.: Dextra Technologies :.

Business are continuously changing to newer and better technologies, with additional software features and improving the quality of their products. Dextra understands that organizations allocate significant portion of their budget on maintenance of current functionality and operations. Therefore, it is imperative that the costs of application maintenance become more effective and efficient.

At Dextra, we have evolved a well-defined and mature application maintenance process that allows meeting the rigorous CMMI requirements. Our Maintenance and Support service enables our customers to concentrate on their competences while preserving control over their IT applications or Engineering products.

Process

Our service begins from Applications Portfolio Analysis including Maintainability, to Application Management, Maintenance and Support (AMS). Each of these activities can be managed and monitored by Service Level Agreements (SLA).

The Application Maintenance process breaks down as follows:

Corrective Maintenance
Adaptive Maintenance
Preventive Maintenance

These processes are supported by delivery engagement models so that work ownership can be defined. The following activities represents the offering in a high-level perspective:

Requests Management
Management of Incidents
Processing of Requests
Provide Workarounds
Problem Resolution
Root Cause Analysis (RCA)

Support covers a wide range of activities consisting of both industry standard production support activities and client specific requirements. Suitability of transition depends upon the scope of support activities as defined by the client. Dextra methodology is designed to provide specific recommendations based on feasibility of transition (portfolio analysis results).

Dextra has developed an approach to taking the support functions and provide a seamless transition of responsibility of these activities while reducing costs.

Support Levels

Typically support of software applications falls into three categories, Level 1, Level 2 and Level 3, with support organizations aligned accordingly. There may be some overlap of responsibilities based on organizational structure, application groupings, and size of IT or Engineering department.

Dextra has delivery models to provide assistance at all three levels.

Simplified Process Map

Maintenance & Supports activities are organized in our processes, we follow clear procedures(continuously improved based on experience) to widely address and resolve incidents, problems, changes and configuration updates.

processmap