3Pillar’s Product Support solution is delivered as a fixed-cost Managed Service. That means we implement and execute the plan to transition the product from launch to ongoing support. We identify and adhere to Service Level Agreements (SLAs), as confirmed by Key Performance Indicators. And we provide Level 2 and Level 3 support in an environment defined by continuous improvement and proactive monitoring and assessment. The result is superior customer service, predictable service at a predictable cost, and a reduced Total Cost of Ownership for our clients.
3Pillar’s Product Support Managed Service is a multi-faceted offering delivered by a dedicated, experienced team of subject matter experts. Our product support mindset, history, and governance model ensure we properly manage expectations, provide measurable value-add, and meet or exceed our performance commitments to our clients and their end-customers.
Successful product support requires the creation and execution of a transition plan. The 3Pillar transition plan includes a description of the overall approach for migrating the product from launch to support, along with the specific activities, responsibilities, and milestones to be completed. We perform tasks such as product assessment and baselining to establish support scope, as well as defining support workflows, priorities, and SLAs.
When incidents that cause service loss or major interruption occur, the objective is to restore normal operations as quickly as possible with the least impact on the business or the end-customer. 3Pillar conducts Level 2 and Level 3 support efforts to respond to and resolve reported incidents consistent with the SLAs defined for each of four priority/severity levels of service disruption.
Sometimes, incidents are indicative of a more significant problem that demands more than a service restoration-focused repair. 3Pillar performs root cause analysis to isolate and identify the underlying source of the incident(s), as well as the strategy and implementation effort required for permanent resolution.
Deployed products drive requests for changes (RFCs), whether in response to incidents, root cause analyses, or end-customer feedback. 3Pillar prepares an RFC response document that describes the business and technical impact of each proposed change and a plan for implementation. We work with our clients to review and adjudicate each change request, and proceed with build, test, and documentation for each approved change.
3Pillar verifies the scope of any release of fully-tested and documented changes with our clients to set expectations. Then, we conduct release planning, deployment, and early-life support to ensure the new release of the product performs as anticipated.
3Pillar proactively monitors the product itself, along with associated databases, servers, and networks, to prevent incidents and problems from occurring. We correlate information and look for trends that offer early warning signals, and plan/take corrective action as appropriate.