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Support Model


Information Technology Support is an essential and integral part of any organization on which various business functions and processes depend. Multiple skills and competencies combine to realize technology driven business transformation. As organizations constantly strive to iterate their business and IT strategies, Nextogen fuels with capabilities and methodologies for IT services and offer assistance right from conceptualization to implementation. ​​Nextogen has also developed time tested methodologies for providing quality software maintenance and support services 24x7 whenever you may need it. Our procedures are designed to accommodate a smooth process flow for support requests, performance fine-tuning, up-gradation, bug fixing and other such requirements. Our support services include,

  • Big Data Analytics
  • Business Intelligence
  • Enterprise Data Warehousing
  • Data Visualization
  • Cloud Services
  • ERP (Oracle EBS+ NetSuite, MS Dynamics & SAP)
  • MDM & Mobile Applications
  • Web Technologies


Our support model tends to be focused on quick issue resolution and bug fixes. Our dedicated Offshore Support Centers are designed to specifically carry out support activities with our cross-technology expertise and hands on experience ensuring our solutions enhance your business performance. We follow strict quality assurance methodologies where each stage of the support process is monitored, reviewed, audited and controlled. This clubbed with benchmarked practices and experienced delivery skills help clients get the maximum returns on their IT spending. The detailed set of best practices and processes ensure that our services accommodate all business needs. We have a long and proven track record of providing quality services that has ensured that companies of all sizes right from small to Global 500 world-wide avail our services. So, whether you are looking for expertise in diverse platforms, design and development, tools and techniques; our state-of-the-art facilities and experts are always there to support or manage your applications.

Our Help Desk covers the following:

  • Application Support for most of the systems like Bigdata, Mobile Applications, ERP, SCADA, etc.
  • Administration Support for above systems including installation, configuration, migration, issue tracking, database maintenance, patch integrations, backups, report generation, issue tracking, fault preventions, Virtual Private Cloud and VPN tunnels etc.
  • 24x5x365 remote helpdesk support will be offered through a combination of web, email, chat and live voice calls.
  • On Cloud & on Premise application support.


Support Strategy:

  • Project Review: We evaluate your project on our best practices and recommend improvements.
  • Customer Feedback: Nextogen uses unbiased third-parties to gather actionable data.
  • Industry Benchmarking: We base our industry benchmark reports on thousands of costumer surveys.
  • Social Media Research: Nextogen offers social media and project experience assessment.
  • Customer Studies: Receive a ranked and prioritized list of your customers’ wants and needs.
  • Analysis & Strategy: Our experts are skilled with a variety of types of business and statistical analyses.


Support Engagement:

Our support engagement with every customer will be custom tuned to the specific needs of the customer. This document provides a general framework and support methodologies we use. At the time of customer engagement, we will draft the support SLA.


Support Framework: