SUPPORT

OVERVIEW

We have realized the need of starting several support services as there is tremendous work load on Client’s internal resources. We provided support services to numerous clients with proven track record of supporting client data infrastructure efficiently and helping them lower support cost while increasing performance and availability.
We provide full and supplement remote\onsite support. Our Operation Center is location in Central PA area in Harrisburg region PA. We constantly research and evaluate leading-edge support technology to ensure that our customers continue to take advantage of best-in-class support processes.




METHODOLOGY

We take extreme caution to make sure to not only start with the right piece of information but also to build it from there. And in order to achieve that here is our step-by-step approach to each project:-

  1. Preliminary Meeting: –
    • Contact and info sharing.
    • Project Scope and Schedule discussion.
    • Service delivery procedure discussion.
    • Q&A Session.
  2. Analyze Client Architecture: –
    • Gather environment details.
    • Analyze with our team of experts.
    • Allot matching resource.
    • Document and share the discoveries.
  3. Service Assessment and Contracting: –
    • Recommend Service options.
    • Discuss service option scope.
    • Agree to contracting term and conditions.
  4. Start Supporting: –
    • Start Support.
    • Perform tasks as agreed.
  5. Review periodically: –
    • Review the support work internally.
    • Schedule review meetings with Clients.
    • Discuss new findings.

CONTRACTING OPTIONS

  1. Full Services:-
    • 100% of your IT needs are fulfilled by our expert professional team(s).
    • We assume complete responsibilities of functionality, security, performance, availability and improvement to your environments.
    • Assign Primary and Secondary senior professionals to provide end-to-end high impact services.
    • Support new full cycle development and deployment as per application needs.
    • Perform system and performance checkouts daily.
    • Eliminate the costs associated with in-house resource hiring.
  2. Supplement Services:-
    • Help you to free internal resources for more transformative initiatives.
    • Provide high level professional support when you need it most.
    • Assign resources from pool of experts with at least one primary senior professional available at all times.
    • Provide proactive approaches to keep system run at peak performance.
    • Provide resource when your in-house resource is on vacation or in training.

Provided minimum hour* requirements is fulfilled, you will get discounted block of hours if further services are required.
Provided minimum hour* requirement is not fulfilled, contract will be Non-Proactive support and will not include SLA timeframe response for problematic issues.
However dedicated team of professional(s) will still be assigned to the Client in any of the contracting option.
Minimum hour*- these hours will be defined in the final contract agreed between ARDOR GLOBAL SOLUTIONS LLC and Client.