Off-Site Support Model

    This is designed for customers who have first level support and would like to optimize the operating costs of their Business Applications (i.e. Oracle ERP and CC&B etc.) and related infrastructure.

    Customers can choose from the following off-site packages:

    • Standard Support Package
    • Premium Support Package
    • Enterprise Support Package

    All of the above packages are modeled in such a way that they can be customized based on client’s specific needs.

    Key Benefits
    • It makes clients avoid hiring of divergent specialized skill sets.
    • It insulates clients from resource management difficulties.
    • It ensures service continuity.
    • It provides clients a choice of a wide range of resource pool capabilities at minimum cost.
    • It offers an ITIL based process oriented support services.
    • It utilizes a KPI based SLA services for response and resolution time.
    • It offers clients a choice of specific packages based on their needs.
    Standard Support Package
    Key Services

    • Calls can be of the following categories

      • Problem identification
      • Clarifications related to the day-to-day business operations
      • Gap in understanding the business process
      • How to do it
    • Minor Corrections in existing reports
    • Bug fixing, column addition, corrections in labels, totals etc.
    • Monthly health check on server and database through VPN
    • E-mail support during customer office hours
    • Telephone support during customer office hours (only for critical queries)
    Premium Support Package
    Key Services

    • Calls can be of the following categories

      • Problem identification
      • Clarifications related to the day-to-day business operations
      • Gap in understanding the business process
      • How to do it
    • Minor Corrections in existing reports
    • Bug fixing, column addition, corrections in labels, totals etc.
    • Minor Patch Applications for bugs, Any Patch Sets those requires series of patches as pre-requisites are not part of this offering
    • Monthly health check on server and database through VPN
    • E-mail support during customer office hours
    • Telephone support during customer office hours
    • 24x7 telephone support for critical issues and emergencies
    • 2-day user training for up to five people per quarter
    • 2 -day site visit per month (customer needs to choose skill-set and inform GTS Support by providing one week notice).
    Enterprise Support Package
    Key Services

    • Calls can be of the following categories

      • Problem identification
      • Clarifications related to the day-to-day business operations
      • Gap in understanding the business process
      • How to do it
    • Minor Corrections in existing reports

      • Bug fixing, column addition, corrections in labels, totals etc. (maximum of 36 report corrections annually)
    • Minor patch applications for bugs. Any patch sets that requires a series of patches as pre-requisites are not part of this offering
    • Twice a week health check on server and database through VPN
    • E-mail support during customer office hours
    • Telephone support during customer office hours
    • 24x7 telephone support for critical issues and emergencies
    • 5-day user training per quarter for up to 10 people. Customer needs to plan this
    • 1 Man Month of effort for enhancements (New Report Development, enabling new functionalities in application that can be handled within this timeframe)
    • 4 days site visits per month as per support needs

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