L1

Log all requests submitted via email, phone, online ticketing system Prioritization of requests.

Solving basic user issues.

Providing issue status updates as per agreed SLA till resolution.

Pricing model: Price per ticket – As per mutually agreed L1 ticket cost to be paid at the end of the month for the number of tickets we resolve.

L2

Troubleshoot even the most critical incidents within a short duration of requests.

Administration of production environment and user accounts.

Optimizing software installations, services, and tools.

Investigation of logs for issue root cause analysis.

Pricing model: Price per ticket – As per mutually agreed L2 ticket cost and you pay at the end of the month for the number of tickets we resolve.

L3

Investigate, identify, and fix complex issues by making changes to the code and database.

Root cause issue identification and resolution.

Rolling out patches and hot-fixes.

Correction of customization issues.

Pricing model: Monthly subscription fee – you pay each month for continuous L3 support services at a mutually agreed hourly rate.

Performance Management

Daily performance monitoring to detect and resolve negative trends.

Routine app performance and usability testing

Routine load, stability, scalability testing

Continuous performance and UX optimization

Security Management

24/7 security monitoring, routine audits, incident management.

Scheduled app vulnerability and misconfiguration diagnostics.

Prepare vulnerability reports.

Security and penetration testing.

Stress testing (simulation of DoS/DDoS attacks).

Security improvements.

Compatibility Management

Periodic review and upgrade of software, plugins and library versions.

Detect and resolve version conflicts.

Third party API upgrades.

Enhancements

Refine existing functional modules.

Develop new product features.

Propose new features based on user feedback.

Conduct feasibility studies and ROI calculation.

Add software integrations.