Support Services
Application Support (L1/L2/L3)
Apollo Health Street’s support services enable your organization to focus on priority issues by leveraging our three tier model. This model has helped our partners attain high response and resolution times for trouble tickets.
Level 1(L1)/Helpdesk: 1st level of support utilizing personnel to take calls and resolve incidents on and offline
Key capabilities and features:
- Experience partnering with large customer base including several large hospitals
- Dedicated and established hardware and software infrastructure
- Global support centers
- Script-based and ticket-based processes
Level 2 (L2)/Technical Support : 1st level of escalation for helpdesk; also responsible for execution/application of release patches
Key capabilities and features:
- Unresolved tickets from L1 is addressed by technical team
- Response time driven support
- Team work with customer's knowledge base
Level 3 (L3)/ Engineering Support: Final level of escalation; the trouble ticket is directly worked by the group of developers who developed the applications
Key capabilities and features:
- Calls of medium and high severity that require bug fixing
- Mutual troubleshooting before taking complete ownership
- Highly technical team that responds with bug fixes and patches
System Administration
Apollo provides services for configuration and day-to-day administration for a number of sophisticated technology systems. Along with our extensive experience in the areas of system administration, we employ automated tools to optimize routine tasks like coordination with a data center network team and Oracle support and maintenance.
Key capabilities and features:
- Database (Oracle)
- NAS (NetApp/EMC)
- SAN (IBM)
- Servers (IBM/HP/Dell)
- O.S (Linux/Unix)
- Scripting (Bash/Perl)