Our Product Support offering is designed to provide operational support to the software artifacts produced for our customers as part of our Delivery Engagement.
The includes receiving incidents and requests from end-users that could not be addressed or resolved by our customer’s first and second line support teams.
As part of our offering we analyze these and either respond to the customer with a resolution for the end user or we escalate the incident or request to other teams that can assist in resolving the incident or addressing the request as follows:
- Signed Off Projects: There is no current Delivery Engagement in progress, the project is complete and has entered a support and maintenance cycle. Support requests and fixes are handled by a dedicated support team.
- In Progress Projects: There is an active Delivery Engagement in progress and there is a production version available to end users, but development of new features continues. Support requests are handled by a dedicated support team. Development fixes are carried out by the active Delivery Engagement team.
What is our Success Criteria? Working software in Production!
Incidents are categorized and managed according to the following typical SLAs:
| Priority | Description | Response Time |
| Critical | Critical loss of business functionality or a complete loss of service has occurred. | 0-8 hours |
| Major | Major impact to business functionality and there is not an interim workaround available. | Within 24 Hours |
| Minor | Minor impact to business functionality and there is an interim workaround available. | Within 24 Hours |
| Trivial | No business impacts. Known or pre-existing issue or non-priority from the stakeholders. | Within 5 working Days |
Our Product Support Engagements are usually priced according to the cost of the software build being supported in the Production Environment.
Duration: 12+ Month Service Level Agreements
Team: 1-3 People