Application Support and Maintenance — Ndiema Infotech Limited

Ensures On Time Technical, Functional & Infrastructure Support based on Customer Requirements

Post go-live, organizations need a reliable partner that can ensure the smooth day-to-day running of deployed systems. Our Annual Maintenance Contracts are designed to provide technical & functional support options based on the unique requirements of our customers. For larger Customers, we also offer Managed Support Services, where you can avail of value-added activities such as capacity planning, performance tuning, IT collaboration, knowledge & risk management. As part of our support services, you can avail of the following benefits:

A 24*7 helpdesk

For some of our Customers, based on the support plan, we offer 24*7 remote help desk services. Given that we have global end-users that work in different time-zones, this service is essential for those Customers operating mission critical applications. In order to meet your unique support requirements, our service personnel will be made available on phone and e-mail to resolve any requests that are faced during the day-to-day running of your organization.

SLA based contracts

Customers have the option to enter into support contracts either with or without service level agreements (SLA). At Ndiema Infotech Ltd., we have set up a standard support workflow and have efficient call handling systems along with trained personnel that understand the importance of meeting the stringent service level agreements (SLA) that we set with all our customers.

Shared & Dedicated Resources

With Dedicated Resources, NITL will earmark a specific set of people for support, who would put in their efforts specifically and exclusively for that Customer’s calls/issues during the contact period, each working day. Alternatively, Customers can opt for the Shared Services Model, where the support resources will put in their efforts for a set of Customers (for similar services) during the services period each working day.

Knowledge Transfer

For new Customers, we conduct knowledge transfer and handholding sessions before full fledge support activity begins. This is required to facilitate smooth execution of the support service once the actual support activities start.

Software Licenses

For Microsoft & LS Central solutions, we also handle product license subscriptions & renewals for both on-premise & cloud versions.