Nextway is committed to providing the highest standard of support on all its solutions. We have laid down a stringent support mechanism and have a full fledged Technical Support Services group which handles all the support related issues. A well documented support methodology is adopted where in all the incidents logged are well documented, tracked and monitored till the closure of the incident.
Client's Incident Reporting:
Nextway provides the support and services to its customer's through a single point of contact to report problems in the solutions provided by Nextway Technologies. These services reports may be submitted by the client via various medium viz. E-mail, Web, Telephone, Online chats and etc.
Service Level Agreement :
Nextway has a standard Service Level Agreement SLA which is being signed with the client. SLA is intended to identify what our customers can expect from Nextway's Solutions Support Services. It specifies the services and commitments of Nextway's Solutions and the expectations and obligations of the client.
Support Types:
- Onsite Infrastructure Management:
Under this support mechanism, Nextway will place a dedicated resource at Clientâ's premise and will manage the complete IT infrastructure. The client would pay Nextway on per month basis as per mutual agreement.
This support model will be of two category:(1) 8 * 5 Onsite Infrastructure Management: under this Nextway professional would be deputed for 8 hours per day for 5 days a week. The timing will be as per the office timing of the client.
(2) 24 * 7 Onsite Infrastructure Management: under this Nextway professional would provide 24*7 supports in three batches comprising of 8 hours each.
- Onsite Incident Based Support:
This support model would involve providing incident based support and wherever required sending professional onsite for bug-fixing, re-installation, error tracing and etc. The response and incident resolution time would be as per the Service Level Agreement (SLA) to be signed with the client.
This support model would also be of two categories:(1) 8 * 5 Onsite Support: under this Nextway would handle the entire incident call request for 8 hours per day for 5 days a week. The timing will be 9:30 A.M 5:30 P.M.
(2) 24 * 7 Onsite Support: under this Nextway would handle the entire incident call request on 24*7 basis.
- Offsite Incident Based Support:
This support model would involve providing incident based support offsite. Under this Nextway's Technical Support Center would designate a dedicated resource to handle all the incident from the client and the same would be resolved telephonically or through e-mail. Where ever required Nextway can use remote PC Access software's like Go To Meeting, Go To Assist, Microsoft Netmeeting and etc for providing support. Besides this Nextway can also engage in Internet Telephony like Skype for voice based support. The response and incident resolution time would be as per the Service Level Agreement (SLA) to be signed with the client. Under this category of support no client visit would be undertaken and if any client visit is required it would be charged extra as per mutual agreement define in SLA.
This support model would also be of two categories:(1) 8 * 5 Offsite Support: under this Nextway would handle the entire incident call request for 8 hours per day for 5 days a week. The timing will be 9:30 A.M 5:30 P.M.
(2) 24 * 7 Offsite Support: under this Nextway would handle the entire incident call request on 24*7 basis.
Support Process :
Nextway`s Technical Support Services utilizes a multi-tier support model for problem resolution. The technical support at Nextway can be broadly divided into two categories.
- Support Services Category I (Bug Report Fixation/Software crash)
These would generally be the support where coding is restricted to the existing module and no new developments are required. All these issues would be covered under the Annual Maintenance Agreement and no extra charges would be made for the same.
These would cover the following:
- Software Malfunctioning due to bug which was not detected during test release.
- Software Crash due to system/hardware failure.
- Security related issues.
- Any other issues which is resulting in improper functioning of the software.
- Support Services Category II (Software Configuration Change Request)
These would generally be request where additional resources for coding have to be deployed by Nextway. For all these issues the change management plan document as agreed upon with the client would be invoked and after analysis of the change request, change management plan document would be filled and effort estimation would be made to identify the man days of effort required along with the time frame for delivery of the change request. The costing as agreed upon in terms of man days during the signing of the contract would be submitted and if the client approves the same, then the development for these additional components would be initiated.
These would cover the following:
- Client Wishes to add new modules and functionality developed into the system.
- Client wishes to have changes made in the user interface.
- Client wishes to get additional report generated from the system.
- Any other request which required additional coding.
