Support

The support will be extended in terms of a Support Helpdesk, operational during the stipulated working hours of EAD. The support team will be:

• Handholding users in day to day application usage

• Fixing system errors in the functionality implemented (e.g. Workflow error)

• Assisting the users in overall functioning of the application

• Enhancements will be handled through separate change request process

The Support approach post go-live followed by Evosys is broadly divided in three phases which will be followed by a preliminary phase called command centre phase. The three phases will be as shown in the figure below:

Lead Phase: In this Phase of support, Evosys Consultants will take the lead in handling all the Queries and Issues from the End and Key Users and the client side Key User team will provide shadow support by just understanding the kind of issues which arise on a routine basis and the resolutions for the same.

Share Phase: In this Phase of support, Evosys Consultants and Client Support Team will share the support job. Priority 1 issues (Mission Critical Issues) will still be handled by Evosys Team, but priority 2 issues will be jointly handled by Evosys Team and Client Support Team. This is a phase wherein the client support Team will gain in confidence and maturity to handle the support task.

Shadow Phase: This Phase of support is exactly the reverse of the “Lead Phase”. In this phase Client Support Team will take the lead in handling all the Queries and Issues from the End and Key Users and the Evosys team will just provide shadow to them in getting the issues resolved. This is Hand-over phase of the support wherein the client support team is handed-over the support responsibility from the Evosys Team