The Need

ISVs considering on-demand products or with products currently in production can find that the needs for application and infrastructure maintenance and support take them away from core sales and operations requirements. ISV’s moving from a licensed model are generally unprepared for the support requirements involved in a SaaS product. When the need moves beyond consideration of direct user support, it is hard to chart without experience.

The Solution

Scio has experience in the deployment and support of on-demand products on many platforms and in many situations. Our development team maintains products for many ISVs, while our support center maintains application reliability and manages infrastructures on several sites. This broad experience can be leveraged for clients that need dedicated support for their products

Scio’s Approach

Scio offers a range of skills and services for ISVs needing outsourced product support, whether the product is currently in production, under development, or planned:

• Infrastructure planning and selection
  
• Product support and Service Level Agreement (SLA) review and assessment
  
• Second and third level development support for user identified bug fixing and application tuning
  
• Platform, database and application maintenance and patching
  
• Product release management
  
• Agile-product development for ongoing product enhancement and innovation
  
• Security and reliability reviews and tuning
  

Key Value-Added Elements

• Dedicated support team that learns your product and insures knowledge transfer continuity to your product management and operations team
• Wide experience you can leverage to improve your offering, while you lower your risks and costs

Value Received

• Stable, reliable product support that insures you meet your SLAs and lowers your risk
• Better understanding of the role of product support in an on-demand offering, your options and a partner that can handle support operations while you focus on your customers, sales and business operations.