Our development methodology is robust and driven by a commitment to quality. Our long list of satisfied clients is testament to this. We also work closely with clients during Acceptance Testing to ensure that the software functions exactly as required.
Nevertheless, a minimal level of software defects is unavoidable, usually related to clarification of requirements. Changes to business processes, operating platform configuration, integrated systems and other external factors also require complex software systems to be regularly modified and maintained.
A structured support service provides peace of mind with the assurance that we will respond to any issues and requests for change in a timely and effective manner.
Our Support Service
Our support is delivered in a flexible manner to meet the specific requirements of each client and typically involves the following service elements:
- Meeting the service requirements of an agreed Service Level Agreement (SLA).
- Logging, tracking and reporting on issues reported.
- Researching issues to classify them as defects, user issues or changes.
- Provision of minor usability support to key users.
- Maintenance of a development and testing platform.
- Tools, configuration and connectivity to interface with client systems.
These services can be provided on a Time and Materials (T&M) basis, Fixed Price (FP) or a hybrid approach where core services are delivered for a retainer and the variable aspects are on a T&M basis.