Product Support

Independent Software Vendors (ISVs) constantly face challenges in supporting their products for different time zones and audiences. Employees are pulled in all directions due to support requests. Aspire recognizes these pressures and believes that the right support at the right time is critical to an ISV's success.

Aspire offers a wide range of product support services, to enable ISVs to focus on customer satisfaction, while reducing the cost of support and making it more widely available. Support can become a competitive strength for an ISV by outsourcing it to a partner like Aspire. We also work as an extension of a product company's support department during their regular and off-hours.

Our support services will ensure that bug resolution and change requests are handled faster. Our team periodically reviews the status of bugs, change requests and issues reported by the ISV's customers; assigns and prioritizes them using tracking and bug management systems.

Product support is normally performed on a long-term engagement basis where Aspire takes responsibility of understanding the support requirements and training support engineers appropriately. Aspire typically begins with supporting the ISV's customer support department and eventually takes full responsibility for a new rollout and set of clients.

Aspire ensures Service Level Agreements for support are met through periodic monitoring and progress reviews.

Offerings

• Early support and maintenance planning
• Toll-free telephonic support
• Remote and on-site support
• Reactive and proactive support
• Response-time driven support
• Troubleshooting and continuing maintenance support

Areas of Expertise

• Technical know-how on ISV's products
• Resolving technical problems
• Providing work-arounds for technical problems
• Defect-fixing and releasing product patches