Once a system has gone ‘live’ (production phase), Technopolis S.A. stays tuned to provide complete, high grade maintenance and support services, paired with a contract-binding Service Level Agreement (SLA) if required.
Customer requests are submitted to Technopolis S.A. and entered into its “Issue Tracking System” the company uses for such purpose, irrespectively of the request’s nature. Every request can be further discussed or explained after its submission, so as to provide any additional necessary details.
The request is entered into the “Issue Tracking System”, defining its priority and criticality, according to the level of quality support services each customer is entitled to receive. Each request is awarded a unique Issue number (trouble ticket) and – depending on its nature – it is assigned to the first available engineer of the Technical Department for troubleshooting and resolution.
Each submitted request is handled via a specific workflow with discipline depending on its status. It is possible that a certain request requires involvement by many members of the Technical and Customer Care Departments. Each member is responsible of updating the “Issue Tracking System” with every action that has been taken related to the issue, so that all parts involved in an issue be fully informed in every detail, while at the same time a full history of the actions taken for the solution of the problem is created. This workflow is followed until final resolution is provided and approved by the customer.
After the request is resolved, complete information about the nature of the problem, the solution applied, the time-to-solve and other technical or business details and metrics concerning the request that have been recorded within the “Issue Tracking System” can be found and provided to the customer upon request.
New Releases & Updates
Since customer requests may include or refer to necessary upgrades and patches, which must be applied to the customer’s test and production system, Technopolis S.A. has incorporated a thorough Concurrent Versioning System (CVS), so as to control all of its systems’ major and minor versions installed in all its customers’ systems.
All new versions, major or minor, are first installed on the “test environment” installation maintained for each customer separately. The customer’s staff is then notified accordingly, so as to verify the compliance of the new version against the current configuration environment. Upon verification notice of the new version’s conformity by the customer, the new version is then installed on the “production environment” installation as well.
Service Level Agreement (SLA)
Service Level Agreement is usually attached as an Annex to the contract between Technopolis S.A. and the customer, describing the metrics that will be used to measure the quality of the recurring services to be provided (managed hosting, software maintenance, first & second level technical support, system monitoring), upon which Technopolis will be committed to deliver.