Software Services

Developing a great product and receiving customer accolades is one aspect of the success of your organization. However, every customer needs to be adequately informed and educated on using the product and realizing its benefits to the fullest extent. Silicus expertise and experience in developing and deploying products can also help you in providing technical support to your customers.

Your requirements may be as diverse as supporting customers in various time zones, or freeing up your development resources to focus on the next big thing in the industry, or even reducing the cost of support and channeling the savings towards your development budget. Whatever may be your needs, Silicus has the infrastructure, technical know-how and resources to ensure that your customers are happy and satisfied using your product.

Silicus provides software maintenance and support services in accordance with customer specific Service Level Agreements (SLA) leveraging using a 3-Tiered structure:

Tier 1 - Our Tier 1 Agents provide basic problem troubleshooting and isolation, knowledge base maintenance, FAQ Maintenance, licensing queries and sending updates to customers.

Tier 2 – Our Tier 2 Agents provide complex troubleshooting, reproducing customer issues in Silicus’ environment, work with Tier 3 maintenance team and customers to deliver and implement bug fixes and patch release and update product tech bulletins and product documentation.

Tier 3 – Our Tier 3 Agents hold knowledge of the products at the code level and are responsible for developing bug fixes and patch releases. They are typically part of the maintenance team.

If you would like to learn more about our offshore software development services for Software Technical Support or need more information please contact us.