Sapple Systems also has its own support model to ensure that the client’s objectives are always met. Few of them are enlisted below –
Knowledge Management & Knowledge Transfer
Knowledge Management plays a very important role in transferring knowledge from the client's team to our Analysis team. During this phase our analysts discuss and ratify the business process. Various tools are used extensively for bottom-up-analysis. This results into application knowledge which is further organized in order to upload it into a Knowledge Management tool. Various other tools like Defect Tracking System, Time Tracking System are also used after customizing them as per client's need.
Knowledge Transfer hence involves a host of critical activities viz.
- Understanding of the domain, application and environment it operates.
- Process Definition and Custom Tailoring – It involves defining and tailoring processes and procedures that will be used to ensure all Service Level Agreements (SLAs) are met.
- Transition – It involves seamless transfer of knowledge from the client team to our maintenance team
Support and Maintenance Model
The support and maintenance activity is provided as per agreed Service Level Agreements (SLAs).
Support and Maintenance services include bug fixing, diagnosing and correcting errors, analyzing and assessing impact of new version releases, suggesting improvements, and maintaining technical and user documentation, monitoring applications for data integrity and performance and a 20x7 Client Support Helpdesk.
