For 20+ years, eProSoft has been providing application support and maintenance services to customers and proved to be a professional and reliable partner. Our services can be provided on a 24/7/365 basis. Our application support specialists have vast experience in providing support in various regional areas.
Level 1 Support: Involves a user support team that receives queries in your preferred way – by phone/video calls, chat, and social networks, via email, using specific web forms or a tracking system. The Service desk team registers and prioritizes the queries collect the comprehensive description of the problems you faced, and either directly solve simple, previously documented issues or passes them to the next level of support. Support Engineer takes responsibility for the incident and provides status according to agreed SLA until its closure.
Level 2 Support: Involves a trained technical support team that deals with system troubleshooting, monitors key performance indicators of the system as well as takes care of simple configuration issues, software installations, and routine maintenance.
Level 3 Support: Involves a team of engineers with a deep understanding of the technologies and platforms used in your application. With access to the application’s server-side, the team fixes more complex issues – previously unregistered or requiring code reviews or substantial changes in the system. The engineers can also carry out complex configurations, database administration as well as server and network repairs.
Adaptive Maintenance and Support: We can help you make the necessary modifications and revisions to your software for the transformational needs of your business. Here is an overview of what we do as part of application software maintenance - Data format change, localization and regulation change, hardware configuration change, support utility modification, and operating system integration.
Corrective Maintenance and Support: We help you fix errors in your software system, whether they are logical errors, coding errors, or design errors. Moreover, we investigate any bug that may arise in your software algorithms.
Perfective Maintenance and Support: Constant upkeep and special attention are needed to make the most of the technology for your business. We examine your software thoroughly for modifications, rectifications, editing, deletions, additions, and enhancements that it may need, and take necessary action.
Preventive Maintenance: Proactive and Preventive - that is how we define the efficiency of our application software maintenance services. Based on customer feedback and past incidents, we prepare your software for future requirements of your business.
Upgrades: Software Version Upgrades & Functionality Upgrades
Migration: Database Migration & Language Migration
Support: Post-release Support, Operational and Helpdesk Support
Maintenance: Packaged Software Maintenance, Website Maintenance, Custom Application Maintenance, Long-term Maintenance
Enhancements: Application Enhancements & Performance Enhancements
Other Support Services: Porting, Software Re-engineering, Request Based Software Services, Bug Fixes, Defect Resolution, Change Request Handling, Configuration management, Status Reports
Requirement Collection: We will acquire the documentation and processes followed by your developers. The details will help us determine maintenance objectives.
Program Analysis We will rely on knowledge sharing on enterprise applications to decode the program objectives. This will help us interpret the complexity and self-descriptiveness
Maintenance Proposal: We will arrive at the best maintenance strategy and the maintenance proposal will be furnished for your approval
Evaluating Infrastructure Stability: We will analyze the extendibility and stability of the infrastructure to understand the potential for the ripple effect
Testing: The maintenance protocol, once implemented, will be vigorously tested for ruggedness and reliability. If necessary, ongoing preventive maintenance efforts will be provided
Once approved for release, we will compile our response and actions in a legible report for recordkeeping and future reference Our Software Maintenance and Support Process
Is it safe to say that you are having complex software frameworks and applications from different platforms and mergers needing upkeep and backing?
Is your IT office regularly decreased to acting like a helpdesk?
Is it accurate to say that you are over-burdened with ordinary upkeep and backing of programming applications, with no time for improvement and upgrades?
At eProSoft America Inc, we provide dedicated software maintenance and support services that will enable you to concentrate on your core business functions. We are a team of expert software professionals with diverse skills, a passion for the job, and over a decade's experience in the industry. We provide you with effective long-term continual maintenance and real-time support services for all your software requirements.
IT Support & Maintenance Services We Provide for eCommerceWe proactively handle the maintenance of software to ensure that your software is bug-free at deployment. We follow the best application software maintenance practices to make your software robust and secure. Our software support services include
Adaptive Maintenance and Support
Corrective Maintenance and Support
Perfective Maintenance and Support
Preventive Maintenance
For any issue internal users creates a ticket and track it using Ticketing tool (Ex: JIRA,BugZilla,Tasks).
Further follow up on the status of the ticket is done by Assignee and Reporter of the concerned ticket raised via ticketing system by creator.
Once the issue is fixed Reporter updates the ticketing tool and changes the ticket status to Resolved and update/inform the Assignee.
Tickets raised via SAP portal are followed up by L1 and L2 support parallely.
Tickets raised via SAP portal are followed up by L1 and L2 support parallely.
L2 support updates the issues and status via email and ticketing tool to management. They also maintain the communication with SAP via Phone and SAP Support Portal and monitors the infrastructure and ticketing system using the 3rd party apps for eCommerce application.
The issue raised via SAP Support portal is updated to both L1 and L2 support, which will be updated to the Internal users and management parallelly.
L2 support updates the issues and status via email and ticketing tool to management. They also parallely maintain the communication with SAP via Phone and SAP Support Portal and monitors the infrastructure and ticketing system using the 3rd party apps for eCommerce application.
Environment and build support team help to release the builds to SCM via deployment to eCommerce application.
Infrastructure support team works on Hybris upgrades which is followed by development and QA Team and executed in eCommerce application.
A qualified partner to transition the responsibilities for managed services and support of their environments. The role of the new partner is to provide continued e-Commerce application environment support, source code management and holiday readiness testing. Below are the service requests re-organized into the below categories.
Provide pre-scheduled performance testing and monitoring for anticipated eCommerce Platform peak holiday season volumes.
Provide source code management and release support for Dev-team to maintain and expand eCommerce portal.
eCommerce dev-team, internal users, and business users needs a 24x7 support team to manage, resolve, escalate issues related to eCommerce platform.
Also referred to as back-end support, will provide monitoring, reporting, triage SAP and other systems alerts, build and deploy changes made by dev-team.
Provide coordination among various internal and external groups such as Dev-team and other partners and vendors to support eCommerce platforms build releases. Ensure that SLAs are met.
Approach Drivers play a vital role in the field of eCommerce. The most important ones are:
Cost Reduction.
Global Scale
Process Innovation
Sustainable Skills
E-commerce also can reduce transaction costs by streamlining supply-chain management and distribution. If a store expands its product selection online, more orders can be shipped from the warehouse or wholesale directly to the customer. The store can now serve lucrative niche markets.
Global eCommerce is selling products or services across geopolitical borders from a company's country of origin – normally defined as its founding or incorporating location. Products or services are sold into non-native markets, via online sales and marketing. Scaling a business means setting the stage to enable and support growth in your company. It means having the ability to grow without being hampered. It requires planning, some funding and the right systems, staff, processes, technology and partners.
A process innovation is the implementation of a new or significantly improved production or delivery method. This includes significant changes in techniques, equipment and/or software. Process innovations can be intended to decrease unit costs of production or delivery, to increase quality, or to produce or deliver new or significantly improved products.
Sustainable skill is a skill to develop the requirement that meets the needs of the present without compromising the ability of future generations to meet their own needs.
E-commerce also can reduce transaction costs by streamlining supply-chain management and distribution. If a store expands its product selection online, more orders can be shipped from the warehouse or wholesale directly to the customer. The store can now serve lucrative niche markets.
As your trusted partner, eProSoft never tires of optimizing your site and your conversion rate. We are committed to continually upgrade the content on your eCommerce website by researching the latest trends in your field, communicating with you, and staying ahead of your competition.
Certified Team of Software Maintenance Experts.
24/7/365 Support
Best-in-class Infrastructure
Scalable Services
Robust Data Management Policy
Onboard IT Maintenance and Support services 24*7
With eProsoft’s IT Maintenance and Support servicesour e-Commerce customer able to plug the gaps between development, QA & operations.
Mitigate Business Risk
Improve Performance
Increase Quality
Improve process
With wide range of customer base our e-Commerce customers choose our IT Maintenance and Support servicesto improve the productivity and identify traceability metrics.
eProSoft’s IT Maintenance and Support services enable customers to mitigate the business risk by providing different levels of support involving highly skilled technical teams.
With eProSoft’s IT Maintenance and Support services our e-commerce customer increases the Quality and process
eProsoft’s IT Maintenance and Support our e-commerce customer mitigates to have minimal or zero business impact especially around peak shopping season.
Our e-commerce customers are adopting our IT Maintenance and Support services and experiencing following results.
Customers are able to mitigate the risk by proactive monitoring
With zero down time customers are able to experience the increase in footfall
eProSoft’s 24*7 Support began to show results to the business by proactively act on the business needs around the peak shopping season.
