Application Maintenance

RCS’s Application Maintenance practice offers support services for applications, middleware platforms and technologies.

Application Operations
Includes 24×7 monitoring of applications for availability/performance/capacity, batch monitoring/management. Application service desk includes incident management activities such as incident recording, initial investigation of issues, tracking and escalation management and closure, user administration and service reporting

Production Support
Involves a detailed analysis of incident, incident resolution and problem management activities such as trend analysis, root cause analysis, known error establishment, creation of RFC and break fixes excluding code changes

Release and Change Support
Comprises setting up of various test environments, release/change activities such as release coordination, emergency releases, build and code deployment, managing release calendar and configuration management/SCM tool administration

Middleware Product Support
Includes product administration activities such as monitoring, user administration, application deployment, patch management and configuration management for application infrastructure: Web servers/application servers, messaging infrastructure, content management and DW/BI tools

Incidence Management Process


Escalation Model


Call Priority

  • Impacts all users resulting in major impact to the system, there is no workaround solution
  • Impacts significant number of users, problem causes slowdown and there is an unacceptable workaround solution
  • General problems/issues
  • Clarification, questions & requests

Resolution

  • Diagnosing the problem, includes debugging of programs to determine the cause of the problem/issue, a solution has to be recommended. Works around solutions are acceptable

Note: Goals and limits of each call classification vis-à-vis Call acknowledgement, Resolution and System uptime shall be based on the SLA

Application Maintenance Services Delivery Model


Escalation and problem fixing Process for User Issues