Support process

EzGov Live Service works to ensure that production solutions are tuned to peak demand, easily deployable, thoroughly documented, and offer the proper auditing features to quickly track any problems that might arise.  This is done through adherence to the IT Infrastructure Library (ITIL) framework.  ITIL is an integrated set of best-practise recommendations for key production management process areas.  These are: Incident Management, Problem Management, Configuration Management, Change Management, Release Management, Services Level Management, Financial Management, Capacity Management, Continuity Management and Availability Management.

Three different support plans are available, tailored to client need and partnering arrangements.  These flexible plans let you choose the support service best suited to your circumstances, and provide for easy changeover from one plan to another.

• SILVER: covers all troubleshooting of live application issues, provides for ad hoc client requests, as well as the deployment of new application releases.
• GOLD: in addition to all Silver services, we administer the third-party software necessary to run the application, including database, Web server and application server software.
• PLATINUM:  in addition to all Silver and Gold services, we administer the operating systems.

These plans are available whether the client hosts the service, or partners with another vendor for hosting.  We also aid in the installation and configuration of the service.