Product Enhancements— Adding new functionality (new apps, components, modules, interfaces, etc.)
Production support and application maintenance – corrective maintenance, bug fixes, production support and coordination with the L1 team if required
Mobile App Support Types
Aptude’s Mobile service support framework benefits from the fast amount of knowledge implementing Mobile based enterprise solutions across a number of platforms and technologies over the few years. In addition, Aptude’s mobile integration with internal as well as external enterprise client and vendor based applications provides a level of understanding beyond the mobile technology itself.
Dedicated Mobile App Support
Aptude deploys a dedicated team for the duration of the contract and the capabilities include coverage of L2, L3, L4 support. The team can be based at the client’s location, offsite (U.S. Based) and/or offshore per the requirements of the client. The model includes support SLA’s, Problem Management and communication / reporting
Shared or Retainer-Based Mobile App Support
This is a ticket-based or retainer-based model where a certain number of units or work hours can be purchased by the client and is focused around L2, L3 and L4 sup-port. Aptude’s support team supports multiple clients and has client level SLA’s. Normally, this support is provided offshore although it can be provide onshore (offsite) and onsite when needed. Semi-Annual reviews of the hour-utilization are measured to ensure efficiency.