Support Type:-
Work Categorization
KET Infotech will support CLIENT as “Annual Maintenance Support”
Call Logging system :-
The work will be categorized by the KET Infotech’s Project manager in to service level such as
L1:- ‘ issues’,
L2 :-‘small work packets’(SWP) ‘
L3 :-medium work packets (MWP) ‘
L4:-Large work packets’(LWP).
Change Request Process :-

Call will be attended within max 1 hour after logging L1,L2 tickets and resolution within 2 working hours. Call will be attended within max 2 hour after logging L3,L4 tickets and resolution within 1 working day depends upon criticality. For L3 and L4 tickets LI-CR (Low Impact Change Request) and CI-CR (Critical Impact Change Request) document will be created by KET and signed by CLIENT and need to approve for duration. KET will provide training document for LICR and CICR to users. Responsibility of CR creation is fully with KET with approval must be from CLIENT.


L1 and L2 tickets are considered 3 hours per tickets. L3 and L4 tickets are considered as per CR approval. L3 – LICR approval needs from CLIENT’s user (who raised issue) and his Manager. L4 ticket CI-CR approval needs from CLIENT IT Manager or DGM IT.

Project Manager Role and Responsibilities:-

KET Project manager will arrange an awareness session to the customer for service level and delivery model before commitment of the project. Every Month he will conduct meeting with IT Head of CLIENT for pending actions of projects and status update.

Program Manager Role and Responsibilities:-

Program manager will visit Pune office once in three Months to conduct meeting for progress and conduct sessions for latest technology along with one senior functional consultant as suggested by CLIENT. If Needed by CLIENT, KET Manager will present to guide or discussion.

Method of Support
Level 1-4 support for IT functional team members.

Enhancement of business blue print for all modules of SAP.

Help desk Service and Escalation.

Routine System maintenance.

Security Administration.

Continuous improvement by taking approvals of head.

Proactive Business Process Monitoring system in line with best business practices.

Performance tuning & Preventive maintenance for development, Quality, Testing, Production servers.

Upgrade Stabilization and Support.

Common KPI Metrics and reporting.

Support for patch, live release notes and migration changes as an when required.

Support Includes development (Report, Interfaces, conversions, Enhancement, Forms)

New scenario development as best practice and as per business requirement.

Creation /modification of online data connect for legacy application.

KET Infotech will provide training at site for new technologies for IT functional support team members.

New plant creation / closure as per business requirement.

Advance level training for above module in every six month for IT Functional Support team members.

KET Infotech will prepare / modify proper documentation related to application as per CLIENT requirements. (i.e. functional documentation (specification), business blue prints, lead process user manual , lead process flow chart, enhancement in module in blue print.