A project and relationship doesn't end when a website goes live.
At SPIKA we have extensive experience in supporting large-scale web programs year-in and year-out. Over the years, we have designed a streamlined, cost effective support infrastructure in which we can take full ownership of all activities involved in supporting and maintaining large-scale websites at the same time as working on enhancements and new functionality.
Some of the key aspects of the SPIKA Support program, and which is built into and fully covered by the annual support fee, are:
- Client Zone
Access to our bespoke support portal - SLA
From office hour support to 24/7 with 1-hour SLA, all depending on client needs - Support Helpdesk
We don't hand over to an outsourced call centre when the implementation is completed. The same team who built the client solution will continue to support the client for years to come. This gives a great sense of continuity and allows existing relationships to continue to grow. In addition it reduces the cost of support or risk of misunderstandings since the support team already knows the functionality inside out and has the whole history of the implementation - General Support and Incident Handling
Our clients get access to our bespoke ticketing system which keeps track of all incidents and issues as well as new functionality, sign-offs, costing and escalation. This system is the outcome of several years of providing first class support - Scheduled Release Handling
Our release handling is highly optimized and automated, and we plan a preliminary release schedule with the client at the beginning of each quarter, for example every 14 days. This helps both us and our clients to plan time, resources and priorities - Bug Corrections
It goes without saying that any issues with our software are corrected free of charge and automatically included in the next scheduled release - Monitoring and Preventive Maintenance
Working with large websites and databases has taught us the importance of staying ahead of the game. In addition to the normal scanning of log files and monitoring traffic and hardware performance, we have also designed a highly effective monitoring system which is integrated into all the solutions we build. This will send us automatic emails with potential issues or threats, usually long before they become apparent to our clients or their customers. This means that we can correct or tackle the issue in a controlled fashion, and roll it out as part of the next scheduled release at no extra cost - Management Reporting
We recognise the importance of providing our clients with the level of reporting they wish, so in addition to the access to our ticketing system we also compile monthly management reports - Daily Builds
Our internet-facing continuous integration environment is updated every day to enable our clients to follow the progress and see all new features as they are implemented - Document Management and Source Code Control
We provide all the support systems needed to manage and version control all documents and source code
