With any of our outsourcing programs, the Helios & Matheson Support and Maintenance Center can provide both cost savings and improved service levels for your company. Our experience in system support is based on a long history of successes and has resulted in a collection of field-tested best practices and methodologies.

 

Helios & Matheson will utilize its proven outsourcing methodology to deliver maintenance and production support services for your applications. Our methodology includes four phases: Initiation, Transition, Operation, and Retirement/Replacement.

 

During the Initiation phase, Helios & Matheson will integrate with your current support team and obtain all elements necessary for a successful knowledge and data transfer. We will identify any information gaps. A formal Service Level Agreement will be determined and agreed upon mutually during this phase.

 

The Transition phase is where the Helios & Matheson team will work with your team to provide maintenance support and respond to user requests. By the end of this phase, the Helios & Matheson team will be taking the lead in handling support issues.

 

During the Operation phase, Helios & Matheson will provide reports detailing system operation metrics. Monthly status reports will contain activity logs and detail any issues requiring attention. Engagement Report Cards will be issued to monitor the health of the engagement.

 

Retirement/Replacement can be triggered during the support engagement. During this optional phase, Helios & Matheson will provide its expertise in system development to assist in any necessary tasks.