Product Operations & Maintenance
Overview
Having the right technology application for your agency can transform your customer experience. However, maintaining and supporting that application over time is critical to ensuring its long-term success.
How to Request Service
Submit a ticket in the Customer Service Portal below.
Customer Benefits
Reliable & Supportive
Ensures your applications continue to operate optimally and without interruption
Service-oriented
Provides continuous support for constant improvements
Adaptive
Meets your evolving business needs
Service Description
Software application product operations, maintenance and support
Our talented Applications team is committed to providing top-notch service and support for operational application functions so you can focus on what matters most—your business.
Product Operations & Maintenance includes preventive, corrective, adaptive or perfective maintenance support to:
Identify and correct errors to ensure application operational consistency
Deliver and deploy new and innovative features to keep up with ever-evolving business needs
Ensure your applications are secure and reliable to minimize downtime for you and your customers
Related Services
Product Operations & Maintenance may be bundled with Product Delivery
Customer Responsibilities
Customer is responsible for reviewing and approving long-term Operations & Maintenance plans, as well as providing any applicable application licenses, tools (e.g., system monitoring tools), databases, and hardware that may be required to successfully execute the service.
Service Notes
Teams may have planned operating calendars for product updates, hotfixes, maintenance and patches.
Operations and maintenance support is established by the creation of an Interagency Agreement that will outline roles, responsibilities, and process for implementing the agreement. The agreement will also identify assumptions and expectations for all parties. The agreement is initiated by the Applications Senior Manager.
Service Owner
Service Levels
Success Measures
System uptime/downtime
Baseline system performance metrics
Security scans
Service Support
How to Get Help
Call 303.239.HELP
Submit a ticket in the Customer Service Portal
Hours of Support
Monday-Friday, 8 a.m. to 5 p.m, excluding holidays
After hours service support may be required to meet communicated milestone dates or for technical guidance during the post go-live period.
24/7 Major Incident Management
Call 303.239.HELP
Access a live agent via Customer Service Portal Chatbot
Service Costs
View detail on current utilization here: OIT Common Policy Real-time Billing website