Our application maintenance process is watertight. We systematically collate the application maintenance requests. As a result, you can easily track the status of your job till a solution is delivered.

Here’s how it works.
Incident requests are reported to the support team (or Help Desk), that assigns an Incident Tracking Number. This request is then passed on to the appropriate team. We close the incident only after the delivery team releases the solution as per the Service Level Agreement (SLA) frameworks, and it has been accepted by you.

Some of the metrics / reports used to evaluate the effectiveness of the application maintenance process include:

• Average time per problem resolution
• Adherence to Service Level Agreement (SLA)
• Bug tracking status reports
• Availability reports
• Weekly / Monthly tracking reports

Case Study

• The client is a national carrier based in the Middle East and one of the fastest growing airlines in the world. The IBS-built Budget and Interface solution realizes the ambitious growth plans of the airlines. Download...