Mission-Critical Application Suite Support - Invesco Trimark
The Challenge
Key pain points included:
- Provide corrective and preventative maintenance on custom software
- Deliver timely incident response and root cause analysis
- Ensure availability for high-severity and after-hours issues
- Coordinate smoothly with internal Level 1 and 2 support teams
- Maintain a knowledge base and transition path for new applications
Need Corrective Software Code
Lack of After-Hours Support
No Internal Knowledge Base
The Solution
Konverge signed a formal Service Level Agreement (SLA) outlining the structure for Level 3 support. We provided dedicated personnel for application triage, bug fixes, emergency patches, preventative maintenance, and quarterly reporting.
Support services included:
- Corrective maintenance and root cause analysis
- Issue tracker integration for seamless ticket updates
- Preventative maintenance during low-incident periods
- SLA-defined escalation and severity handling procedures
- Seamless transition planning for newly developed or updated applications
Key Features:
- Dedicated support personnel with backup coverage
- Clear support tiers and a defined escalation pathway
- Quarterly status reporting with actionable insights
- On-call response for Severity 1 issues
- Time-banked enhancement hours for cost efficiency
Dedicated Support Personnel
On-Call Response
Status Updates with Actionable Insights
Business Outcomes
- Improved system reliability and user satisfaction
- Faster resolution of production issues with fewer outages
- Cost control via time-banked support hours
- A support model that scaled with evolving business needs
Why It Matters
For mission-critical systems, uptime is non-negotiable. This case demonstrates how structured support services ensure continuity while enabling adaptability.
“Support isn’t just about fixing bugs, it’s about sustaining confidence. Our SLA-based model gave the client peace of mind and proactive insights to guide improvements.”
— Sonia Couto, Managing Director, Konverge Digital Solutions
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