Companies with substantial IT infrastructure
and considerable dependence on IT for daily
operations realize the importance of adequate
support services. However, support and maintenance
contracts are relatively long term commitments.
Therefore, a large number of organizations worldwide
are opting for offshore outsourcing of support
services to obtain quality services with significant
cost savings over an extended period of time.
Ukuvula Umhlaba can serve as the perfect long
term partner for meeting your application support
and maintenance requirements
Our plan covers:
• Product line supported (including platforms,
underlying s/w, versions etc.)
• Support metrics
• Communications and reporting
• H/W and S/W resources
• Staffing and effort
• Roles and responsibilities
Ukuvula Umhlaba can provide engineering support
(bug fixes) to the customers of existing product,
interacting with the support centers which provide
level 1 and 2 (helpdesk and field level) support.
The activities consist of :
- Maintain and update the source,
build environment, test suites,
- Own the bug tracking system and
acknowledge the bugs reported,
- Reproduce the bugs,
- Fix the bugs and provide the
patches/updates to the field support centers
in time in accordance with the support matrices
and assured support levels.
- Implement the release plan
- Provide 24*7 supports (if required).
A long term engagement with
this model guarantees you considerable reduction
in maintenance costs. After a year of engagement,
we can transition from a Time and Material relationship
to a Service Level Agreement, where our performance
and compensation is tied up with some of your
identified business parameters.
Entrusting us with Maintenance and Enhancement
service enables you to free your resources for
your critical activities. Time zone difference
often also means shorter latency experience