Our Enterprise Integration Managed Support Service Offerings

Level 1 Support 

• Monitoring integration PROD environments Interfaces 
• Issue Identification and Ticket Creations 
• Ticket Acknowledgement 
• Ticket reassignment to other systems owners (if required) 
• Proactively inform users about issue and tentative timeline for fixes 
• On-demand FAQ support user communities 
• Escalation to L2 Support 

Level 2 Support 

• Periodic monitoring Integration PROD environments 
• Issue Identification and Ticket Creations 
• Ticket acknowledgements (system generated) 
• Ticket Reassignment to other system owners (if required) 
• Ticket Resolution based on issue priority 
• System Updates and maintenance 
• Disaster Recovery 
• Escalation to L3 Engineers 

Level 3 Support 

• Issues Root Cause Analysis (RCA) 
• Performance Tuning   
• Change Management 
•   Enhancements   
• Code Development   
• Code level Defect Fixes   
• Environment Simulation 
•   Version Upgrade/Migration  
• Disaster Recovery  
• Knowledge Management