Maintenance and Suport

We believe that professional maintenance and support is the right way to reduce software system TCO and ensure useful improvement and optimization. This is not only about availability of single units and modules; it is also about making sure that the entire IT-infrastructure is cost-effective and runs smoothly and reliably. Systems Apps Controls (SAC) team offers the below services for maintenance and support of your IT – infrastructure.

• Software Maintenance
• IT Support
• Task and Bug Tracking

To provide our partners with all advantages of smoothly functioning software we offer multiple options for Maintenance & Support Services or outsourcing of the entire operations:

• Systems Apps Controls (SAC)’s provides full-cycle solution implementation
• Task/bug tracking systems deployment and customization
• Software maintenance and support
• Consulting and staff training
• Web application improvement
• Security audit
• IT support
• Migration

Effective Software Maintenance - Perfective and Corrective Maintenance

The services delivered by Systems Apps Controls (SAC) are designed to meet specific challenges that your software faces. Systems Apps Controls (SAC) can enhance re-engineer or customize your solution, tackling minor and major issues that trouble or hamper system performance and functionality.

Adaptive Maintenance

With changes in IT scenario, corporate software and hardware is complemented, interchanged or removed to stay in line with the changing business requirements and technology updates. Adaptive maintenance delivered by the Systems Apps Controls (SAC)’s team ensures that your software and hardware work stably and reliably in the new, altered environment.

Scheduled Maintenance

These services enable facilitated updates & releases management to ensure that your system or application stays in line with the latest technology and far ahead of competition.

If non-stop operation of your system is top critical to your business, Systems Apps Controls (SAC) can simultaneously process with its maintenance activities in background mode: while we are enhancing or fixing your solution the system remains available 24/7.

Professional Software Support - 2nd and 3rd level support

We offer 2nd and 3rd level support services to applications developed by Systems Apps Controls (SAC) earlier or by any third party to restore failed services and applications as quickly as possible. Systems Apps Controls (SAC)’s professional services spans wide and are not limited to

• Issue detection, diagnosis, analysis and solution delivery
• Workaround provision
• Hot fixes
• New releases and updates
• Service and feature packs delivery

Systems Apps Controls (SAC) is constantly focused on the latest technology research to improve the fail-safe characteristics of your software. We can re-install your application from the beginning, migrate it to a new environment or hosting provider. 4th level support including application enhancement

Systems Apps Controls (SAC) will professionally develop and implement the new application functionality, which may include transformation, migration, and extension of your current application or legacy system to keep it usable and relevant to actual customer’s needs.

3rd-party application support

Systems Apps Controls (SAC) carries out complete 3rd party application takeover which includes:

 

Handover	Remedy activities	Maintenance & Support
Safe knowledge transfer from the current IT team to Systems Apps Controls (SAC). Architecture and code audit. Related documentation audit. Functional and performance testing and results analysis.	Hot fixes. Performance tuning. Missed documentation replenishment. Improvement planning	Online helpdesk and support service. Scheduled and on-demand updates. Issue tracking and cause removal. Back-up and recovery.

How we work - Software back-up and data recovery

We strive to ensure that our solutions are absolutely dependable and that they offer not only maximum availability but also maximum back-up and data security. Our all-round support and maintenance services leverage your data security, backup and recovery, increasing up-time of your IT system.

Budget flexibility

Our maintenance and support outsourcing options comprise great flexibility: you pay only for the services you need and when you need them. As your maintenance needs change, Systems Apps Controls (SAC) offers a wealth of options to switch to.

Out of the box technology expertise

Our dedicated software maintenance team stays in line with the cutting-edge technological changes and advancement, which ensures maximum uptime of your application and its dynamic compliance with the industry’s standards.

Issue Reaction Time

Our reaction time depends on the severity level of a Support Case (SC). We define 4 severity levels to classify issue complexity:

Production System is down or is malfunctioning which has detrimental impact on business. No potential workaround exists.		Severity 1 (Critical)	Time of reaction is up to 1 business hours
Malfunctioning, which has a significant impact on business, but a workaround is available.		Severity 1 (High)	Time of reaction is up to 2 business hours
Malfunctioning, which has a insignificant impact on business.		Severity 1 (Normal)	Time of reaction is up to 8 business hours
No impact on functionality or quality of the product. This level is typically attributed to general questions, comments or recommendations for future product enhancements.		Severity 1 (Low)	Time of reaction is up to 16 business hours