| Dedicated Offshore/Nearshore Support and Maintenance Teams for World-Class Support Services
We have a 15-year long experience in support and maintenance of complex software applications developed both in-house and by 3rd parties. Our services include 2nd and 3rd level support, maintenance and improvement, monitoring, patches and upgrades, administration, enhancements, changes and release management.
Our 200-strong team of dedicated maintenance and support engineers provide multiple applications support for over 50 customers. Special core teams operated across a number of our Offshore Development Centers in Northern and Sothern Asia deliver a combination of application maintenance and development services.
An essential part of our software development lifecycle (SDLC) process, our maintenance and support services meet the rigorous CMMI level 4 requirements and are significantly backed up by our world-class distributed SDLC tool that covers all the support management and is tied in with all our testing, release and build management efforts. Besides, our maintenance and support staff are hired, managed and developed specifically for support work having their own career paths, training and forums to ensure they have the all round skills required to render services effectively.
Depending on the response, workaround and resolution times, we offer a number of different types of support and maintenance engagement depending upon your needs:
- Application Maintenance and Support (Level 3 Maintenance)
- 2nd line support, including incident management, fault investigation and diagnosis, workaround provision
- 3rd line support, including application bug fixes, hot fix releases
- Maintenance, including scheduled, upgrades and preventative
- Release management (6-8 scheduled service pack releases of each application per year)
- Application Enhancements (Level 4 Maintenance)
- Implementation of feature enhancements to the applications based on the approved prioritized change orders
- 3rd Party Maintenance
- Application handover
- Assessment of the architecture, code and relevant application artifacts
- Essential remedial activities recommendation
- Knowledge transfer from the current customer's team to Cotelligent
- Elaboration of Maintenance and Support plan and other prerequisite documents
For critical issues raised outside of normal working hours, we provide 24*7 3rd level support with the direct issue submission capability via the Web, email or by phone.
Precision IT Strategy through Offshore Development Center Relationship Model
A dedicated Offshore Development Center (ODC) relationship model might be the right remedy to realizing your strategic IT objectives, if your IT strategy aims at
- Taking advantage of special software engineering skills
- Extending your in-house software development staff
- Augmenting your software product development
- Strengthening product QA
- Obtaining greater flexibility with the resource utilization
- Reducing the time to market
Having been supporting clients across 30 countries with premium offshore and nearshore software development services for over 15 years, we have gained and honed the cutting-edge technical and functional skills, developed special tools and methodologies for managing custom software development projects in distributed environment. Extending the advantages of leveraging Asia’s distinguished intellectual talent, your ODC will afford scalability and staffing capabilities according to the project needs.
To respect the client's IPR and to ensure the highest security level, our ODCs are set up and operated in strict compliance with the world's security and protection standards, as well as the client's internal policies regulating personnel, data, infrastructure, facility, and intellectual property handling. |
