Application Support
Oakton provides a range of support services for custom built applications. Business applications developed by Oakton, clients or other third parties, maybe supported locally, on-site, or remotely from Oakton on-or off-shore facilities.
The services embrace all aspects of application support from Level 1 “Service Desk” through to Level 3 “Technical Support” including liaison with third parties to support resolution of issues relating to network, infrastructure and interfaces with other vendor packages and products.
Oakton’s application support services are typically tailored to meet individual client needs including:
- Service level definitions;
- Response / resolution time targets;
- Support Hours (e.g, 24x7 or Business hours only);
- On-site or Remote support (On or Off-shore).
All application support services are based on Oakton’s SMO model and appropriate support standards / frameworks (e.g. ITIL) and may be delivered remotely from Oakton’s Australian regional Service centres and offices in Melbourne, Sydney, Canberra and Brisbane or from our Indian team located in Hyderabad.
The services include, but are not necessarily limited to:
- Incident and Problem Management;
- Change and Release Management;
- Application Monitoring;
- Continual Service Improvement;
- Application Enhancements;
- Assistance with Disaster Recovery planning and testing;
- Back-ups and restores;
- Service Reporting;