Effective, speedy support anytime, anyplace.

Overview

3i Infotech’s Application Maintenance and Support services are designed to help organizations increase application efficiency, reduce system downtime, drive high-performance, and extend application life. Our highly skilled engineers provide 24*7 support that is globally integrated. 3i Infotech services – rainging from ‘keep-the-lights-on’ maintenance to proactive and continuous improvement – help you get the most out of your existing IT applications.

Highlights

  • Risk-Reward SLA model for minimum customer risk and maximum customer benefit
  • Strong governance model
  • Robust transition methodologies

Help Desk Level 1 Support
  • End-user support, including response to calls and answering “how-to” questions
  • Ticket resolution and logging
  • Resolution of basic IT/computer problems, such as username and password issues
  • Verification of physical layer issues
  • Installation/re-installation of basic applications
  • Verification of appropriate hardware and software installation
  • Assistance with navigating around application menus
  • Help with using knowledge management tools

Help Desk Level 2 Support

  • Monitoring ticket log
  • Providing Break-Fix/Corrective and Emergency support
  • Providing consultation and technical support to end-users
  • Resolving ad-hoc issues
  • Testing and releasing patches to production within a specified TAT
Help Desk Level 3 Support

  • Defect detection and root cause analysis
  • Minor enhancements and customization
  • Preventive, adaptive, and perfective maintenance
  • Routine maintenance activities
  • Need-based interaction and follow-up with 3rd-party vendors, suppliers, etc.

Preventive maintenance
As part of Preventive Maintenance, our engineers:
  • Document frequently occurring issues
  • Test applications in idle time and look for bugs
  • Look for possible solutions that can help enhance application functionality/performance
  • Recommend and execute changes to applications
Enhancement
Our engineers implement minor and major enhancements to applications based on an assessment of application performance and functionality.
Our engineers operate on an SLA-based engagement model to provide high-quality, round-the-clock maintenance and support services aptly captured in the image below
  • Reduce total cost of ownership
  • Improve application stability and performance
  • Increase application agility and life
  • Minimize downtime
3i Infotech is committed to service excellence. Over the course of our extensive industry experience, we have built systems, approaches, and partnerships that have helped our clients win—time and again. Here’s what sets 3i Infotech apart:
  • Global delivery model: Efficient, speedy, and cost-effective services delivered via various global centers
  • Framework solutions: Incisive domain expertise delivered via proven, quick-to-deploy framework solutions developedover more than 100 projects across sectors like banking, financial services, insurance, manufacturing, retail, telecom, life sciences, and healthcare
  • Key alliances with global technology leaders: Partnerships with industry leaders in technology (Microsoft, Oracle, Sun, IBM, HP, Amazon) for best-in-class, cost-efficient services and the most desired business outcomes
  • Technology Centers of Excellence: Dedicated technology CoEs spanning various technologies for a unified, scalable, business-specific solution
  • End-to-end infrastructure management services: Full lifecycle services with varied support models for differing customer needs, greater economies of scale, and minimized TCO.
  • High maturity standards and rich domain expertise: SEI CMMI Level 5 certified development centers, robust quality management, and deep cross-domain expertise for cost-effective solutions and complete customer satisfaction.
When you choose 3i Infotech, you get access to these key differentiators that help us—and in turn, you—succeed. You get more than a solution; you get a competitive advantage.

Industries We Serve