ePrama has mastered the art of offering production support and maintenance services for large scale enterprise applications which result in reduction of maintenance cycle times, quick turnaround for enhancements / fixes and improve the quality of life of customers support team. The support coverage includes service windows of 8 x 5, 16 x 5 or 24 x 7 basis, as required.

ePrama understands that the major challenges for any support engagements are:

  Reduce Total Cost of Ownership (TCO) of support services
  Ensure Smooth Transition – without impacting end-users and current service levels
  Develop, baseline and fine-tune service levels and metrics
  Provide Single Point of Contact for all support services
  Fine-tune and establish a framework for support
  Ensure flexibility in terms of resource usage and costs for any incremental efforts
  Work with customers management on people-sensitive issues

A unique and proven methodology is adopted in executing production support and maintenance projects. This methodology addresses every aspect of the support needs right from understanding the application and its usage, needs of the application owners and service levels adherence.

Based on our experience, this methodology which has matured over years of implementation, offers flexibility for customisation for customers support needs.

The methodology is mainly divided in to three main phases: