Services

Customer
Support

We provide a comprehensive maintenance and support service to businesses, backed up with a complete Service Level Agreement (SLA). We have been providing maintenance and support services to our clients for over 14 years. Ranging from application development, bug fixes, Azure hosting, Azure monitoring, data migration and training.
Microsoft Azure Cloud Monitoring

Microsoft Azure Cloud Monitoring

We understand data availability is crucial for your business. Our Azure Specialist Support Team provides you with “piece of mind” and instant support, so that your system stays online without any downtime. We will provide you with a complete SLA (Service Level Agreement) for our monitoring, maintenance and support service.

Microsoft Azure Cloud Optimisation

Microsoft Azure Cloud Optimisation

We can analyse your existing cloud platform to pinpoint performance bottlenecks, underutilised or overburdened resources. We can also provide you with a detailed proposal and implementation plan to optimise your existing cloud services so that you can use its full potential without facing any performance issues.

Maintenance

Maintenance

Every custom developed project requires a custom maintenance plan. However, there are components such as hosting, database backups, disaster recovery and service monitoring which are key maintenance elements. We are a Microsoft Certified Silver Partner in Cloud Platform and we are also a Certified Microsoft Azure specialist in Cloud Hosting. We currently maintain and monitor more than 20 virtual machines in our Azure Cloud Hosting environment, with more than 200+ applications hosted.

As Azure Cloud specialists, we can help tailor the optimal amount of resources you need based on your requirements. This allows you to save and pay only for what you need. We always keep in mind scalability when designing your solution to cater for future needs.

We are proficient in full and hybrid cloud migration. We collaborate and communicate with your team to determine your technological needs and ensure the smooth transition into a managed cloud service.

Support System

Support System

We are using Zendesk Support System to receive support tickets from our clients. Zendesk it one of the most popular and easy to use help systems to manage support requests.

Our support team receives requests from clients and acknowledge the requests within one hour. If requests are for minor assistance, it can be instantly provided through the knowledge base. If requests are of a technical nature such as bugs or more complex operations, these are forwarded onto appropriate technical personnel to respond to.

Escalation of any support request can be made based on its urgency. Escalation levels are defined in the SLA document and the contact person who is responsible to deal with the specific issue. Software bugs are treated as non-billable items and we take full responsibility to fix all bugs. Response time to each support request depends on the nature and severity of the bug. However, all bugs are treated as urgent, with fixes and patches released as quickly as possible. All fixes and patches are released to UAT after consultation with the client, before being released to production.

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