Current software development departments in companies find that they have to devote a significant portion of their budgets and staff to day-to-day maintenance of earlier software versions. It is an efficient and cost effective way to turn to EightHills for your application maintenance/support needs. Our maintenance/support work for your software will be seamlessly integrated into your business workflow by the robust technical support.
EightHills' maintenance/support services not only offer unmatched cost reduction, but also a flexible integrated approach to a variety of maintenance/support challenges, which is provided in the way of combining essential technical skills, business understanding and process acquaintance.
Before commencing maintenance/support, a general maintenance plan is defined.
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In this stage, the required infrastructure (e.g. hardware environment, required software installation, and the maintenance support team) are set up in parallel with the following knowledge transition step after getting an initial overall understanding of the system.
It is fundamental for us to understand the business processes, the size and complexity of the application by studying the project details provide by the customer through coordinated communication using conference calls, e-mail, in-person to get a detailed understanding of the customer's requirement.
To ensure that we meet the customer's requirements, we take the time and patience to analyze the Service Level Agreement (SLA) in detail to ensure that all mechanisms are in place to meet the SLA. We can also work in conjunction with the customer to define a SLA depending on the customer's business needs in case a pre-defined SLA is not available.
Maintenance and Support Activities
This is a long term relationship in providing the maintenance and support activities in which the maintenance and support team is ingrained with the details of the SLA to ensure a successful project. We give quick fixes or upgrade the system with additional/new requirements.
The quick fixes process is:
- Receive the defect report
- Analyze the defect report
- Determine if a quick solution is possible
- Apply the fix
- Record the fix measures and bugs status in web-based bug-tracking system through which the client knows real-time maintenance conditions.
The enhancement requests of maintenance/support may originate from client or from defect reports. The analysis of a reported problem may lead to new requirements which will be prioritized in discussing with client. Once a request is approved, it runs through analysis, system design, coding, unit testing, integration testing.
The developers monitor the implemented changes in next few days to make sure that the application is running fine.
Ensuring a stable system in the long run, we deliver the project to the customer and close the bug in the defect tracking system.