BlueSoft  possesses tested and effective procedures that allow it to maintain client's critical systems. The process is realized based on best ITIL practices. Combination of methodology and experience allows the company to effectively and efficiently solve maintenance issues and render highest level of services.

SERVICE RENDERING

We offer two system maintenance models:

• 7/24 (7 days a week, 24 hours a day)
• 5/8 (5 days a week for 8 hours a day)

Time-frame and all parameters are always adjusted to the client's needs, it is therefore possible to render services in a different model (e.g. 5/12).  We enforce rigorous contracts that guarantee 30 minutes of reaction time. SLA parameters are always determined individually based on client's needs and requirements. We maintain IT systems developed in various programming languages and technologies (Java, .Net, C++, Oracle, PHP, etc.)

PAYMENT MODEL

KPI model consists of designating the monitored maintenance factors. The factors are determined directly based on business needs. The following can constitute a KPI parameter:

• Average process completion time measured by an automated tool that cyclically repeats activities
• System availability
• Reaction and error handling time

In this model, the provider is responsible for offering solutions that ensure the fulfilment of requested parameters. Every change in the system is verified from the perspective of the influence of KPI. This model also assumes close cooperation between the client and the provider.

REQUEST HANDLING

Requests are handled through all available channels. The newest tools available on the market and applications developed based on the earlier experiences are used. In the case of companies with an already developed request handling procedure BlueSoft renders maintenance services based on the client's solutions using remote access. Available channels include:

• E-mail
• Telephone (Hot Line), IVR
• Electronic request and error handling systems, i.e.: Trac, JIRA, TracRecord, Remedy, Mantis

MODELS OF COOPERATION

We render support services on every organizational level:

• I Line of support - End users report problems directly to BlueSoft by email, phone and through request management systems
• II Line of support - BlueSoft analyzes and identifies problems sent by HelpDesk
• III Line of support - Analyzing and solving problems sent by the client's analysts