Application Support
As with products, IT departments and builders/managers of enterprise applications face many of the same support challenges in any one of the following areas:
Customer service applications
Internal applications Application infrastructure
Customer service applications are not much different than commercial software products, especially in industries like insurance, banking, and retail, as well as others. Applications should be adequately documented and a support environment must be in place, as live user support can be just as demanding.
The same can be said for just how demanding and costly supporting users of internal applications can be without the proper resources. An ad-hoc support environment and non-existent user, technical, or infrastructure documentation rapidly increases the cost of providing support, which are precisely the elements our Product Support Environment (PSE) puts in place:
User documentation
Knowledge base
Infrastructure documentation: servers, databases, middleware
e-Learning/e-Training
Issue resolution (ticketing, escalation processes, etc.)
SLA
In addition, our technical Help Desk nearshore is staffed with bilingual support engineers (or programmers) with knowledge of the specific technologies required (Web, Windows, Oracle, SAP, WebSphere, Hosting, Databases and others)
