Support & maintenance

DWS Support and Maintenance Services assist organisations with partial or full outsourcing of their ongoing support and maintenance activities.

Having supported applications for several clients in multiple technologies, DWS understands the importance of service levels and the details needed for a proper support structure.

These engagements range from ‘back-filling’ client internal support teams during peak periods, blended support teams to full outsourcing and facilities management of major core operational systems.

From our extensive experience, DWS offers a detailed set of plans and processes that can be used as templates for any organisation. Some of these plans and processes include:

• Operational support procedure
• Frequently Asked Questions documentation
• Problem and Change Management process
• Software upgrade projects
• Fault escalation process
• Support agreement template
• Fault docket handling process and procedures
• Support service level agreements
• Financial structures
• Invoicing process and procedures.