Maintenance and Support

OnCleverSoft offers high quality technical support services. The customer is guaranteed to get qualified assistance in resolution of the problem within extremely short time frames. Our support engineer will be available for e-mail, IM (ICQ, Yahoo, MSN, etc.), Skype contact Monday through Friday, 9:00 AM to 6:00 PM Europe Time.

The different support aspects described in Service Level Agreement (SLA). SLA covers the following points:

• Support period (usually for one year with following renewal);
• Supported time (it depends on customer needs; in most cases it’s Monday till Friday, 9:00 AM to 6:00 PM Europe Time);
• Support level (usually it’s 2, 3 line support; response time for critical issues – 4 hours);
• Responsibilities and support workflows;
• Cost model.

Support set-up plan

Initialization stage

• Study of requirements. OnCleverSoft analyzes support requirements and prepares proposal. Customer agrees with proposed support model;
• SLA establishment. OnCleverSoft prepares Service Level Agreement for support model;
• Signing of a contract. Customer and OnCleverSoft sign SLA agreement;
• Support initiation. OnCleverSoft’s Support team training;
• Internal product testing.

Support stage

• Problem identification. Customer states a problem (call, e-mail); Support team registers the issue in Helpdesk and determines issue priority; Support team provides preliminary time estimation for problem resolution;
• Problem resolution. Customer approves preliminary estimation; Support team starts to fix a problem or to search workaround for problem;
• Resolution report. Support team deploys solution;
• Confirmation of resolution. Customer confirms problem fixing;
• Issues closure. Support team closes issue in Helpdesk.

Support workflow

The following diagram shows maintenance workflow for request issue resolving:

• OnCleverSoft team lead receives request issues definitions from customer team, reviews and records them in tracking system. Request issue is associated with a ticket number;
• OnCleverSoft support team lead provides preliminary schedule for requested issues and agrees about severity with customer management;
• Customer management has to authorize schedule and severity for requests;
• OnCleverSoft support team lead assigns support engineer for problem resolving or communicates with customer management (the resource is busy, issue requires more response time for diagnostic);
• OnCleverSoft support engineers are responsible for diagnosis and provision of the concrete estimation to support the team lead;
• OnCleverSoft support team provides cause description and workaround (if possible) as ticket update after diagnosis of ticket problem. Estimation for resolution (hot fix/build producing) is provided to the support team lead;
• OnCleverSoft support team lead provides schedule with new builds and hot fixes deliveries to customer management;
• Customer management should approve or make remarks to the schedule;
• OnCleverSoft support team develops hot fixes or new builds and provides it to Customer team, assists them with deployment.