Management & Support

• Incident management – fixes to restore service quickly when problems occur
• Problem management – root cause analysis and permanent corrective actions to the problems reported
• Support center and escalation procedures
• SLA for bug fixing
• 3rd party application patch testing and application on to production
• 3rd party application maintenance and support
• Change management and control
• Software source control management
• Detailed application documentation
• Application release management
• Provide instructions on installation on production
• Installation of software if access is permittedLicense key management
• Coordination with development team to ensure bug fixing code does not impact development code and vice versa