Support & Maintenance - Albatroz (India) Private Limited

Post successful implementation and roll out of Clarity PPM to business users, organizations need to have dedicated personnel to handle incidents reported by the end users, work with users to handle how-to questions, access requirements, data related issues, functional and technical configuration changes, regular updates and patching of the application, etc.,

Albatroz provides top notch Clarity production support and application maintenance services to organizations during their business hours. Our support services are of 2 types

1. Solution Support Services

Solution Support (or) Production support service is for customer who are looking for L2/L3 technical support to help resolve the Clarity functional and technical issues reported by users. This type of service is usually bound by a Resolution Time Objective (RPO).

Albatroz has been delivering Solution Support services to customers in the middle east aligned to their business days/hours, with high customer satisfaction score. Albatroz directly liaises with the customer’s business users as well as the OEM (Broadcom) in case there are product related issues that need resolution from the OEM.

The Solution Support Services engagement can be anywhere from 6 months to 1-year contracts that renew yearly.

2. Application Maintenance Services (AMS) or Managed Services

Clarity AMS or managed services is a broader support services aimed at complete support of the Clarity application and will include the following

L1 Support – Responding to user queries and tickets as per the Service Level Agreement (SLA).

L2/L3 Support – This is similar to the Solution Support services, where the functional and technical issues on Clarity that require deeper expertise to sort.

Clarity Upgrades (for On-premise only) – Includes up to 2 Clarity upgrades per year. Albatroz engages with the customer when the new version of the product is released and executes the version upgrades as per the upgrade plan.

Continuous Development – A bucket of hours will allocated by the customer for Albatroz to implement minor enhancements on the product.

Health Checks and Monitoring – Daily monitoring of the application and database servers to ensure the performance parameters are optimal and all services are actively running.

Infrastructure Support – Optionally customers can subscribe to infrastructure maintenance that includes server OS patching, Database management, server monitoring, backups, etc.,