AKRA TECH would assist in the management of the day-to-day maintenance of Oracle E-Business Suite applications and Provide technical expertise to identify/resolve high level system issues as well as assist users/finance personnel in correcting day-to-day operational issues.
During the course of the project issues would arise. Unresolved issues could impede the project’s progress. Effective issue management is a key element of project success. Our approach to issue resolution process is explained in the below Figure which provides a common understanding on how issues are logged, analyzed, resolved, approved and communicated.
Figure – Issue Resolution Process
AKRA TECH will categorize the issue based on the severity and impact and will provide the response accordingly, the resolution time would be discussed and timeline shared against service level agreements (SLAs) and key performance indicators, for example:
Severity and Impact
1 – Critical
Less than 30 min
2 – Significant
Less than 3 hours
3 – Minor
Less than 24 hours