BIG Application Management Services
Sustain the performance and enhance the value of applications built on Appian, Mulesoft, and Pega
We help you manage your applications’ transformational promises.
Application Management Services (AMS) are an essential component of modern IT operations and help ensure that software applications are reliable, efficient, and meet the needs of the business. BIG AMS are specifically designed to support clients who invested in Appian, MuleSoft, or Pega as critical components of their transformational strategies.
With BIG AMS, you get a dedicated team of experts who manage and maintain your applications so you can focus on core business activities.
Why Choose BIG AMS
We’ve built our reputation on designing, building, and managing high-performance automation programs. We know what it takes to not only develop, but also sustain the performance and enhance the value of applications built on Appian, Mulesoft, and Pega. With BIG AMS you get access to deep, specialized, technical expertise in automation and integration.
Enable Strategic Focus
Our team of experts manages and maintains your applications so your IT staff can focus on core activities.
Improve Stability and Performance
Our deep application experts optimize your applications including regular maintenance, upgrades, and patches.
Reduce Costs
Using application management is a cost-effective and flexible alternative to hiring and training internal staff.
Scalability and Flexibility
Services can be scaled as needed to meet your changing demands.
Enhance Security and Compliance
We provide regular security assessments, vulnerability scanning, and compliance monitoring.
Improve Customer Experience
Applications that run quickly and smoothly enhance your customer’s experience.
What BIG AMS Offers
BIG offers 3 flexible support levels that deliver the results you want. Contact us to learn more.
| BRONZE | SILVER | GOLD | |
| SUPPORT | |||
| Support window | 16 X 5 (5 pm-9 am excl. holidays) | 16 X 5 (5 pm-9 am excl. holidays) | 24 X 7 X 365 |
| Incident caseload (tickets and levels) | 25 tickets (Sev1 and Sev2) | Unlimited (all Sev levels) | Unlimited (all Sev levels) |
| Service management process and platform (JIRA) | JIRA included | JIRA with option to integrate client’s incumbent systems | JIRA or client’s incumbent systems |
| Production environment break-fixes and resolution of incidents | Service Level Objectives (SLO) | Service Level Objectives (SLO) | Service Level Objectives (SLO) |
Sev1 - Full System Outage | 4 hrs | 1 hr | 1 hr |
Sev2 - Key Functionality Impaired, No Workaround | 24 hrs | 4 hrs | 4 hrs |
Sev3 - Moderate Impact with Workaround | - | 8 hrs | 8 hrs |
Sev4 - Minor Impact | - | 24 hrs | 24 hrs |
Sev5 - Information or Documentation Request | - | 24 hrs | 24 hrs |
| Dedicated Service Manager Direct access to a customer success manager for discussions around service quality. | - | ✔ | ✔ |
| Priority Access | - | Prioritized queue | Dedicated queue |
| MONITORING | |||
| Perform Root Cause Analysis | ✔ | ✔ | ✔ |
| Reporting on incidents and resolutions | Weekly via documentation | Weekly via documentation and videoconference | Weekly via documentation, video- conference, and monthly touch- points on enhancement status |
| Proactive monitoring and health checks | - | ✔ | ✔ |
| MAINTENANCE | |||
| Maintain and update the knowledge base | ✔ | ✔ | ✔ |
| Knowledge transfer for new applications | ✔ | ✔ | ✔ |
| Coordinate upgrade and hotfix windows with the software vendors | - | - | ✔ |
| Monitor Source and Target System Outage Windows | - | - | ✔ |
| Enhance existing integration applications | - | 40 hrs/mo | 40 hrs/mo |
| Architectural advisory | - | - | Annual architectural review and ideas for continuous improvement |
| DEPLOYMENT | |||
| Provide Release notes | ✔ | ✔ | ✔ |
| Quality assurance of defects and break-fixes | Agile QA methods to validate fixes | Agile QA methods to validate fixes | Agile QA methods to validate fixes including UAT support |
| ADDITIONAL SERVICES | |||
| QA & Test Automation Automate tests to save time on regression testing and manual quality assurance. | ✔ | ✔ | ✔ |
| Sustainment Focused attention to enhance existing applications. | ✔ | ✔ | ✔ |
| Enablement Advisory for technology best practices and overall adoption of the platform. | ✔ | ✔ | ✔ |
| New Application / Integration development Any project that requires more than 40 hours of development effort with a full SDLC. | ✔ | ✔ | ✔ |
| Phone-based support Direct access to a support analyst who can help customers with a problem on-demand. | - | ✔ | ✔ |
| Tier 1 helpdesk process Enhanced multi-tiered support experience through a dedicated helpline for the customer’s end-users. | - | - | ✔ |
Accelerate delivery and adoption of enterprise technology.
Our BIG Program helps you unlock an automation strategy to address the challenges most organizations face when rolling out platform technologies. We can help you bring out the best capabilities, reliability, and scale automation has to offer.
Design
We help you articulate your future-state vision, analyze risks, evaluate alternative approaches, and make strategic choices that lead to sustainable value creation.
Build
We combine strategy, process and actions into an Agile plan that provides frequent, targeted deliverables in support of large scale initiatives (LSI).
Manage
We maintain and enhance the applications in production and ensure continuous user feedback to Design and Build teams.
Want to learn more
about BIG AMS?
