Customer Support & Maintenance

IT organizations are under continuing pressure to produce more value while reducing operating costs. That’s a challenge when there is typically a high degree of fixed costs, in both intellectual and human capital, associated with maintaining and enhancing existing enterprise applications. And when that portfolio includes an Enterprise Resource Planning (ERP) package, other challenges – such as patch management, version issues and customization – immediately arise.

Other typical challenges include:

• Recruitment, development and retention of resources with suitable skills sets, including knowledge of a specific ERP package or module, or a specific industry
• Managing vendor maintenance patch and interim release schedule and process
• Ensuring that the internal portfolio management schedule remains consistent with the vendor’s upgrade schedule and version support timetable
• Keeping development-oriented resources interested in application maintenance

As a premier partner of the leading ERP software vendors, with a strong track record of providing outsourcing solutions, Ciberspring is uniquely qualified to provide application maintenance outsourcing.

Services include:

• Flexible and scalable service options
• Pricing and service offerings scale to meet client needs
• An Optimized Delivery Model that can leverage our Solution Center
• Onsite engagement/relationship manager
• Accelerated baseline and transition process

Our services follow industry-standard outsourcing tiers from which clients can choose which mix of services best meets their needs:

Tier 1
User support call center management
Application call management
Application job monitoring

Tier 2
Application performance monitoring
Production support 24×365
Break-fix
Application support guide
Electronic knowledge base, including extensive self-help FAQs
Job scheduling
Performance monitoring

Tier 3
Application performance tuning
Enhancements management
Change request management
Database tuning
Tool evaluation
Maintenance patch and update management
Release management
Source code maintenance

Each engagement is measured by Service Level Agreements established during the assessment phase, and may include:

• Mean time to ticket resolution
• Mean effort for service requests
• Post fix defects
• Internal review effectiveness
• Rework
• Idle time
• Resource stability/transition
• Productivity
• Other client/user satisfaction metrics