Business systems now encompass the complete spectrum of activities performed by an enterprise. From traditional 'back office' systems such as accounts and payroll to direct operations; sales and customer service. Further the introduction of ERP applications that span across the complete business process workflow of an enterprise to specialized CRM applications; mean IT departments face the continuous challenge of supporting, maintaining and upgrading these systems.
To add further to this challenge many IT departments have to support disparate systems and the web of interconnectivity to keep applications talking to each other. Support and all that it entails has become the critical factor on whether an organization can leverage the power, reduce the 'Total Cost of Ownership' (TCO) and obtain faster 'Return On Investment' of its IT systems.
To address an enterprises support needs IBCS-PRIMAX delivers a range of support services - using the appropriate combination of on-shore/on-site, near-shore and off-shore models with emphasis on service management. Client 'Technical Assistance Request' (TAR), 'Change Requests' (CR) and the underlying service level agreement (SLA) can be implemented manually under our support model or integrated into the IBCS-PRIMAX iSupportNow web based ticketing application.
IBCS-PRIMAX support infrastructure includes:
- 24 by 7 onsite help desk
- 24 by 7 support center located in Dhaka, Bangladesh
- iSupportNow web based ticketing application linking end users to the help desk and support center
- Flexible callout program based on time and labor
- Customized application software support
- Oracle ERP application support, maintenance and upgrade
- Database backup, recovery, monitoring, preventative maintenance and performance tuning
- Application server support, maintenance, upgrading and performance tuning
- Advisory support services on hardware, storage, networking, introducing system 'High Availability' and platform standardization
- Outsourcing services
