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:
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Dedicated on-shore Help Desk number with local or remote diagnostic capabilities under local eCODE management control
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User 'hand-holding' to overcome communication, interface and usage difficulties
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First and Second-Level production support requests, including full diagnostic problem resolution
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Temporary work-arounds and shared repository bug-fixing
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Secure, offsite server backup facilities
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Product enhancement and customisation requests with business-domain-specific knowledge and fully integrated version control / configuration management
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A choice of offshore maintenance locations, which includes optional telephone support in most of the major Western European languages.
Life Cycle
The Application Maintenance Life Cycle undertaken by eCODE normally evolves in 4 stages:
Stage I.
Onsite Assessment & Planning
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Initial Orientation & Project Planning
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Infrastructure Analysis
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Detailed Product Study
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Documentation Review
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Prepare Transition & Knowledge transfer Plans
- Agree Service Levels with Business Systems Owners
Stage II.
Knowledge Transfer & Transition Phase
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Knowledge transfer including Application & Code drill-down
- Transition Plan implementation
Stage III.
Offsite, Onshore Product Support & Maintenance
- Full offsite cover from a choice of pre-agreed onshore locations
Stage IV.
Seamless Transfer to Offshore Support & Maintenance
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Phased transition into full offshore support
- Ongoing product maintenance.
Methodology
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.
