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Application Maintenance & Support

Whether you are planning for enhancements/upgrades to your existing implementation, need to supplement your existing ServiceNow team or just need some spot assistance with a specific issue, Xceltrait can support your ServiceNow administration and development teams with our multiple support models.

Our support models provide customers with:
· Lower costs and greater ROI
· Higher level of predictability
· Flexible capacity model

Shared Support

Clients are able to purchase blocks of work (hours / days) for L2/L3/L4 support. The support resources will be offshore based, with an option to deploy onsite / offsite resources. Xceltrait’s support teams are able to assist multiple clients while adhering to all support performance parameters (SLA, SLA performance). Clients have the flexibility of switching support models upon completion of periodic reviews or completion of initial block of hours.

Dedicated Support

In this model, Xceltrait assigns a dedicated team to provide consistent support over a period of time and can cover L2/L3/L4 issues. Resources can be assigned onsite, offsite, or offshore, based on the client’s need. Xceltrait offers support parameters (SLA, SLA performance) which further define pricing.

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