Digital Design offers as remote as on-site maintenance and technical support for legacy systems, own applications of Customers and other vendors systems. Usually technical support/maintenance process includes additionally enhancement or modernization and documentation creation. Main characteristic of this process in Digital Design covers defined structure of maintenance/support process and provision of information system for technical support for customer requests registration, reports generation, documentation storage etc.

Maintenance process stages:

Picture 1

Technical support/maintenance project team and roles:

• Project/Service Manager
  • Manages operational questions
  • Controls the timelines and deliveries
  • Manages communications
  • Reporting and follow-up
• Analyst
  • Intranet sites analyses and design
  • Support/maintenance strategy preparation
  • Technical tasks for developers
  • Internal testing
• Developer
  • Bug fixing
  • Small-scale development
  • Workarounds implementations
  • Full system deployment
  • Configuration management
  • Environments support
  • Build preparation/automatic build process developing
• Tester
  • Acceptance test
  • Test plans developing, automatic tests developing
• Service Engineer
  • The 2nd level support and technical communications
  • Problems analyses
  • Proactive monitoring
• Technical Writer
  • Manuals develoment
• Deployment manager
  • Full system deployment
  • Configuration management

Technical support/maintenance project deliverables:

• SLA
• Communications plan
• Collection and analysis of additional features requirements
• All bug appeared during period are diagnosed, fixed, registered and analyzed;
• Testing and implementation of fixed features
• Implementation of changes in system configuration

Technical Support/Maintenance Project examples:

• Internet/Intranet portal maintenance for big Finnish group of construction companies
• On-site support team for Miracle
• Fully off-shore support team for Prince’s Trust