|
Wipro has a well-defined and mature production
support management process which allows effective
capture, reporting, tracking and resolution of
Issues. This process supports a distributed delivery
environment wherein work responsibilities can
be effectively divided between the various organizations
depending on the request / problem levels. Each
of these activities will be governed by service
level agreements (SLAs).
 |
Request
/ problem management |
|
Management of incidents |
|
Processing of incidents |
|
Work around |
|
|
Resolution |
|
Deployment of patches |
|
Root cause analysis |
|
Interaction |
|
| Support
level |
Role
/ Functionality |
| Level 1 |
Initial trouble shooting and diagnosis |
| Level 2 |
Technical support group and operations
applications support team |
| Level 3 |
Specialist team and application development
team |
| Level 4 |
Interaction and coordination with
third party vendors |
|
We are capable of providing
the following production support services to customers,
for the business critical applications with stringent
SLAs for response, work around & resolution
of issues.
|
24 hours X
7 Days a week |
|
16 hours X 5 Days a week |
|
08 hours X 5 Days a week |
Our unique value proposition
lies in our ability to
|
Provide the
help desk service |
|
Use global delivery model
for round the clock attention to the critical
issues |
|
Capture the knowledge gained
in the issue resolution for effective usage |
|
Use our alliances for getting
the support from 3rd party vendors |
|
Track the SLAs norms using
web tools which are transparent even to our
customers |
|
