Solution Support Services
Understanding your business needs and tailoring our Service Support and Service Delivery capabilities to deliver to these needs is our primary objective. Our focus is to:

• Constantly improve the quality of service
• Reduce the long-term cost of the service to your business
• Evolve our services to remain aligned with the constantly changing business needs

Evidenced by our proven track record, we blend the ITIL framework best practices, our S.W.A.T. team approach, and our management and technical expertise — with a personal touch — in providing Solution Support Services for your 24x7 mission critical e-commerce applications.

Solution Support Services processes are at the heart of our offering, with the business perspective being the ultimate driver:

We offer a variety of Solution Support Services packages to meet your needs. Our flexible plans let you choose the Solution Support Services to accommodate your unique circumstances and to easily migrate from one type of support service to another as desired.

Partners and EzGov Europe
We work with our Hosting Partners to offer support services to aid in installing, configuring and supporting your Internet applications. Support is available either on-site or at a designated remote location.

Our Hosting Partner provides the hardware and network components, while we support a subset of the additional components of the environment. These subsets, available in three levels of support, include:

Level 1 — troubleshooting live application issues, supporting ad hoc requests from the customer and performing the deployment of new application releases.

Level 2 — in addition to Level 1 services, we administer the third-party software necessary to run the application, including database, Web server and application server software.

Level 3 — in addition to the Level 2 services, administer the operating systems.

Your Hosting Facility
For customers who elect to physically locate their hosting environment at their own data center or other hosting facility, we will work with you to tailor Solution Support Services to meet your unique requirements.

The customer provides the hardware and network components, while EzGov Europe supports a subset of the additional components of the environment. These subsets, available in three levels of support, include:

Level 1 — troubleshooting live application issues, supporting ad hoc requests from the customer and performing the deployment of new application releases.

Level 2 — in addition to Level 1 services, we administer the third-party software necessary to run the application, including database, Web server and application server software.

Level 3 — in addition to the Level 2 services, we administer the operating systems.

EzGov Europe Developed Applications
All EzGov Europe environments are under Change Management, and our development approach is to implement Development, System Test, and UAT environments that run the versions of third party software that will be used in the Live Environment. This allows us to troubleshoot and resolve environment issues earlier in the development life cycle therefore reducing the risk during release implementation and ongoing support. To further reduce risk, we advise and work with our customers to implement staging servers that replicate production to allow for pre-release testing.

Change Management, in conjunction with Configuration and Release Management, will give your business full control over changes in Live Environments. Improved service quality is a critical success driver for your business, and the key factor is the greater success rate for releases, and changes and the minimisation of disruption to the business and customers. The implementation of a release or change into the Live Environment may involve many different teams, and may include the release of hardware and software. We adopt the ITIL framework, use a proven implementation approach, highly skilled management and technical resources, and automated regression test packs to ensure a smooth implementation.

With a "Do what it takes" attitude and clear and concise communication, our focus is on a successful implementation that is on time — and with quality.

Your Existing Applications
When you are looking for additional Solution Support Services for your existing applications, EzGov Europe will work with you to define your requirements and tailor services that meet your needs.