Once in production any system can develop problems, therefore it is essential that processes be in place to deal with issues if they arise. Support and maintenance is a vital part of the service we offer all our clients.
Godeltech provide tailored support packages to suit the requirements of each client and their unique system.
In practical terms, we provide e-mail / telephone support and direct liaison with your original development team who have in depth knowledge of your system. For every package, we develop a Service Level Agreement (SLA), which ensures you get the optimum level of support for your business providing you with peace of mind.
For minor software modifications, customers simply enter their request into our proprietary Project Tracking System; designed specifically for the needs of our clients. Your dedicated team then complete your request in accordance with your SLA. Status reports are sent through to you at all times from a query being raised to final resolution
Depending on the scope of service level agreement, Godeltech provide the following support and maintenance services:
Software support, including support tickets tracking and processing
Corrective maintenance- root cause analysis, bug-fix isolation and resolution
Application monitoring- using in-house and third-party monitoring tools
Preventive maintenance
Adaptive maintenance- upgrades or conversions to an application due to a new version of an operating environment (including operating system, application server, or database software)
Perfective maintenance- enhancements to provide additional functionality to an application
On-call support management
Knowledge management—recording, storing, and retrieval of information to assist in the resolution of problems.
“When we started offering support for our clients, there were some concerns about the efficiency of remote support. Where we act as silent development partner for systems used by a client’s customer base, the level of support we offer was even more important. However, we have used the appropriate tools and systems to build a solid support infrastructure, which is so good client’s customers, don’t even realise that the customer care specialist they are talking to is perhaps 3 hours flight time away from their place of work. Amazing technology indeed!” Victor Borisevich, Godeltech Support Manager.