APPLICATION SUPPORT METHODOLOGY

Cambridge offers various resource models with unified support processes and robust infrastructure connectivity tying together client and Cambridge teams for seamless support. Cambridge undertakes to bring the best talent to implement a scalable support framework based on measures and metrics to continually benchmark, report and manage performance through well defined Service Level Agreements (SLAs).

We understand that transition of support is not an easy task to manage. In addition to knowledge transfer, process definition, data gathering activities, and infrastructure setup, Cambridge implements the support desk, which is fully aligned to client’s requirements.

Phased Methodology

Some of the highlights of our methodology are:

• A seamless transition of production application support from the client to Cambridge
• Support processes using ITIL framework.
• End-to-end coordination model providing single point contact for the business user.
• RACI model in defining clear responsibilities and accountabilities between multiple support teams and escalations.
• Prioritize workload effectively to tackle the business’ most critical issues first.
• Respond to and resolve all issues as quickly and efficiently as possible.
• Proactively monitor the environment to detect potential failures and prevent them from occurring.
• Interact with business users in a professional and concise manner and regularly throughout the entire support process.
• Track and analyze all issues to provide development teams with essential feedback to enable them to optimize the architecture for improved performance of systems.
• Report on performance accurately and regularly.
• Scalable model to provide expanded support coverage for distributed users across various locations