ISVs are under constant pressure to deliver new and innovative products to the market that drive both top and bottom line. At the same time their existing customers are expecting improved product quality, quicker defect resolution and an enhanced customer experience. Traditional approaches to maintenance and support typically just focus on cost reduction, with an SLA-based solution designed for faster ticket resolution and lower overall expenses associated with maintenance. This approach addresses the symptom but not the actual cause of the problem. .
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