Application Support

Many organisations have Domino applications that simply must keep running, but find it hard to retain the skills needed to look after them.   Where Domino isn't core to your IT strategy but continues to provide value to your business, you are likely to find it hard to invest the resources necessary to keep skills current, and every little issue with a key application can become a nightmare.

Portal Partnership have blended their wealth of experience in developing Domino applications with their delivery of enterprise class customer support via an ITIL based Service Desk.  The result is a structured approach to taking on the tricky challenge of supporting code developed by others. We have created a Systems Lifecycle onboarding process to capture known application issues, key documentation and the available code history; we supplement this by auditing the application(s) against development best practice to ensure all parties are familiar with current and potential issues delivered via an application status report; then we apply our process standards for Incident Management, Change Management, and Release Management, all delivered through our IBM certified engineers.  Finally our application support offering is framed by an agreed set of Service Levels to provide an assured level of responsiveness at a cost effective price.

Application Support Service Options

Assurance
- Incident management via ITIL service desk
- Online incident logging and progression tracking
- Bug fixes and minor enhancements
- Email based Change Management
- Application Audit
- Service level guidelines
- Quarterly reporting and Annual Service Review

Premium - as Assurance plus
- Workflow based change management
- Release management formalised in version documentation
- Prioritised service levels
- Monthly reporting and Quarterly Service Reviews
- Annual Service improvement plan

Enterprise - as Premium plus
- Collaborative participation in change advisory board
- Enhanced prioritised service levels
- System and End User documentation updates by release
- Collaborative access to system lifecycle knowledgebase
- Online realtime reporting and monthly Service Reviews
- Quarterly service improvement plans