Support & Maintenance
Support and Maintenance is a "vital" but not central part activity for many software companies. Organizations typically have many applications and software products in use and so outsourcing the support and maintenance activities give significant values and cost benefits to these organizations. As well product development companies gain competitive benefits by outsourcing support and maintenance and focusing more on delivering of new products and its versions.

X-mx onshore-offshore model allows us to offer 24/7 support and maintenance. We Provide support via phone, e-mail, IM chat and if desired, through web meetings. In our typical onshore-offshore model, the onshore team is responsible for onsite troubleshooting, handling user doubts and resolving them, while the offshore team will be responsible of handling major issues, product enhancement, Documentation writing and bug fixing. However, the precise tasks and responsibilities of both the onshore and offshore team are decided with conversation with the client.

X-mx Solutions experts understand your business requirements and therefore provide you cost effective support and maintenance services. X-mx have the right blend of strong management team, technical expertise, state-of-the-art infrastructure, matured processes, commitment, dedication and desire of adhering to excellence standards. Our support and maintenance services includes

  • Software product support and maintenance
  • Remote network security management
  • Remote database management
  • Legacy application support and maintenance

Our time to resolve and time to respond depends on the severity level of Problem Request. We classify three levels

  • Severity Level 1: System is down or is not working, and this has severe impact on business. Time to respond is one hour and we try our level best to resolve the problem in one day.
  • Severity Level 2: Malfunctioning that has impact on industry, but workaround is accessible. Time to respond is from 4-24 hours. Time to resolve will depend on the intricacy of the problem.
  • Severity Level 3: Malfunctioning that does not have any major impact on industry. Time to respond is 24 hours. Time to resolve will depend on intricacy of the problem