Methodology

Support Processes Across All Sites

I. Call from Branch/Resident Support Person

Resident person does the following:

• Give a token number for the call received.
• Decide the nature of the call.
• Opt for telephonic support.
• If problem is unresolved, ensure personal assistance at the site
• Prepare the service report with the status of the call – completed
• If problem remains pending – identify the problem related to the other vendor or operational defect (bug) or requirement.
• Report the operational defect to Pune HO and follow-up periodically.
• Request the branch to forward their requirements to their DIT, HO.

II. Call from Resident Support Person/Zonal Support Office

Zonal support person does the following:

• Pool all calls attended by the support persons at various sites.
• Sort out the completed calls and pending calls.
• Submit a consolidated report to local RO of the respective Bank on the calls attended for information.
• Help in resolving the pending calls at branches by guiding the resident support person or take up/follow up with the Head Office for solution.
• Forward all defects in application to Projects for corrections.
• Get the corrected version tested by QC team at HO.
• Circulate the corrected version or patches to resident support persons through Zonal Support Team.

III. Call from Resident Support Person/Head Office Central Support Team

Central Support Team does the following:

• Pool all calls attended by the support persons at various sites.
• Sort out the completed calls and pending calls.
• Get the details of all pending calls – operational and defects.
• Help in solving the operational problems by telephone.
• Forward all defects in application to Projects for corrections.
• Get the corrected version tested by QC team at HO.

Circulate the corrected version or patches to resident support persons through Zonal Support Team.