iXDev provides a quality Cloud Business Applications Support Service and SLA to its clients, who have the critical business operation with faster response rate and availability.

iXDev team will deploy a sustainable cloud business application support model (ERP and CRM) with these following objectives:

  • Enable end-users / IT Team to be hands-off on routine operational issues.
  • Focusing on user satisfaction by proactively surveying users at set intervals to understand their issues and take necessary actions.
  • Process streamlining and standardization based on the ITIL framework.
  • Service Level Agreement (SLA) driven metric.
  • A formal process for governance, change management and communications under PMO (Project Management Officer).

Support Service Levels

iXDev consultant may provide Level 1, Level 2 and Level 3 of iXDev Cloud Business Application (iXERP – iXCRM). Each level will consist of team/individuals with a defined skill level to handle tickets or issues of different complexities. 

Cloud Business Applications Support – Level 1

Help Desk Support: included with any subscription

  • Response time 48 Hours
  • Respond to all tickets sent to support email.
  • First-line of support from experienced support techno-functional analyst.
  • Special extended hours of coverage across 3 timezones.
  • Perform common problem resolution based on a knowledge management tool.
  • Works with Level 2 application production analyst or escalate issues to level 3 support.
  • 40% of issues resolved at this level.

Cloud Business Applications Support – Level 2

Faster response time

  • Work together with the first-line of support and escalate issues to level 3 support.
  • Dedicated full capacity application consultants for customers.
  • Can be the same team involved in upgrade and implementation.
  • Perform application management, application monitoring, corrective maintenance, application administration, production environment, compliance and integration support.
  • Participate in testing for system problem fix, problem tracking, upgrades or new functionality.
  • Participate with the governance board to evaluate change requests for existing functionality or requests for new functionality.
  • Provide training for new functionality being implemented.
  • Raise service request and monitor them with Level 3 and Development team.
  • Create specifications for development requests.
  • 70% of issues resolved at this level.

Cloud Business Applications Support – Level 3

Dedicated Full Capacity Support

  • Handles request forwarded by Level 1 & Level 2.
  • Level 3 is majorly involved in performance tuning, bug fixing, field test & user acceptance, release management, implementation management, and approved enhancements.
  • Focus on change management involving coordination and implementation of the change of the problem management.
  • Involved in bug fixes, testing, rollout and feedback from iXDev Development team.
Categories: Services

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