Seamlessly working in tandem with our clients and our offshore partners' state-of-the-art development centres in India and Eastern Europe, eCODE is able to offer its customers a range of software maintenance and support services to suit most requirements:
Dedicated on-shore Help Desk number with local or remote diagnostic capabilities under local eCODE management control
User 'hand-holding' to overcome communication, interface and usage difficulties
First and Second-Level production support requests, including full diagnostic problem resolution
Temporary work-arounds and shared repository bug-fixing
Secure, offsite server backup facilities
Product enhancement and customisation requests with business-domain-specific knowledge and fully integrated version control / configuration management
A choice of offshore maintenance locations, which includes optional telephone support in most of the major Western European languages.
The Application Maintenance Life Cycle undertaken by eCODE normally evolves in 4 stages:
Onsite Assessment & Planning
Initial Orientation & Project Planning
Detailed Product Study
Prepare Transition & Knowledge transfer Plans
- Agree Service Levels with Business Systems Owners
Knowledge Transfer & Transition Phase
Knowledge transfer including Application & Code drill-down
- Transition Plan implementation
Offsite, Onshore Product Support & Maintenance
- Full offsite cover from a choice of pre-agreed onshore locations
Seamless Transfer to Offshore Support & Maintenance
Phased transition into full offshore support
- Ongoing product maintenance.
Our structured methodology for taking up application support relies on careful planning to ensure all the required knowledge is in place before the hand-over to the support team is completed.
By following a carefully constructed phased hand-over, progression from one phase to the next is dependent on support milestones being achieved and technical targets reached. This enables us to ensure that the take-up of support offshore is seamless and problem free.