Application Support & Maintenance Services
3Core's primary focus remains on seamless transition of taking over service delivery responsibility from either the Client or an incumbent vendor. Our approach starts with Maintenance planning, which includes: determining the maintenance effort, determining the current maintenance process, quantifying the maintenance effort, projecting maintenance requirements, and developing a maintenance plan. Services include
- Process requests and support pack implementation
- Assist daily processing issues as they arise.
- Implement new Functionality
- Implement new business Process Initiatives
- Production support
- Provide configuration documentation; test scripts and testing documentation;
- Facilitate user training; and technical knowledge transfer
Prioritizing Tickets
Handling Production Request
At 3Core, all the production tickets are handled through Jira Help Desk (ITIL Compliant)
Ticketing System: Jira Service Helpdesk
- A cloud based application with Global, Project, Issue Level, Comment, Work-log permissions (5 types of security)
- Report issues and view progress on existing ones
- Automatic email notifications in case of status changes
- Automatic support team determination and incident dispatching
Different ways to create a ticket
- User can create a request by logging into the JIRA portal. 3Core will provide the access to the users
- User can email the request into JIRA system
- User can call 3Core's Help Desk, who will create the request on behalf of LES user in JIRA system
Ticket Handling Process
- Level 1 customer team identifies the ticket and analyses the issue
- If it's a new incident then it will be assigned to the respective technical personnel available on call. Otherwise, the customer representative informs the client about the status.
- If it is a high priority incident then the technical personnel notifies concern client Manager, who verifies SLA and informs the deadline to resolve the issue. Otherwise next steps are followed.
- Technical Personnel performs initial diagnosis and checks for any information in knowledge base.
- If information is available then he/she focuses on issue resolution otherwise investigates and diagnoses the issue and then resolves the issue
- If client is satisfied with the issue resolution then the ticket is closed otherwise further investigation and diagnosis is performed to resolve the issue.
Escalation Process
Priority
Time Limit before Escalation
3 - Low
3 business days (TBD/SLA)
Manager
2 - Medium
8 hours (TBD/SLA)
Manager
2 - Medium
24 hours (TBD/SLA)
Senior Mgt.
1 - High
Immediate
Manager
1 - High
Immediate if Manager Cannot be reached
Senior Mgt.
Handling Change Request
- Log proposed change in JIRA system
- Evaluate change request, develop proposal and submit it to the client for evaluation and approval
- Initiate proposed change and build functional and technical specifications, implement changes and test the proposed changes
- Check readiness in DEV system and deploy to QA System. Utilize methods to test the integration and perform UAT
- If changes are ready in QA environment, deploy in PROD
- Updates status in change management and close the ticket