Nirvana, as a software support specialist, excels in delivering round the clock SLA driven critical support services, with a stringent focus on quality and commitment to a globally spread out clientele encompassing a multitude of software business solutions.
Our three tier approach focuses on Corrective, Adaptive and Preventive Maintenance yielding a marked reduction in the Total Cost of Ownership (TCO) for software support & maintenance.
We have a team of experienced professionals who are proficient to take up any system, understand it completely and start its maintenance cycle within 90 days. Our process driven and SLA driven application maintenance services approach has helped us maintain a “Preferred Vendor Status” with Fortune 500 clients all across the globe.
Our skilled professionals understand the existing functionalities and challenges being encountered by the client and set up standardized support methods along with communication protocols to be observed. Here are some of the key support activities:
SLA Driven Process
We have a mature and well defined maintenance servicing process using our own homegrown helpdesk tool that manages the complete life cycle of issues and enhancement tickets. We have been providing our customers 24×7 critical support with a SLA compliance >98%.
Depending upon priority of issue which could be Critical, High, Medium or Low, our support and maintenance team sets up consistent norms pertaining to 1st response time, resolution time and deployment mechanism.
Our multi functional, web based helpdesk tool encompasses the entire ticketing cycle starting from setting priority, tracking SLAs, communications, maintaining documents like Change document, Impact Analysis, Client Approvals all in one place. A ready repository for Issue Analysis with a variety of reports for root cause analysis, this tool generates support matrices including SLA compliance, which we can proudly claim to be greater than 95% across clients.
Our comprehensive Helpdesk Ticketing tool helps customers to keep track of the tickets raised by them and their current status. The step by step activities are:
Our support team @ Nirvana is committed to offer the following key features, as a part of the support and maintenance contract:
- Strong and proven client support model from L1 to L3 support
- 24×7 SLA driven Issue Support and Management
- Code review and refactoring
- Application enhancement and migration
- Performance and Security enhancements