Requirements
The client required a managed support model that could deliver:
Extended Support
10×5 managed support coverage, including on-call availability during weekends, off-hours, and holidays.
Efficient Issue Handling
Efficient issue management, including incident resolution, NFR (Non-Functional Requirements) handling, and structured backlog execution.
Reliable Service Quality
Consistent service quality to meet business goals and ensure seamless user experience.
Solution Delivered
Excelencia deployed a dedicated, multi-skill engineering team with expertise in Angular, Node.js, React, Java, and AWS Infrastructure to fully support and stabilize the customer’s product environment. Key solution components included:
Flexible Support Model
Flexible 10×5 support model, with on-call readiness for critical and high-priority issues.
Proactive Issue Management
Proactive monitoring and issue management, ensuring rapid resolution of incidents, NFRs, and backlog tasks.
Optimized Operations
Optimized operational workflows, tackling low-activity windows to reduce downtime and accelerate turnaround.
Scalable Support Framework
A scalable support framework, aligned with the customer’s growth roadmap and product evolution cycles.
Business Benefits
Through Excelencia’s managed support model, the client achieved:
Higher customer satisfaction, driven by reliable and prompt support response.
Improved operational efficiency, resulting in minimized downtime and faster issue closure.
A scalable and future-ready support structure, enabling sustained growth and alignment with long-term strategic objectives.
Interested in reliable product support or managed services?
Interested in reliable product support or managed services?
Let’s discuss how Excelencia can ensure 24×7 stability, faster resolution, and proactive application management for your business-critical platforms.
