Typically, Handholding, Troubleshooting and First Aid services are required immediately after the "Go Live" of an implementation or upgrade, when the new or enhanced system is used in Production for the first time. Where SOFGEN is responsible for an implementation or upgrade, we coordinate the physical presence of vendor help desk staff immediately before and after any "Go Live" to improve response times on critical issues. The physical proximity of vendor staff to SOFGEN staff helps with communication, error replication and context and enables better access to the vendor help desk.
As live systems evolve, as patches are applied or new functionality is used, even the most stable systems can encounter critical problems, which occur on an ad-hoc basis. SOFGEN has a support network in place to handle this type of problem at the service levels which banks require.
We have dedicated support resources at our R&D centre in India complemented by our consultants, available in all time zones as a result of our global presence. For serious and complex problems the resolution of which requires a mix of both functional and technical knowledge over and above that normally required of a 1st and 2nd line support operation, we are able to deploy a "follow the sun" strategy, making our most senior consultants available remotely 24/7 from Europe the Americas and then Asia as customer geographies require.