Sriggle Support

The Sriggle service support methodology capitalizes on the wide knowledge base that Sriggle has acquired over a period of time, while maintaining numerous legacies, package-based, and home-grown / custom-built systems for various Travel Agency worldwide. Coupled with its world-class infrastructure, this methodology has made it possible for Sriggle to offer its services in maintaining its own Signature suite of applications as well as the client software offshore. This is a cost-effective methodology for the client since the overheads involved in having maintenance personnel onsite is eliminated and the time zone differences are leveraged effectively. There are two types of support models:

In this model, Sriggle deploys a dedicated team to provide support. It remains same for the contract period and can cover L2 / L3 / L4 support requirements. The team can be based at the onsite location and/or offshore, as per the need. The model offers support performance parameters (SLA, SLA performance) which define the pricing. Sriggle manages the scheduling, resourcing, and management of the support team.

This is a ticket-based model where a certain unit of work (UoW) is bought by the client and is primarily L2 / L3 / L4 support. The support team is primarily offshore-based, however, based on the requirement, can be deployed onsite, if required. The Sriggle support team assists multiple clients and ensures that all the support performance parameters are adhered to. During the contract period based on the quarterly reviews, the customer has the flexibility to revisit the UOW bought and can adjust it as per trends going forward. Sriggle manages the scheduling, management, and resourcing for the support team.