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ERP Support

    iXDev provides a quality Cloud Business Applications ERP Support Service and SLA to its clients, who have critical business operations with a faster response rate and availability.

    iXDev team will deploy a sustainable cloud business application support model (ERP) with the following objectives:

    • Enable end-users / IT Team to be hands-off on routine operational issues.
    • Focusing on user satisfaction by proactively surveying users at set intervals to understand their issues and take necessary actions.
    • Process streamlining and standardization based on the ITIL framework.
    • Service Level Agreement (SLA) driven metric.
    • A formal process for governance, change management and communications under PMO (Project Management Officer).

    ERP Support Service Levels

    iXDev consultant may provide Level 1, Level 2 and Level 3 of iXDev Cloud Business Application (iXERP). Each level will consist of team/individuals with a defined skill level to handle tickets or issues of different complexities. 

    Cloud Business Applications Support – Level 1

    Help Desk Support: included with any subscription

    • Response time 48 Hours
    • Respond to all tickets sent to support email.
    • First-line of support from experienced support techno-functional analysts.
    • Special extended hours of coverage across 3 time zones.
    • Perform common problem resolution based on a knowledge management tool.
    • Works with Level 2 application production analyst or escalates issues to level 3 support.
    • 40% of issues are resolved at this level.

    Cloud Business Applications Support – Level 2

    Faster response time

    • Work together with the first line of support and escalate issues to level 3 support.
    • Dedicated full-capacity application consultants for customers.
    • Can be the same team involved in upgrade and implementation.
    • Perform application management, application monitoring, corrective maintenance, application administration, production environment, compliance and integration support.
    • Participate in testing for system problem fix, problem tracking, upgrades or new functionality.
    • Participate with the governance board to evaluate change requests for existing functionality or requests for new functionality.
    • Provide training for new functionality being implemented.
    • Raise service requests and monitor them with Level 3 and Development team.
    • Create specifications for development requests.
    • 70% of issues are resolved at this level.

    Cloud Business Applications Support – Level 3

    Dedicated Full Capacity Support

    • Handles request forwarded by Level 1 & Level 2.
    • Level 3 is majorly involved in performance tuning, bug fixing, field test & user acceptance, release management, implementation management, and approved enhancements.
    • Focus on change management involving coordination and implementation of the change of the problem management.
    • Involved in bug fixes, testing, rollout and feedback from iXDev Development team.