is by design work as a separate group from our development organization.
Work is managed using a format task management process. Work is categorized into the following structure. Clients have the flexibility to chose the support level based on their business needs. The support team works with the client to agree on a Service Level Agreement (SLA).
The SLA covers:
Service Quality Parameters
Support Services
Complaint Logging
Escalation Process and Response Time
Turnaround Time
Support Services
Security - Level 1 issues
System failure
Inability to close the end of day sale
Inability to run the system at the start of the day
Fail to reconcile
Printer issues
Bar code scanning issues
Hardware issues
Security - Level 2 issues
Data error
Report error
Form fill error
Training gap
Security - Level 3 issues
System setup issues
Configuration issues
User roles/rights management issues
Screen configuration
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