Amovius offers a variety of application support options for software we have developed as well as your existing software applications. Our customizable “Service Level Agreements” (SLA’s) allow for extreme flexibility to meet your business needs. This could include round the clock 24 x 7 x 365 support, tiered support, or contiguous bucketed hours of support.

Tiered Support

Our Tiered support model provides application support to fit the needs of our clients. Located in the Florida Support Center, support models can be a blend of different tiers to create the right level of support for your business.

Tier One

The tier-one option provides dedicated first-response phone and email support based on your SLA using a predefined checklist of troubleshooting techniques to help identify the problem. Issues are tracked electronically using a ticketing system with updates and resolutions accessible online. Each issue is given a priority and severity ranking for further use in the support process.

Tier Two

The tier-two option allows escalation from tier-one issues and come in as a known software problems. At this phase a support engineer will pinpoint the problem and offers a temporary solution or work around so that business functions are not blocked.

Tier Three

The tier-three option allows escalation from tier-two issues and provides permanent resolution for known issues and bugs. These patches / updates are often pushed out on a scheduled basis and based on the severity and priority of the issues. Patches and Updates can be made during off hours to minimize any impact to your business.

Maintenance

Amovius provides ongoing maintenance for your softwar applications. This can include: database refreshes, minor bug fixes, security updates, configuration changes, and minor functionality enhancements to existing applications.