ACME adapts the Onsite-Offsite-Offshore model where we station a small number of support engineers locally with an offshore setup with dedicated team of professionals to get the project done on time and under budget.
We focus on long term benefit for the customers by identifying and correcting the root cause of each issue. Our maintenance and support process are governed by proper issue tracking and management, identifying workarounds until a permanent resolution is identified, and root cause analysis and correction.
Each issue will be discussed with the business users to understand it better. Any corrections suggested by the support developers are gone through an impact analysis to make sure the changes will not affect other functionalities of the system.