9762203269 [email protected]

Application Support and Maintenance

IT Support Level

Tier 0

Tier 1

Tier 2

Tier 3

Tier 0

Function

Self-help and user-retrieved information

Support methodology

Users retrieve support information from Web- and mobile-pages or apps, including FAQs, detailed product and technical information, blog posts, manuals, and search functions.

Users also use apps to access service catalogs where they can request and receive services without involving the IT staff.

Email, Web forms, and social contact methods such as Twitter, LinkedIn, etc. are used to send questions and requests to upper support tiers or company personnel.

Customer forums allow users to crowdsource solutions, usually without input from company personnel.

Staffing needs

Tier 0 requires technical and marketing resources to create, maintain, and update product information.

A web and mobile team is used for Web site and app creation.

Moderators are used to monitor customer forums.

Tier 1 personnel respond to requests received through email, Web sites, or social media.

Tier 1

Function

Basic help desk resolution and service desk delivery

Support methodology

Support for basic customer issues such as solving usage issues and fulfilling service desk requests that need IT  involvement.

If no solution is available, tier 1 personnel escalate incidents to a higher tier.

Staffing needs

Lower level technical personnel, trained to solve known problems and to fulfill service requests by following scripts.

Tier 2

Function

In-depth technical support

Support methodology

Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handed by tier 1.

If no solution is available, tier 2 support escalates the incident to tier 3.

Staffing needs

Support personnel with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product.

Tier 3

Function

Expert product and service support

Support methodology

Access to the highest technical resources available for problem resolution or new feature creation.

Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications.

Once a cause is identified, the company decides whether or not to create a new fix, depending on what caused the problem. New fixes are documented for use by tier 1 and tier 2 personnel.

Staffing needs

Tier 3 specialists are generally the most highly skilled product specialists, and may include the creators, chief architects, or engineers who created the product or service.

Support Packages

Support Included:-

Tier 0

Tier 1

Tier 2

Tier 3

Major Upgrades Handled

All major upgrades

Service Cost

150000/- + GST(One Lakh Fifty Thousand Only + GST)  [per month]

Support Included:-

Tier 0

Tier 1

Tier 2

Major Upgrades Handled

4 major upgrades

Service Cost

120000/- + GST(One Lakh Twenty Thousand Only + GST)  [per month]

Support Included:-

Tier 0

Tier 1

Major Upgrades Handled

2 major upgrades

Service Cost

80000/- + GST  (Eighty Thousand Only + GST)  [per month]

 

Support Included:-

Tier 0

Major Upgrades Handled

No  major upgrades

Service Cost

60000/- + GST  (Sixty Thousand Only + GST)  [per month]

 

NOTE- For any Change/Closure of support and maintenance service it should be notified before 1 month.

Contact Us

(+91) 8805666259,

(+91) 8149102080

i[email protected]

Office Hours

Monday:9:00 am -8:00pm

Tuesday:9:00 am-8:00pm

Wednesday:9:00am-8:00pm

Thursday:9:00am-8:00pm

Friday:9:00am-8:00pm

Saturday: 9 am – 7:30 pm

Sun: Closed

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Our Office

First Floor, Siddhi Vinayak Building, Lane Number 7, Wadgaon Shinde Road, Uttareshwar Nagar,  Wasti, Lohegaon, Pune, Maharashtra 411047

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