SRA undertakes a “Task based Solution” approach for Application Maintenance. The choice of tasks has the following commonalities:

• Transition Phase
  This phase is primarily a housekeeping phase where the SRA team understands the product and the application so that the activities of product testing, scripting and maintenance and product development can be effectively planned.

• Service Level Agreement (SLA) - Indicators
  A Service Level Agreement with measurable indicators can be optionally determined and tracked in projects. SLAs vary based on the unique requirements of the client. “Capability Baselines” are set up for various indicators based on business driven factors. Every project then inherits these capability baselines.
  
  SLA will address every task, indicator and preset goals in each task. Performance is tracked against the preset goal for each indicator. Corrective and preventive action is taken when there is a variance in performance during the course of the project.

• Security of Data and Application
  Most applications have sensitive data and we have an extensive array or mechanisms to ensure security. This is backed with infrastructure capabilities like Secure FTP, VPN and dedicated connections.

• Effective Tracking Mechanism of Progress, Issues and Clarifications
  With the help of our process management tool - ProcessMate, the project progress will be visible to the customer on a daily basis. Issue tracking is a vital activity and a person will be identified to track issues to closure and to communicate these with the customer.

• Internal Tools for Document Management (SRA-DMS)
  SRA’s document management system is used for managing and storing the documents relevant for a project as well as to enable workflow among project participants. Click here for more information on SRA-DMS.