Application Maintenance

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

Application Operations
Includes 24x7 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

Enterprise Application Maintenance Services Delivery Model
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Incident Management Process

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RCS Application Maintenance Services Delivery Model

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Application Maintenance and Escalation Model

Escalation and problem fixing Process for User Issues

Support Levels

Consolidated Help Desk/ Level1

Call Handling from the Help Desk
Log the problem/issue into incident management system and acknowledge the receipt of the incident
Prioritizing of the issue/call in co-ordination with Support Manager/User
Routing of the issue to the support Engineer and to the people in the distribution list (Support Lead, Engineer, Support Manager)
Responsible for Generation of Statistical Reports like- Number of incidents Application/Module wise, priority wise and resolution statistics
Resolution of issue by correlation of event with the knowledge repository/SMTD-System Maintenance and Technical document

Level2

Application/Module Owner
Acknowledge the issue request/SR assigned and issue resolution
Call resolution could be a short term work around solution, as and when a permanent solution is found
the issue or problem will be moved to the Level 1 Support
Responsible for the QA of the Permanent solution/Bug fixing done

Level3

Definition of call Priority and Resolution

Call Priority

1.Impacts all users resulting in major impact to the system, there is no workaround solution
2.Impacts significant number of users, problem causes slowdown and there is an unacceptable workaround solution
3.General problems/issues
4.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