Expedien has a well-defined and mature production support management process which allows effective capture, reporting, tracking and resolution of issues. This process supports a distributed delivery environment wherein work responsibilities can be effectively divided between the various organizations depending on the request / problem levels. Each of these activities will be governed by service level agreements (SLAs).

• Request / problem management
• Management of incidents
• Processing of incidents
• Work around
• Resolution
• Deployment of patches
• Root cause analysis
• Interaction

Support level Role / Functionality

Level 1: Initial trouble shooting and diagnosis

Level 2: Technical support group and operations applications support team

Level 3: Specialist team and application development team

Level 4: Interaction and coordination with third party vendors

We are capable of providing the following production support services to customers, for the business critical applications with stringent SLAs for response, work around & resolution of issues.

• 24 hours X 7 Days a week
• 16 hours X 5 Days a week
• 08 hours X 5 Days a week

Our unique value proposition lies in our ability to:

• Provide the help desk service
• Use global delivery model for round the clock attention to the critical issues
• Capture the knowledge gained in the issue resolution for effective usage
• Use our alliances for getting the support from 3rd party vendors
• Track the SLAs norms using web tools which are transparent even to our customers