Production Support includes the following:

• 24x7, 16x7 Support: Keen Infotek,Inc. provides L1 to L3 incident support to clients according to their requirements. This is the emergency repair of any operation of the applications or environment infrastructure. This includes technical errors, "hung" or halted processes, or unexpected results that render applications / environments unusable.
• Problem Management: Root cause analysis for critical or recurring issues ensures the focus is on incident prevention rather than reactive resolution.
• Helpdesk: resolve queries and problems raised by users relating to usage of the systems and system failures; track ticket progress across resolver groups, driving ticket resolution.
• Health Checks: carry out health checks on the applications proactively to prevent occurrence of errors.
• Database Administration: data definition related activities, monitoring tablespaces and usage, performance tuning, creating new users, backups, archiving.
• Change and Release Management: ensuring that release and deployment of application or infrastructure components for every change to the production environment is planned, coordinated and well-directed, with the ability to rollback changes if required.