Basic Application Management comprises all activities that are carried out routinely and continuously or regularly in order to keep the system stable. It also includes all emergency work required to rectify faults.
Contractually, these components are compensated at a monthly flat rate. This means that the service provider can act immediately and comprehensively in the event of malfunctions or incidents (in accordance with the specifications set out in the transition project).
Basic Application Management includes all basic technical and process services for the operation of the application. The central task of Basic Application Management is Incident Management and the regular operation of the systems.
Due to the complex interaction of the technical systems, which may be under different responsibilities, the services of the SLA must be defined differently.
The Service Desk is the single point of contact for our customers' key users. Reported faults are prioritized according to their fault class and the measures required to rectify the fault are initiated.
Fault qualification, prioritization, initiation of measures
Support by phone, email, web during the agreed Service Desk hours
Lifecycle management for tickets
On-call service in accordance with the agreed service level
Dedicated Service Managers work closely with customers to understand their needs and expectations. The Service Manager is the main contact person for all contractual aspects and prepares reports on the service quality achieved in the previous month, organizes and leads a monthly regular meeting.
The aim of Incident Management is to rectify faults or impending faults as quickly as possible using suitable measures (workarounds) and to minimize the impact on end users. This also includes contacting 3rd Level Providers to eliminate faults in downstream systems that affect the application being operated.
The creation of incident reports for priority 1 incidents is included in Incident Management. Fault reports for incidents with a lower priority can be requested as a service request.
Maintenance measures include the installation of updates for infrastructure components such as web servers, application servers, database servers and management systems.
Optimizations to the systems and major updates are mapped via Change Enablement.
Backup and Recovery Tests are used to coordinate the data to be backed up with the client and to configure the necessary processes. In addition, monitoring takes place together with the platform operators.
To carry out the data backup, the Contractor uses the mechanisms provided by the cloud provider for the respective service used.
The accessibility of the application from outside is monitored regularly and an alarm is triggered if it is unavailable. Relevant parameters of individual system components such as CPU and RAM utilization, IO and network throughput and storage capacity are logged and an alarm is also triggered when defined threshold values are reached.