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maintenance & support
Maintenance and support consist of services to ensure the continuing business value of enterprise applications in changing business and technology environments.
Repair Services – correct defects in the application code or in the data, and includes:
Application Repairs – corrects defects in the application.
Data Repairs – corrects defects in the data that is not caused by user error, for example those caused by application errors or batch run errors or data migration errors.
Support Services – provide assistance related to maximizing the use or the performance of the application, and includes:
Functional Support – assists users with the proper use of the application.
Data Query Support – assists users with data issues related to queries and report writing.
Enhancement Services – improves the existing application, and includes:
Functional Enhancements – improves the functional capabilities of the application.
Performance Enhancements – improves the performance of the application.
Maintenance and support services value is optimized by measuring, assessing, and adjusting the following service levels:
Volume of Service – measured by the number of units of services and the number of services delivered per unit of time.
Quality – measured by defect rates, standards compliance, technical quality, services availability, and service satisfaction.
Responsiveness – measured by time to acknowledge, time to implement, and services backlog.
Efficiency – measured by cost per unit of service delivered.
