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The focus and intellectual efforts of many organizations are directed towards building
a new system to overcome business problems or needs, nevertheless they sometime
forget the equally large support costs.“Spending on operations usually takes up
over half the total IT budget, with much of the money going to support and maintenance.”
(Gartner 23rd December 2006). If you are not ready to move your development
projects offshore, you can certainly move to the application support service.
For many organizations, once an application has been completed, the original development
personnel are released onto new projects. In fact, often as the application enters
the testing phase, the development team is gradually reduced. Application support
in the west is often not seen as rewarding
and staff retention rate for those handling
this role is low. This is not true for our offshore developers. They are grateful
to be working on systems that have been produced in the west and enjoy improving
them. The first line of call for a customer support query can either be on the customer’s
site or at one of our affiliated offshore centers. The main difference is cost.
If onsite either the customer or 6EYE operates an internal help desk.
For offshore support 6eye Solutions offers the services through
the website or through email. 6EYE also maintains a team of offshore support analysts
and developers to handle second and third line support. Depending on the size and
scale of the application 6EYE can maintain a permanent team dedicated for the support
contract. Typically, by using Application maintenance service offered by 6EYE, there
is an overall cost reduction. The startup cost and training time required for the
support analysts is also reduced. |
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