 |
|
|
|
|
Dedicated Offshore/Nearshore Support and Maintenance Teams for World-Class Support Services
We have a 15-year long experience in support and maintenance of complex software applications developed both in-house and by 3rd parties. Our services include 2nd and 3rd level support, maintenance and improvement, monitoring, patches and upgrades, administration, enhancements, changes and release management.
Our 200-strong team of dedicated maintenance and support engineers provide multiple applications support for over 50 customers including SAP, Reuters, Microsoft, Colgate-Palmolive, BT, London Stock Exchange and Merrill Lynch. Special core teams operated across a number of our Offshore Development Centers in Central and Eastern Europe deliver a combination of application maintenance and development services.
 |
The Secrets of Outsourcing Success,
by Ephraim Schwartz |
|
| "IT project assignments at Reuters are unpredictable, and the company would benefit from a model that would save it from hiring people at peak, only to end up with little for them to do when business slows. Still, Akselrod was skeptical of using outsourcers that were thousands of miles away but EPAM’s model made it work for him."
|
An essential part of our software development lifecycle (SDLC) process, our maintenance and support services meet the rigorous CMMI level 4 requirements and are significantly backed up by our world-class distributed SDLC tool that covers all the support management and is tied in with all our testing, release and build management efforts. Besides, our maintenance and support staff are hired, managed and developed specifically for support work having their own career paths, training and forums to ensure they have the all round skills required to render services effectively.
Depending on the response, workaround and resolution times, we offer a number of different types of support and maintenance engagement depending upon your needs:
|
|
 |
Application Maintenance and Support (Level 3 Maintenance) |
|
|
|
|
2nd line support, including incident management, fault investigation and diagnosis, workaround provision |
|
|
|
|
3rd line support, including application bug fixes, hot fix releases |
|
|
|
|
Maintenance, including scheduled, upgrades and preventative |
|
|
|
|
Release management (6-8 scheduled service pack releases of each application per year) |
|
|
|
|
Support incidents and issues tracking through EPAM PMC |
|
|
Application Enhancements (Level 4 Maintenance) |
|
|
|
|
Implementation of feature enhancements to the applications based on the approved prioritized change orders |
|
|
3rd Party Maintenance |
|
|
|
|
Application handover |
|
|
|
|
|
Assessment of the architecture, code and relevant application artifacts |
|
|
|
|
|
Essential remedial activities recommendation |
|
|
|
|
|
Knowledge transfer from the current customer's team to EPAM |
|
|
|
|
|
Elaboration of Maintenance and Support plan and other prerequisite documents |
For critical issues raised outside of normal working hours, we provide 24*7 3rd level support with the direct issue submission capability via the Web, email or by phone.
 |
Russian IT Outsourcing Market on a Roll |
|
| "Russian IT service companies are now counted amongst the world's best providers. Recently, EPAM Systems was rated as the top Central/Eastern European ITO Provider by the International Association of Outsourcing Professionals (IAOP)."
|
|
|
