Support Models
Managed IT Services
Customized by Industries
The SANICONS service support methodology capitalizes on the wide knowledge base that we have acquired over a period of time, while maintaining numerous legacy and home-grown/ custom-built systems for various clients. This has made it possible for SANICONS to offer its services in maintaining the client software offshore. This is a cost-effective methodology for the client since the overheads involved in having maintenance personnel onsite is eliminated and the time zone differences are leveraged effectively. There are two types of support models:
Dedicated Support Model
In this model, SANICONS deploys a dedicated team to provide support. It remains same for the contract period and can cover L1/ L2/ L3 / L4 support requirements. The team can be based at the onsite location and/or offshore, as per the need. The model offers support performance parameters which define the pricing. SANICONS manages the scheduling, resourcing, and management of the support team.
Shared Support Model
This is a ticket-based model where a certain unit of work (UoW) is bought by the client and is primarily L1/ L2 / L3 / L4 support. The support team is primarily offshore-based; however, based on the requirement, can be deployed onsite. The SANICONS support team assists multiple clients and ensures that all the support performance parameters are adhered to. SANICONS manages the scheduling, management, and resourcing for the support team.
Support Process Flow
Our Process
L1 Support
It is the initial level of maintenance provided by the user help desk. They help to screen the issues and assign to appropriate party / owner.
L2 Support
It deals with support tickets that can be resolved by doing basic configuration in the application or suggesting workarounds.
L3 Support
It deals with tickets requiring code change and manages more complex issues. Research and develop solutions for unknown problems.
L4 Support
It deals with tickets related to the product, which might require help from the product vendor in terms of raising support tickets or a patch release.
SANICON IT Support Services
Support Phase
SANICONS provides warranty / hyper care support, and steady state support once the network infrastructure and application has stabilized. We provide all types of support levels i.e. L1, L2, L3, and L4 support. Brief description of different support options are given
L1 Support
It is the initial level of maintenance provided by the user help desk. They help to screen the issues and assign to appropriate party / owner.
L2 Support
It deals with support tickets that can be resolved by doing basic configuration in the application or suggesting workarounds.
L3 Support
It deals with tickets requiring code change and manages more complex issues. Research and develop solutions for unknown problems.
L4 Support
It deals with tickets related to the product, which might require help from the product vendor in terms of raising support tickets or a patch release.
AWS/Azure
Cloud Infrastructure
Architectural consulting
Multitenant SAAS solutions
Integration with cloud services
Application & resource migration
Operation & management
Developing & maintaining CI/CD systems
Monitor application performance
Tweak infrastructure for improved response
Physical & network security
DevOps
DevOps Services
Intelligent environment optimization
Code inspection & continuous integration
Continuous delivery/release orchestration
Continuous deployment
DevOps intelligence
Process improvements & innovations
DevOps accelerators & frameworks
Optimization, build robust infrastructure
Test automation manager
NOC
Network Monitoring
Network monitoring
Incident response
Investigating and refreshing of application software.
Patch management
Network capacity and backup
Administration and firewall checking
Analysis of threats
Filtering and remediation with antivirus software
Management based on policies