Application Maintenance and Support
For 10 years, Cloudteam has been providing application support and maintenance services to customers and proved to be a professional and reliable partner. We provide IT support for such companies as SieuViet, I-Glocal Vietnam, Structures Vietnam, NamHung Land, Tara Vietnam, SmartNet Vietnam, Propzy Vietnam, Chailease Vietnam and etc. Our services can be provided on a 24/7/365 basis.
IT Support Infrastructure We Offer
Cloudteam maintains the following multi-tier support that can be flexibly adjusted to your specific needs:
Level 1 support: Involves a user support team that receives queries in your preferred way – by phone/video calls, chat, and social networks, via email, using specific web forms or a tracking system. The Service desk team registers and prioritizes the queries collects the comprehensive description of the problems you faced, and either directly solves simple, previously documented issues or passes them to the next level of support. Support Engineer takes responsibility for the incident and provides status according to agreed SLA until its closure.
Level 2 support: Involves a trained technical support team that deals with system troubleshooting, monitors key performance indicators of the system as well as takes care of simple configuration issues, software installations, and routine maintenance.
Level 3 support: Involves a team of engineers with a deep understanding of the technologies and platforms used in your application. With access to the application’s server-side, the team fixes more complex issues – previously unregistered or requiring code reviews or substantial changes in the system. The engineers can also carry out complex configurations, database administration as well as server and network repairs.
With professional application support be CLoudteam, your company will:
Free in-house IT resources to focus on core competencies.
Improve service response and resolution time.
Achieve a smoother introduction of new product releases and upgrades to end-users.
Price Models Of Application Maintenance And Support
Time and Material (T&M): You receive the end-of-the-month invoice based on the work done for the ongoing support of the existing application.
Bucket Pricing: You pay in advance at a reduced hourly rate for a bunch of hours during which our specialists will deliver continuous support of the existing application.
24/7 Help Desk (Support Center): A dedicated team of our technical support specialists solves the emerging problems of the application round the clock for a monthly flat rate.