Off-Site Support Model

This is designed for customers who have first level support and would like to optimize the operating costs of their Business Applications (i.e. Oracle ERP etc.) and related infrastructure.

Customers can choose from the following off-site packages:

Standard Support Package

Premium Support Package

Enterprise Support Package

All of the above packages are modeled in such a way that they can be customized based on client’s specific needs.

Key Benefits

  • It makes clients avoid hiring of divergent specialized skill sets.
  • It insulates clients from resource management difficulties.
  • It ensures service continuity.
  • It provides clients a choice of a wide range of resource pool capabilities at minimum cost.
  • It offers an ITIL based process oriented support services.
  • It utilizes a KPI based SLA services for response and resolution time.
  • It offers clients a choice of specific packages based on their needs.

Standard Support Package

Key Services

  • Calls can be of the following categories
    • Problem identification
    • Clarifications related to the day-to-day business operations
    • Gap in understanding the business process
    • How to do it
  • Minor Corrections in existing reports
  • Bug fixing, column addition, corrections in labels, totals etc.
  • Monthly health check on server and database through VPN
  • E-mail support during customer office hours
  • Telephone support during customer office hours (only for critical queries)

Premium Support Package

Key Services

  • Calls can be of the following categories
    • Problem identification
    • Clarifications related to the day-to-day business operations
    • Gap in understanding the business process
    • How to do it
  • Minor Corrections in existing reports
  • Bug fixing, column addition, corrections in labels, totals etc.
  • Minor Patch Applications for bugs, Any Patch Sets those requires series of patches as pre-requisites are not part of this offering
  • Fortnightly health check on server and database through VPN
  • Develop new reports of simple/medium complexity
  • E-mail support during customer office hours
  • Telephone support during customer office hours
  • 24x7 telephone support for critical issues and emergencies
  • 5 days of on-site user training per year (customer needs to check with iSON Care for the resource 2 weeks prior to scheduling the visit)
  • 20 days of on-site support visits per year (customer needs to check with iSON Care for the resource 2 weeks prior to scheduling the visit)

Enterprise Support Package Support Package

Key Services

  • Calls can be of the following categories
    • Problem identification
    • Clarifications related to the day-to-day business operations
    • Gap in understanding the business process
    • How to do it
  • Develop new reports of simple/medium complexity
  • Minor Corrections in existing reports
  • Bug fixing, column addition, corrections in labels, totals etc.
  • Minor patch applications for bugs. Any patch sets that requires a series of patches as pre-requisites are not part of this offering
  • Twice a week health check on server and database through VPN
  • E-mail support during customer office hours
  • Telephone support during customer office hours
  • 24x7 telephone support for critical issues and emergencies
  • 10 days on-site user training per year (customer needs to check with iSON Care for the resource 2 weeks prior to scheduling the visit)
  • 45 days of on-site support visits per year (customer needs to check with iSON Care for the resource 2 weeks prior to scheduling the visit)