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IT Outsourcing

Application Support

Our application support outsourcing services provide end-to-end management of your business applications. From maintenance and updates to troubleshooting and optimisation, we ensure your applications run smoothly and efficiently. However, we also provide hardware or infra support to serve your business which will be our IT Support or System Engineer.

Service Scope

The Standard Information Technology service is an integrated suite of support services for application.

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Support is provided through

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Phone

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Remote Control Assistance

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Onsite service (depending on what we agreed)

Manage and Operate

Identify and Address Issues

- The Customer must provide information and how the error occurs along with screenshots before attempting to address the issue.

- The error will be retested to identify why the issue happened, and analyse where the issue came from.

- The Customer must assist Application Support personnel to see the error, if there is required to find a root cause.

Troubleshoot and Solve Existing Problems

- The Customer must provide existing solutions that currently use to solve problems.

- In case of a new issue, Application Support personnel will try to find another solution or workaround to fix the case based on experiences of that personnel.

Escalate Process

In case of emergency or critical impact, Application Support personnel will directly escalate the case to a next level to reduce the loss and downtime. However, the issue that could not fix will be escalated or consulted to the application owner.

Monitor Cases

Most applications will be designed to send out messages both success and fail, Application Support personnel can diagnose the issue from logs and keep tracking the status of each issue.

Coordinate with Cross-functional Teams and Product Owners

Application Support personnel will support business units on technical matters, and assist product owner and developer teams to clarify issues before escalating to those teams.

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