Although all the
focus and intellectual effort of
many organizations is to build a
new system to overcome some business
problem or need, they sometime forget
the equally large support costs. "Spending
on operations usually takes up over
half the total IT budget, with much
of the money going on support and
maintenance" (Gartner 23rd December
If you are not
ready to move your development projects
offshore, you can certainly move
to the application support service.
For many organizations, once an application has been completed, the original
development personnel are released on to new projects. In fact, often as
the application enters the testing phase, the development team is gradually
reduced. Application support is often not seen as "rewarding" and
staff retention rate for those handling this role is low. This is not true
for our offshore developers. They are grateful to be working on systems
that have been produced and enjoy improving them.
For offshore support
the telephone number that the customer
calls is typically a local number.
We maintain a team
of offshore support analysts and
developers to handle second and third
line support. Depending on the size
and scale of the application we can
maintain a permanent team dedicated
for the support contract.
Typically, if Starsoft's
Application Maintenance service is
also used there is an overall cost
reduction. The start-up cost and
training time required for the support
analysts is reduced.