1. The key focus of Application support will be
2. To recover the normal service as quickly as possible
3. Upgrade Support
4. Minimize any impact on the business
5. Reduce Support Costs
6. Development of Change Requests and Enhancements
7. Performance tuning to improve the concurrency and performance issues
8. L1,L2, L3 Support with Service Level Agreements
9. Need based Scale up and Scale down of resources
10. Root cause Analysis and Documentation
11. Service Requests Documentation
12. Follow ITIL standards: Incident Management, Problem Management, Change Management, Continuous Improvements
13. Support team can be contacted through the following channels

Mail, Phone, Ticketing system

Each issue will be created as a ticket in the internal ticketing system, classified as Critical, high, medium or low and prioritised for fixes

Below is the way the issues are classified to follow the escalation mechanism