Support & Maintenance

Level 1 Support: The user complaints (tickets) are received and acknowledged by the Call-Center. The extended support for after office hours will be provided by the onsite Extended Support Team (EST) from RJ WinSys for a 24 x 7 Operating Model. The call Center or the EST will open a Problem Ticket for every user issue and will be responsible for tracking it to closure.

Level 2 Support: Calls will be escalated by the Call Center to the functional helpdesk - from RJ WinSys and supported from Offshore on need basis. This team would be responsible for resolving all functional issues raised by users. This group will also prepare Business Requirement Document for any discretionary and non-discretionary services. They will also do functional testing and support the other groups in the delivery process. They will generally work during the normal business hours and will be on call during after office hours and weekends.

Level 3 Support: This is the technical services team from RJ WinSys Offshore. This team handles the calls escalated by Level 1 or Level 2 support teams.

Level 4 Support: These are the external entities or suppliers who provide support services to RJ WinSys. They include Product vendors, Network Provider and the maintenance contractor.