Mindscape currently services business critical applications and product
suites for some of the most well known names in the international
business community.

Mindscape provides an unbundled and leveled Maintenance Offering,
based on customer requirements. This ranges from a high customer
controlled operation to the Service Level Agreement (SLA).
The level of service provided is worked out on a case to case basis.

Below is an overview of the Maintenance capabilities and Services that
we have on offer.

Business Coverage:

• Business Application - MRP, Supply Chain Management etc.

• Legacy & Client/Server

• E-commerce applications , Web portals


Maintenance Service Plans:

• Maintenance Plan

• Service level Agreement (SLA)


Significant Features of the Maintenance Services:

• Well Integrated Offshore / Onshore Team Model with a high degree
   of Ownership

• Established Processes, Project & Quality Management

• Onshore Coordination / Support, if required

• Change Requests & Release based mode of operations

• Effective use of non-prime-time window for a 24 hour turnaround

• Night time and/or 24x7 Production Support from Offshore

• Web based Help Desk access to support.

• Pricing:

    • On Time & Material or Fixed Price

    • Costs on actual, with visibility of Productivity Vs Cost


Significant Features of the Service Level Agreement:

• Better budget predictability for maintenance budgeting

• Leveled SLA options for new customers

• Fixed Price Contract with annual Cost Rationalization over successive years

• Rewards & Penalties

• Assured Work Units & Work Load Adjustment

• Planned Growth in Service Levels

• Total Ownership & Knowledge Management

• Reviews Planned to address Operational Issues & Revisions of the SLA

• Long Term commitment from Mindscape.

• Termination Clauses, with assurance of smooth transition

• Flexible SLA, with Change Control Options

• Common Process Framework & Best Practices