ennVee has a well-defined and mature production support management process which allows effective capture, reporting, tracking and resolution of Issues. This process supports a distributed delivery environment wherein work responsibilities can be effectively divided between the various organizations depending on the request / problem levels. Each of these activities will be governed by service level agreements (SLAs).

• Request / problem management
• Management of incidents
• Processing of incidents
• Work around
• Resolution
• Deployment of patches
• Root cause analysis
  

We provide the following production support services to customers, for the business critical applications with stringent SLAs for response, work around & resolution of issues.

• 24 hours X 7 Days a week
• 16 hours X 5 Days a week
• 08 hours X 5 Days a week
  

Our escalation based support hierarchy is as follows:
Support level Role / Functionality :
Level 1 :Initial trouble shooting and diagnosis
Level 2 :Technical support and applications support team
Level 3 :Specialist team and application development team
Level 4 :Interaction and coordination with third party vendors