Introduction

The Application Support service provides managment of all related components of computing applications.

This includes:

• application code
• application servers
• databases
• database servers

Key objectives

Key objectives are to:

• Provide a reliable IT environment for supported applications.
• Manage the processing of problem reports and queries.
• Analyse and resolve application problems.
• Operate change control processes for amendments to existing applications and launch of new applications.
• Develop small feature enhancements for existing applications.

Key targets

Key targets are to:

• Provide better than 99.9% availability for the services.
• Implement disaster recovery in less than one working day.
• Maintain customer satisfaction for problem resolution and application enhancement.