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Qspear’s support services model is designed to deliver less downtime, faster response and lower database and application management costs. Our flexible Support model includes proactive health monitoring and unlimited number of reactive calls. Onsite/Offsite support models to check the Availability, Performance, Security, Migration and Up-gradation issues for various enterprise Applications and Databases.

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Qspear provide flexible onsite/offshore support for following application solution:

 

Qspear's Application Support Services:

With deep domain skills in technology and products and industry wide experienced SMEs Qspear has built the ability to execute projects at a competitive cost leveraging its in-house processes and frameworks. Troubleshooting and resolving functional and technical issues encountered by users with respect to application modules and functionalities implemented. Fully functional offshore support model for customers across geographies through ticket based system with guaranteed uptime and response and resolution time matrix (Service level agreement).

 

Services under Application Support: -

  • Providing Single Point of Contact (SPOC) assistance for resolution of issues

  • Raising SR with OEMs, and SRs Management & Follow-up

  • Service Desk processes, procedures and SLAs management

  • Application Regression testing for Patch Applications

  • Maintenance of logs for all reported issues

  • Root cause analysis of issues and suggestion on improving the system

  • Stabilizing of the enterprise system and Training users

  • Performance monitoring, fixing issues causing unreasonable delays

 

Qspear's Database & Admin Support Services:

To improve the availability window of the applications to the users by making the application database robust and improve its response time, Qspear provides 24/7 support of Databases and Admin Panels.

 
 
 

Services under DB & Admin Support: -

 
  • Ensure application availability in all sense to end users and DR support.

  • Managing application and database and troubleshooting & resolution of errors.

  • Apply application and database security policies.

  • Deploy and manage scripts to check for basic database health and proactive monitoring.

  • Monitor and review database logs and errors and take appropriate measures to resolve.

  • Other Core Database Activities like table space management, user management, object management, object fragmentation, invalid object validation, statistics gather.

  • Support for User management including user creation, maintenance of user profiles, granting user access and authorization including roles and responsibilities. Password management is a part of support functionality.

Qspear provides a unique ticketing tool to all the support engagements where in all the ticket logs are maintained, SRs are raised and auto allocation of issues and tickets is done to the concerned SMEs. Q-DESK is ticketing based website that is created with the purpose of raising and resolving the issues raised by the client. The authorized users have a common gateway to enter the site where they have to login with their respective credentials.

 

Q-Desk Service Request Process:

  • Unique Client Log Ins

  • Auto allocation of tickets based on priority levels

  • Real Time Visible updates on tickets to the client

  • Updates & hand hold till the resolution

  • SLA based time and resolution adherence

 

Benefits: -

  • Return on Investment when compared to using internal employees

  • Low cost route into 24x7 support & management of mission critical applications

  • Reduction of personnel based risks such as holiday/sickness/leaving

  • Allowing internal staff to focus on higher level tasks that add business value

  • Quicker problem rectification, less downtime, less costs and increased efficiency

  • On Demand access to a pool of skills that would be impossible to recruit