Managed Services / Application Support
Bug fixes, user issue tickets, minor enhancements and uptime monitoring for the business applications you already run, all under a defined response-time SLA.
Why It Matters
Every ticket is triaged into a priority tier the moment it is raised, and each tier carries its own response-time target, so you know what to expect before work even starts.
The same queue that handles bug reports also covers small enhancement requests and alerts raised by uptime monitoring, so issues get caught before users report them.
A bug, a user issue or a small request is logged through your existing tool or channel.
Each ticket is assigned a priority tier that sets its response-time target.
Work starts within the SLA window for that tier.
Changes are tested before release, not pushed straight to production.
The ticket is closed with a note on what changed, visible on your side.
Defects are logged as tickets, fixed and verified before being closed.
Every ticket is logged, prioritized and visible from the moment it is raised.
Small feature requests and improvements are handled inside the same queue.
Checks run against your application so issues surface before users report them.
A response-time target per priority tier, agreed before work begins.
A regular update on open, in-progress and resolved tickets.
Every ticket is logged and reviewed the same way we track work on our own projects, not a looser standard for support.
We tell you plainly when a request is bigger than application support and needs a separate project.
You raise tickets and review status directly, on the tools you already use.
Every ticket carries a visible priority and status, not a lump-sum monthly summary.
Enhancements that outgrow a ticket can move to a dedicated project engagement without losing context.
Bug fixes, user-reported issues, small enhancement requests and alerts raised by uptime monitoring all get logged and worked as tickets inside the same queue.
Response time is tied to the priority tier assigned at triage. P1 issues get the fastest response, P2 a moderate response window, and P3 the longest, all under a defined SLA agreed up front.
Yes. Bug fixes, minor enhancements and uptime monitoring are handled within the same support engagement, so alerts and user-reported issues land in one queue.
Small enhancements fit inside application support. Larger builds are scoped separately and handed to a dedicated project engagement rather than worked as a ticket.
Tickets are logged through whichever tool or channel your team already uses for issue tracking, then triaged and assigned a priority tier before work starts.
Application support is set up as an ongoing engagement with an agreed ticket volume and SLA, sized to the number and complexity of the applications being supported.
Related
The other services in this section, and related pages from TCB Infotech.
No commitment. Get an SLA proposal before you decide.
