Support & Maintenance
Ongoing operational support including issue triage, configuration assistance, defect resolution, operational reviews, and platform updates to ensure continuous operational excellence.
Typical Engagement
Duration
Annual agreement
Team Size
Dedicated support engineer
Delivery Model
Remote with on-site as needed
When This Service Is Needed
Ongoing operational support for production Sekhem deployments
Issue escalation and resolution for platform problems
Regular platform updates and security patches
Capacity planning and performance optimization
Operational health reviews and improvement recommendations
Configuration changes and minor enhancements
What We Deliver
Comprehensive deliverables included in this service engagement.
Issue Triage & Resolution
Structured issue intake, severity classification, and resolution within defined SLAs
Configuration Support
Assistance with configuration changes, policy updates, and workflow adjustments
Defect Resolution
Investigation and resolution of platform defects with root cause analysis
Platform Updates
Scheduled updates including security patches, feature releases, and module upgrades
Operational Reviews
Periodic reviews of platform health, utilization, and optimization opportunities
Capacity Management
Monitoring of resource utilization and proactive scaling recommendations
Incident Management
Structured incident response with defined escalation paths and communication protocols
Knowledge Base Updates
Continuous improvement of operational documentation and troubleshooting guides
Delivery Approach
Structured engagement phases ensuring consistent, high-quality delivery.
Support Activation
1 weekMonitoring setup, communication channels, and escalation path establishment
Reactive Support
ContinuousIssue intake, triage, and resolution per SLA commitments
Operational Review
Half-dayHealth assessment, ticket analysis, and improvement recommendations
Strategic Review
Half-dayPlatform roadmap alignment, capacity planning, and optimization initiatives
Platform Updates
Per updateCoordinated update deployment during approved maintenance windows
Customer Responsibilities
To ensure successful engagement outcomes, the following customer commitments are required.
Designate primary and secondary support contacts
Provide timely access for issue investigation and resolution
Approve maintenance windows for platform updates
Participate in operational and strategic review sessions
Maintain updated contact information and escalation paths
Report issues through designated support channels
Outputs & Documents
Formal documentation produced as part of this service engagement.
Governance Controls
Quality and compliance controls applied throughout the engagement.
Defined SLAs for response and resolution times by severity
Change management approval for production updates
Incident severity classification and escalation procedures
Regular backup verification and disaster recovery testing
Security patch deployment within defined timelines
Audit trail maintenance for all support activities
Expected Outcome
Reliable, well-maintained platform operations with rapid issue resolution, proactive optimization, and continuous platform evolution through regular updates.
Ready to Get Started?
Contact us to discuss your support & maintenance requirements and engagement timeline.