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Application Support Center
Enterprise applications are complex and require support team with knowledge in many modules and technology. This involves hiring many people to support the application. It is a challenge for many businesses to hire the right kind of people and keep them productively engaged 100% of the time.
UniMind Application Support Center provides a shared services model to address the application support needs. By providing services to multiple clients, UniMind is able to maintain a support pool fully engaged.
How does it work?
UniMind Application Support Center provides a shared services model to address the application support needs. By providing services to multiple clients, UniMind is able to maintain a support pool fully engaged.
How does it work?
- Client blocks a pool of hours for support and enhancement, and specify support SLA’s
- Client will be assigned primary support coordinator(s)
- Client users log tickets in UniMind helpdesk system (or) Client helpdesk system which will notify support coordinators
- Support coordinators will assign task to the best suited person based on skillset and availability
- The ticket will be worked until closure. A root cause analysis will be provided with recommendation of how to avoid similar issue in the future
- Support Coordinator will report periodically the type of issues faced, the time taken to solve the issue, the root cause and recommendations
- Client can assign enhancement requests to enhance the application and add additional functionality
What are the services provided?
We provide all services required for supporting the users including
- Functional analysis of the issues
- Technical troubleshooting
- Database Administration
- Enabling new features
- New Reports
- New Enhancements
- User training
- Other services as required