Support Model

Support Model

Whatever The Situation
We Support Your Business

Tekonsys support for a different model such as dedicated support, shared support, shared services, or dedicated service offerings for ongoing applications. We provide all types of support levels i.e. L1, L2, L3 and L4 during the warranty/hyper care phase, and L2, L3, and L4 support during the steady state support. A brief description of different support options are given below:

L1: It is the initial level of maintenance provided by the help desk. They help to screen the issues and assign to the appropriate party/owner.

L2: It deals with support tickets that can be resolved by doing basic configuration in the application or suggesting workarounds.

L3: It deals with tickets requiring code changes.

L4: It deals with tickets related to the product, which might require help from the product vendor in terms of raising support tickets or Hotfix or a patch releases.

We are always supportive

Take a look at our various Phases of
Support Models

  • Primary Support
  • Secondary Support
  • Stead State Support
  • Dedicated Support
Key Activities
All support activities including higher and lower priority issues.
Key Deliverables
Resolution of all issues, status, issue resolution reports.
Key Activities
Support activities for lower priority issues.
Understand the resolution of higher priority issues.
Key Deliverables
Status and issue-resolution reports.
Resolution of lower priority issues.
Key Activities
Develop enhancements identified in specific areas like requirement specification, technical design, and testing.
The transition process is areas where the transition is not complete.
Production support – level 3 and level 4.
Minor Enhancement – Adding minor functionality.
Preventive maintenance – Root-cause analysis for recurring issues.
Perfective maintenance – Bug fixes, performance tuning.
Key Deliverables
Deliver of enhancements.
Ongoing problem ticket resolutions (for production support).
Metrics and reporting.
Productivity, quality and analysis.
SLA adherence.
Tekonsys deploys a dedicated team to provide support. It remains same for the contract period and can come L2/L3/L4 support requirements. The team can be based at the onsite location and/or offshore, as per the need. The model offers support performance parameters (SLA, SLA performance) which define the pricing.

Tekonsys manages the scheduling, resourcing, and management of the support team.

Support Location Strategy: Complete Offshore Model
– Low on cost
– More coordination effort required from the client
– Delayed response time due to differential time zones

More suitable for L3 and L4

Are you interested
to hire our team ?

Send us your email address, we will contact!