One of SYSTIME’s main offerings to customers is its Application Support. Services. The objective is to offer optimal productivity gains enabling customers to focus on their core business requirements while having continuous access to specialized technical resources to support their IT infrastructure.

Our model comprises proven domain expertise and quality processes in the areas of application support and maintenance.

SYSTIME maintains a pool of highly qualified consultants across a wide spectrum of technologies to deliver services, which has matured over the years resulting in successful provision of support to clients, both global and local.

Application Support Offerings

• Application Maintenance
• Bug Fixing
• Change request Support
• Enhancement Support
• Application Porting
• Technology Migration.

Application Support Levels

Level 1

Calls from customers are logged by the front end support staff into the CRM system capturing all the required information. This level basically tries achieving FTRs (First Time Resolutions). If the problem cannot be resolved at this level, a ticket number is assigned and it is forwarded to level 2

Level 2

The assigned individual (support representative) reviews the problem ticket and tries to identify the point of failure. The support representative tries to resolve the problem, failing which the problem is assigned to Level 3.

Level 3

A Tech Support Expert or a Subject Matter Expert reviews the problem and tries to identify and resolve the issue. This is the highest level of technical escalation in which the team reviews the findings and recommendations of Level 2. Based on this, all bugs are fixed, problems solved and after thorough testing, the status is intimated to the customer.

SYSTIME has a very high level of success conforming to SLA parameters and resolving any problems as reported by its customers.