Software Factory Approach
Software Delivery Process
Testing Process
Software Maintenance Process
Skill Building Process

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Home > Process & Methodologies > Software Maintenance

Software Maintenance & Support Process

Acuita offers maintenance and support services to its customers as part of its service offering. Acuita has a clearly laid down methodology for such maintenance engagements. Over the years it has gained substantial experience in providing 24/7 maintenance support remotely, to its customers. Acuita has the expertise and ability to meet the needs and expectations to support the applications.

The maintenance approach adopted by Acuita to carry out the maintenance is cited below.

• Receiving the issue: The onsite technical support team receives the issue from client either through any of the following media like e-mail, telephone, mobile phone or instant messenger services. A ticket number generated would help the offsite team identify each issue.
• Study and Analysis: Once the problem Ticket issue is received, the Onsite technical team makes a careful study of the issue and analyzes its complexity.
• Estimation: After a through analysis the work estimation is made and it is placed before the client through an offsite support Manager. Based on the estimated time and priority, the issue is then scheduled to be resolved either by the onsite team or by the offshore team.
• Solution: The assigned team member(s) provides the solution as specified in the given task document in a scheduled time adhering to the quality standards, he also provides a standard document describing the work done.
• Testing: Test the changed code as per the Maintenance Manual. Update the documentation as required
• Log Maintenance: Logs will be maintained for future use by the offsite as well as offshore team for all the support issues that have come up.