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  •    ENCTCS - Application Support And Maintenance

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      Application Support And Maintenance

      We are working in these four levels



      Support: Level 1



      - Help desk support

      - Logging tickets with the right severity level and managing ticket lifecycle

      - Incident response

      - Incident resolution

      Support: Level 2



      - Production support for applications

      - Break-fix support and deployment

      - Ensure 100% compliance to SLAs for incident response and incident resolution

      - Guaranteed incident resolution for all production issues

      - Update tickets and escalate to next level as required

      Support: Level 3



      - Bug analysis, fixes and deployment support

      - Minor enhancements and deployment support

      - Preventative maintenance, fixes and deployment support

      - Provide full support to Level 2 team for all-hands-on-deck production issues

      - Update tickets and escalate to next level as required

      Maintenance: Level 4



      - Major enhancements and deployment support

      - System stability improvement through root cause analysis (RCA), fixes and deployment support

      - Provide full support to Level 2 team for all-hands-on-deck production issues

      - Update tickets

      Why ENCTCS ?

      We strive to achieve the zero incident status for all of our customers, taking the relationship beyond the contract through threse values:

      Visibility

      – Providing real-time visibility of current issues and a commitment to delivering against our client’s stated goals and objectives

      Velocity

      – Eliminating non-value adds within the business by cutting down wastes and providing powerful automation and optimization across applications

      Value

      - Simplifying the IT landscape through continuous improvement of our client’s application footprint and regular assessments towards reviewing current and target states, helping to achieve the target state through proactive obsolescence and self-funded transformation