Ongoing support – Business as usual.
Bluegrass prides ourselves on service delivery and has established a reputation of excellence with our clients.
In terms of on-going support, we offer a customisable approach to supporting your needs through our Business as Usual (BAU) framework. This customisable service level agreement (SLA) allows users to address your concerns and needs for the business post go-live. Key objectives for BAU include; continually reduce any technical debt; improve business continuity; reduce the number of incidents reported; and reduce the overall cost of ownership.
The BAU support framework is based on the following 4 pillars.
Incident Management
This service provides for a response to priority incidents in conformity with agreed service level guarantees. Priority incidents are agreed in a Critical Functionality list as part of the BAU agreement. All priority incidents will follow an emergency release process which is detailed in our SLA.
Bluegrass will apply all efforts to resolve and invoke emergency release process to live / production, as per Incident Response time SLA’s.
Platform DevOps
The key objective for Platform and DevOps is to proactively maintain a healthy application and supporting infrastructure. The key daily, weekly or monthly tasks are carried out covering application and service monitoring of key production environments. This will cover tasks such as review of application and server logs, monitoring infrastructure health and resources, security patches and any required software updates.
We can further customise the service to incorporate manual or automated QA tasks such as testing critical website or application user journeys.
Tech support
This service provides for dedicated support and assistance for ongoing technical support and development for your website or application. It is similar to the traditional retainer based on providing our customer with a dedicated project manager to support your account.
It will cover a broad range of requirements from responding to general enquiries within the agreed SLA response times. This will cover items such as scoping new features; investigating new issues or reported software bugs and minor development or fixes. We also cover services such as a helpdesk for your content management system (CMS) or content loading services.
Regular development cycles
This service is generally for larger products or platforms that require ongoing development work every month based on agreed roadmap or backlog.
Work is generally delivered in 1-2 week sprints or releases. It provides for cost-effective batching of work based on agreed resourced time slots ensuring regular deployments each month.
