Services
Customer Support
Sryas aims at providing prompt, high quality service enabling clients for a smooth and seamless transition in adapting to the new applications/business processes and achieve maximum value from their IT investments. Sryas assigns a dedicated and specialized support team to every client depending upon the project. Our Support team members are experienced professionals and are committed to providing timely resolution for any application or connectivity issues that may arise.
Maintenance Support
Sryas provides a robust support mechanism to efficiently handle any operational issues with respect to defect fixes/ modifications/ enhancements as required by the customer. Sryas support services include
- Resolving queries and issues arising during the support period
- Restoration of application/data in the event of hardware/software/operating system failure.
- Application of patches to the operating system/systems software provided to the customer.
- Restoring the databases from backup /disaster recovery site in the event of failure.
- Assist customer in entering/recreating the data in the event of data losses
Modes of Support
Sryas provides both onsite and offshore support based on the customer requirements. Sryas personnel will attend to the calls and will advise appropriately on the bugs that are reported. Any complaint received by the support personnel or lodged with the Telephone based helpdesk or logged thorough email will be acknowledged with a complaint number and the level of severity. The same will be verified physically by the local support team and the severity level shall be changed if required, based on the diagnostics carried out by them. If the application requires a patch management support, based on the severity and criticality to the application, the time frame shall be decided and necessary action shall be taken up by the respective groups.
Support Process
The generic process followed for Software Maintenance and communication process when the customer logs in complaints (if any) is detailed below:
- Problem/Case Reporting
- Problem/Case Simulation
- Analysis
- Defect Fixing
- Fix Verification
- Shipment
- Implementation & Closure
On-site Support
Sryas will provide on-site support to the customer as per customer requirement. The resource deployed for providing the support would perform the first level defect simulation/resolution and if it cannot be resolved, the same will be escalated to the Global Support Centre. The support personnel deployed at the customer site during the support period are ensured to be experts in the application and also capable administrators of the Database and System Software.
In the event of any fixes or bugs, which arise in the system, it will be fixed with support from the global support centre.
Off-Site Support
In the event of problem requiring support from Global support centre, in terms of a patch or fix, the details of the same shall be passed onto the Global support centre. The complaints received from the local support personnel can be logged into the defect tracking system that will be allocated for fixing.
Remote Diagnostics
Sryas has a dedicated support centre to provide application support. The Support group broadly consists of three functional groups namely Defect Simulation and Analysis group, Maintenance group and Defect Verification & Shipment group. The Defect Simulation and Analysis group simulates the problem reported by the customer and either provides a clarification or registers the problem as a defect. In the event of a clarification, the on-site support team shall help the end user in resolving the problem with the help of the Global Support Centre. Remote diagnostics is suggested for any bug fixes and user problems, which may not get resolved over the mail/telephone. The Maintenance group forms the core team responsible for providing all defect fixes/modifications/enhancements. Sryas ensures that the patch is fully tested before shipment.