Zolon's Application Support Solutions are tailored to support critical enterprise systems such as mainframe applications, mid-range iSeries applications, web-based applications, custom-developed applications and packaged software applications. Zolon responds to its clients’ support issues according to clearly defined Service-Level Agreements (SLAs) that are custom-tailored for each engagement based on the client’s requirements. Application Support engagements are structured through flexible commercial arrangements that can leverage Global Distributed Delivery teams to ensure scalability-on-demand. Typically, Zolon provides three levels of support:
- First Level – Zolon handles issues that can be resolved by a dedicated Helpdesk team, typically on a 24x7 basis.
- Second Level – Zolon’s dedicated development team performs complex and effort-intensive issues escalated from First Level.
- Third Level – Involve's interaction with clients’ third party software vendors to resolve issues.
And if you choose to have your applications supported offsite or offshore, Zolon facilities have completely networked workstations and a Process Asset Library--a centralized process portal that contains processes, workflows, tools and templates for all Capability Maturity Model Integrated (CMMI) process areas--as well as our ISO 9001:2000 registered Quality Management System (QMS).
We also ensure 100 percent, secure uptime:
- Data Transfer –Internet connectivity is via a dedicated International Private Leased Circuit. Deliverables are provided via FTP data transfer from Zolon’s FTP server--ftp.zolon.com. A virtual private network can also be set up upon client request.
- Data Security – Zolon places high priority on information security and can accommodate a wide range of client requirements. Data transfers are restricted with a username and password; firewalls are deployed at the periphery; and the network is divided into separate VLANs for each project. We can also accommodate requests for PGP encryption.
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