Application maintenance

Miracle has a well-defined and mature application maintenance process which allows effective capture, reporting resolution of maintenance requests. This process supports a distributed delivery environment wherein work responsibilities can be effectively divided between the various organizations depending on the criticality of the requests. Each of these activities can be governed and monitored by SLA frame work:

• Requests management 

• Management of incidents 

• Processing of requests 

• Work around 

• Resolution 

• Root cause analysis 

Our application maintenance services deliver: 

• Reduction in TCO (Total cost of ownership) 

• Drive continuous improvements in quality of services 

• Improve applications stability 

• Reduce support costs thereby enabling more avenues to invest in our clients business strategic IT initiatives 

SLA measures/metrics: 

• Application maintenance productivity 

• Schedule compliance 

• Maintenance scope management 

• Budget adherence 

• Project status 

• Delivered product quality 

Our unique value proposition lies in our ability to: 

• Use global delivery model: Axon for application maintenance 

• Use the knowledge acquired in coming up with transformation plan 

  • Optimize 

  • Innovate 

  • Expand 

• Improve the productivity thus reducing the cost of maintenance 

• Provide consultancy on the disposition plans for the applications 

  • Transform 

  • Retire 

  • Consolidate 

  • Replace 

• Track the SLAs norms using web tools which are transparent even to our customers