IT Support & Maintenance

IT People provides managed application maintenance and support at varying levels to meet your exact needs. We manage applications built using a wide variety of technologies. Our services include pro-active monitoring, root-cause analysis, preventative maintenance, service continuity and continuous improvement in the stability and availability of applications.

We apply a strong service delivery methodology that is based on known error databases (KEDBs), cookbooks and standard operating procedures. We meet or exceed Service Level Agreements (SLAs) and Business Level Agreements (BLAs.

Business Benefits
Improve application stability
Migrate and evolve applications more easily
Better allocate internal resources toward business critical needs
Increase customer satisfaction

Our Services

* Support: Level 1
Help desk support
Logging tickets with the right severity level and managing ticket lifecycle
Incident response
Incident resolution

* Support: Level 2
Production support for applications
Break-fix support and deployment
Ensure 100% compliance to SLAs for incident response and incident resolution
Guaranteed incident resolution for all production issues
Update tickets and escalate to next level as required

* Support: Level 3
Bug analysis, fixes and deployment support
Minor enhancements and deployment support
Preventative maintenance, fixes and deployment support
Provide full support to Level 2 team for all-hands-on-deck production issues
Update tickets and escalate to next level as required

* Maintenance: Level 4
Major enhancements and deployment support
System stability improvement through root cause analysis (RCA), fixes and deployment support
Provide full support to Level 2 team for all-hands-on-deck production issues
Update tickets