Leanquality Solutions offers comprehensive application support management services tailored to business needs. Our support encompasses various models, including dedicated support, shared support, shared services, or dedicated service offerings. We specialize in the ongoing maintenance and support of the Microsoft Dynamics suite, covering AX, CRM, and NAV.
Within our Application Management Services (AMS), we provide:
– Product Enhancements: Incorporating new functionality, whether it’s a new module, report, or other features.
– Production Support and Application Maintenance: Addressing corrective maintenance, bug fixes, and offering production support. We also coordinate with the L1 team as necessary.
LQSIPL offers warranty/hyper care support and steady-state support once the application has achieved stability. During the warranty/hyper care phase, we provide all support levels – L1, L2, L3, and L4. In the steady-state support, we provide L2, L3, and L4 support.
Here’s a brief description of different support options:
– L1: This represents the initial level of maintenance facilitated by the user help desk.
The L1 support team assists in issue screening and assigns problems to the appropriate party or owner.
L2 support addresses tickets that can be resolved through basic configuration in the application or by suggesting workarounds. On the other hand,
L3 support handles tickets that necessitate code changes. Lastly,
L4 support manages tickets related to the product, which may require assistance from the product vendor, involving actions such as raising support tickets, implementing Hotfixes, or releasing patches.
Engage in supporting lower-priority issues while comprehending the resolution of higher-priority ones. Execute all support activities, encompassing both higher and lower priority concerns. Develop enhancements identified in specific areas, such as requirement specification, technical design, and testing. Facilitate the transition process in areas where the transition is incomplete. Provide production support at levels 3 and 4, and handle minor enhancements involving the addition of minor functionality. Conduct preventive maintenance, including root-cause analysis for recurring issues, and perfective maintenance, which includes bug fixes and performance tuning.
Delivery of status and issue-resolution reports, along with the resolution of lower-priority issues. Timely resolution of all issues, accompanied by comprehensive status updates and issue resolution reports. Successful delivery of enhancements. Continuous resolution of problem tickets for production support. Regular reporting and metrics, covering productivity, quality, and analysis. Adherence to SLAs is an integral part of our key deliverables.
LQSIPL‘s support methodology leverages the extensive knowledge base accumulated over time, encompassing a variety of legacy, package-based, and custom-built systems for clients globally. Enhanced by a world-class infrastructure, this approach enables Infosys to provide offshore maintenance services for client software. This proves to be a cost-effective solution for clients, eliminating the overheads associated with having on-site maintenance personnel and effectively leveraging time zone differences. The support models can be categorized into two types:
In the Dedicated Support Model, LQSIPL assigns a dedicated team to deliver support consistently throughout the contract period, catering to L2, L3, or L4 support requirements. The team’s location can be on-site, offshore, or a combination based on the specific needs. The model incorporates performance parameters, such as SLA and SLA performance, defining the pricing structure. Infosys takes charge of scheduling, resourcing, and overall management of the dedicated support team.
In the Shared Support Model, clients purchase a specific unit of work (UoW) on a ticket-based system, predominantly for L2/L3/L4 support. The support team is primarily offshore-based but can be deployed on-site as needed. Also LQSIPL’s support team serves multiple clients, ensuring adherence to all support performance parameters. Throughout the contract period, quarterly reviews provide the customer with flexibility to reassess and adjust the UoW purchased based on evolving trends. LQSIPL takes charge of scheduling, management, and resourcing for the support team.
Given our comprehension of the client’s potential IT needs, we have suggested the following support alternatives:
Highest cost associated with an exclusively dedicated onsite team possessing expertise across all areas. Requires minimal coordination effort but does not capitalize on the advantages of differing time zones.
Elevated costs result from a significant onsite presence with offshore teams specializing in various modules. The offshore team is exclusively engaged in research and development or change request development. This model facilitates quicker issue resolution with reduced reliance on offshore resources.
Cost optimization is achieved through a well-balanced team structure. A compact onsite team is designated for minimal business engagement, ensuring swift response times for straightforward L2 and L3 tickets. The model capitalizes on the advantage of different time zones for issue resolution. The onsite team can directly address simple workarounds or queries.
Cost-effective solution with a lower financial burden. Demands increased coordination efforts from the client. Response times may be delayed due to varying time zones, making it more suitable for addressing L3 and L4 tickets.