Application Support and Maintenance

The key focus of Application support will be

  • To recover the normal service as quickly as possible
  • Upgrade Support
  • Minimize any impact on the business
  • Reduce Support Costs
  • Development of Change Requests and Enhancements
  • Performance tuning to improve the concurrency and performance issues
  • L1,L2, L3 Support with Service Level Agreements
  • Need based Scale up and Scale down of resources
  • Root cause Analysis and Documentation
  • Service Requests Documentation
  • Follow ITIL standards: Incident Management, Problem Management, Change Management, Continuous Improvements
Mail, Phone, Ticketing system Each issue will be created as a ticket in the internal ticketing system, classified as Critical, high, medium or low and prioritised for fixes

Below is the way the issues are classified to follow the escalation mechanism

application support escalation

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