Application Support and Maintenance

Entity provides a variety of technical and application support services tailored to the needs of individual customers.

At the outset of the service provision Entity will appoint a manager to establish and maintain the key tasks defined by the Support Requirements. The manager will draft and agree a schedule of review meetings to monitor the effectiveness of the service.

Each support package may incorporate elements from the following areas:

Relationship Management - Every Entity customer is allocated an account manager to manage the day-to-day operation of the relationship between the companies. The Account Manager forms the primary management point of contact for the support contract and service delivery.
Application Maintenance - For the bulk of applications developed by Entity a maintenance and support agreement is established with the customer to provide continuing support. Where Entity has not developed the application, a full business application review is conducted to determine the steps involved for Entity to assume application management and maintenance responsibility. In either case, a support agreement is established that covers the resolution of any problems that may occur, and the service levels that should apply.
Helpdesk - Entity runs a helpdesk service for the benefit of its customers on a business day basis (09:00-17:30 Monday to Friday, excluding UK Public Holidays). The helpdesk forms the first point of contact for any queries or problems.

Clients

Entity clients include Nationwide Autocentres, Save the Children, Pfizer, Dollond & Aitchison, Ford Credit, Royal Bank of Scotland, RAC, Premium Credit, Transamerica Financial Services, Dimensions Corporatewear, Hynix, ECM, Toyota, The Colt Car Company, and many more.

The Future

More and more companies are finding it advantageous to outsource key applications to special business support service providers. In this way, specialist support can be maintained on a more cost effective basis. Entity's process of implementing and running such a service often introduces a more clearly defined service level agreement with the client's end users, realising benefits for all.

If you wish to know more about Entity's Business Application Support Services, then please contact Chris Finlay at Entity on 01795 415800 or email