Espire is a provider of full-spectrum software services, right from development to support & maintenance, covering the entire application/product life cycle. Espire's world-class and technology-driven support & maintenance services address all requirements and include:
- Application/ product maintenance
- Bug fixing
- Enhancement services
- Post release support
Espire successfully uses its industry experience, domain expertise and talented professionals to provide clients 24X7 application and product support & maintenance services. Espire has grouped its Support & maintenance services into the following three major categories:
- Clear roles & responsibility definition with the client
- Clear services management structure with clear escalation metrics
- Vast knowledge base
- CMMI Level 5-assessed and ISO 9001:2000-certified quality processes
- Stringent Service Level Agreements
Espire offers a comprehensive spectrum of support & maintenance services:
Espire offers Level 1, Level 2, and Level 3 support teams:
Espire's Proprietary Service Management System:
Espire Infolabs harnesses its proprietary customer helpdesk software application - Espire Service Management System (ESMS) - a robust, full-featured Web-based IT helpdesk software designed to handle any IT infrastructure issues without intensive training or desktop installation.
ESMS puts the customer in the Support & Maintenance project's driver's seat:
- ESMS is Espire's proprietary helpdesk application developed by Espire to facilitate the company's global delivery model. Espire leverages on the features and functionality provided by ESMS at no cost to its global customers.
- ESMS provides distributed and geographically-diversified teams an integrated view of all aspects of the Support & maintenance project lifecycle, from planning to execution.
- ESMS provides a simple interface allowing entering, tracking and resolving any IT helpdesk request or issues. It records every action taken on the issues and provides a workflow for assigning these request or issues and their closure by the respective team member within the defined SLA.
The following image depicts a summary of all issues logged in by a particular user for a particular project, categorised based on their status in ESMS:
ESMS also graphically renders the data of a vast array of reports. For example, the following image depicts a graphical report provided by ESMS on open, ready for test, closed and other issues:
To discuss how we can help your organisation, send us an e-mail.