Engaging with Softenger, our customers have one stop solution for their Infra as well as Apps support requirements. Various engagement models that we offer have been evolved while working with our esteemed customers for past two decades and offer options from Onsite Staff Augmentation type engagements to Remote Support Managed Services offering from Softenger facility.

1. Enterprise IT Application
Support & Management Services
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2. Why Application Maintenance and
Support is required?
 Disruption in service – the backend infra and servers handling user traffic
may face downtime or go stale in absence of server monitoring and in
absence of server maintenance
 User feedback or bugs reported by real users go un-attended
 No one reviews logs of application to witness app crashes or how it is
behaving in real traffic
 There will be no vigilance into health reports of app or into its
performance
 App is wide open to new hacks and security vulnerabilities as new
viruses, new phishing and malicious attacks are detected each day.
 Difficulty in scaling into new countries. languages, location, date, time
zones etc.
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3. Application Help Desk Support
Application Maintenance Support
Application Enhancement & Customisation
• Filters Help Desk Calls And Provides Basic Support And Troubleshooting
• Catch & Dispatch - Gathers And Analyses Information About The User’s Issue And
Determines
• Escalate To IT Applications Support Or Calls For Outside Vendor Maintenance.
• Maintain & Manage Knowledge Base.
• MIS Reporting
• Break Fix - Incident Investigation, Troubleshooting, and Management
• Handling Configuration issues & Software installations,
• Patch management & Root Cause Analysis (RCA)
• Preventive and Proactive Maintenance and Support.
• Banking solutions - Murex, Finacle or Sunguard products
• ERP or CRM products - SAP, PeopleSoft, Navision
• BI Solutions
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4. The Application Maintenance and Support services provides a set
of process frameworks, a pricing engine and a flexible
governances model to transform support services to improved
productivity, achieve higher operational efficiency & cost
• Enhancement Services As Needed
• Analysis And Research
• Build And Finalize Project Plan
• Design A Custom Services Component
• Implement Management Services
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5. 3 Phased of Approach
Transition Phase
 Covering Activity like due diligence, knowledge acquisition, shadow support and primary
support
Transformation Phase
 Covering gap analysis, identification and implementation of solution components
depending on requirement, baselining KPI's and LSA.
Continuous Improvement Phase
 Is base on best practices - business results impact by Softenger technology (Br ITE)
Framework, an integrated process to address the varied services challenges and continuous
improvement by the quality framework with baselined KPIs and SLAs
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6.  Enterprise Application Support and Maintenance
 Enterprise Application Development
 Bundled Infrastructure and Application Support offerings
 Managed Services
 Instance Consolidation
 24x7 Service Desk
 Technical Operations
 Factory Shared Services
 Application Portfolio Optimization
Softenger Enterprise Application Management and
Support (AMS) Service Offerings
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7. All rights reserved © Softenger
OUR PROMISE
“
WE DON’T JUST IMAGINE THE FUTURE,
 WE HELP YOU GET THERE
WE DON’T JUST DELIVER RAPID RESULT,
 WE CREATE LONG TERM VALUE
WE DON’T JUST FOCUS ON THE DESTINATION,
 WE PROMISE A GREAT JOURNEY
”
Value
Proposition
Service
Excellence
Innovation
Collaborative
Approach
Transparency

8. All rights reserved © Softenger
Over two decades, Softenger has been recognised as one of the go to partners by our clients when
it comes to infrastructure support. We have not only diversified our service portfolio beyond
infrastructure support but have also increased our geographical foot print in past few years. The
value adds we have offered through our services and relationships we have built with these
Clients across regions have time and again demonstrated their trust in us.
Banking & Financial
SOFTENGER CLIENTS

9. Manufacturing / Maintenance
Technology
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10. TO REACH US
India - Pune
2B Demech House, 814 Law College
Road, Pune 411 004
Contact Person : Ms. Gauri Ghorpade
Email : Gauri@softenger.com
Phone : +91 20 25654714
Singapore
10 Jalan Besar, #13-08 Sim Lim Tower,
Singapore 208787
Contact Person : Ms Parvathy
Email :Parvathy@softenger.com
Phone : +65 63923029
Malaysia
A-G-12A, SME Technopreneur centre 2,
2260 Jalan Usahawan 1,
63000 Cyberjaya, Selangor, Malaysia
Contact Person : Mr. Gopal
Email : gopal@softenger.com
Phone : +603 83224557
Hong Kong
Suite 605, 6/F China Insurance
Group Building
141 Des Voeux Road central,
Central Hong Kong
Contact Person : Mr. Manoj
Email :manoj@softenger.com
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