Working with ITShastra allows you to pass on your troubles to us, enabling you to focus on your strategic initiatives to keep you a step ahead of competition. We combine essential technology skills, business understanding and process discipline to take an integrated program-management approach to maintenance and support. Based on your unique application environment and expectations, we recommend a suitable delivery organization and interaction process, with periodic reviews and escalation procedures. Our services portfolio in application maintenance and support includes:

Enhancements

Enhancement services primarily involve modifications of existing applications, based on incremental needs and in line with new business requirements. As applications grow in usage, enterprises encounter multiple requests for marginal changes. These requests may be related to usability, the need for micro-features, additions and enhancements, etc.

Transition and execution

This is the Level 1 application maintenance support, where we provide real-time support to production systems. Problem reports are passed on to the Production Support Team through the help-desk (independent service) and our teams analyze the problem and identify its resolution. This support can be executed on site or remotely depending on connectivity and sensitivity of the production system.

Level 2 and 3 Support services

In Level 2 service, our Production Support Group initially makes the first level analysis of the problem and will then report the defect to the software maintenance team (SMT), which normally operates entirely from the ITShastra's offshore center. The criticality of the problem to the organization function is decided: Immediate fixes (L2) need to be provided in short timeframes, whereas fixing other problems can be done as part of a planned service pack release on the application (L3). We work on mutually agreed upon service levels with you.