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24×7 Active Support — SLA Backed

Sustenance &
Support Services
That Never Sleep

Keep your enterprise running at peak performance with Shalom Infotech's round-the-clock IT sustenance, L1–L3 helpdesk, application maintenance, and AMC services — backed by iron-clad SLAs.

Support Operations Centre
15 min
Avg Response
99.9%
SLA Met
24×7
Coverage
#TKT-001
Azure VM Performance Issue
Resolved
#TKT-002
Email Server Configuration
In Progress
#TKT-003
Password Reset — User
Resolved
#TKT-004
Network Connectivity Drop
Open
SLA Compliance Today
98%
24×7 IT Helpdesk L1 L2 L3 Support Annual Maintenance Contracts Application Support Incident Management Remote Support On-Site Engineers SLA-Backed Services Patch Management Root Cause Analysis 24×7 IT Helpdesk L1 L2 L3 Support Annual Maintenance Contracts Application Support Incident Management Remote Support On-Site Engineers SLA-Backed Services Patch Management Root Cause Analysis
What We Offer

End-to-End IT Sustenance & Maintenance

From day-one deployment to long-term operations, our sustenance and support services ensure your IT infrastructure, applications, and platforms run without disruption letting you focus entirely on your business.

Multi-Channel Support
Phone, email, chat, and on-site available 24 hours a day, 7 days a week.
Proactive Monitoring
Real-time infrastructure monitoring with automated alerting before issues become outages.
Application Maintenance
Bug fixes, performance tuning, patch management, and version upgrades for all deployed systems.
Annual Maintenance Contracts
Structured, cost-predictable AMC plans for hardware, software, and cloud infrastructure.
97%
Incident Resolution
89%
First Call Resolution
99.9%
SLA Compliance
96%
Client Satisfaction
99.9%
Uptime Guarantee
Support Tiers

Structured L1 · L2 · L3 Support Model

Our tiered support model ensures every issue is handled by the right expert at the right level from quick helpdesk fixes to deep technical resolution.

L1 Support
First Line Helpdesk
Immediate triage, quick fixes, and user guidance for day-to-day IT issues.
  • User account & password management
  • Hardware and software troubleshooting
  • Email & connectivity issues
  • Printer, peripheral & device support
  • Ticket logging & escalation routing
  • Basic Microsoft 365 support
  • Remote desktop assistance
Response SLA
15 Minutes
Availability
24×7
L2 Support
Technical Engineers
In-depth technical analysis for complex infrastructure and application issues.
  • Server & network configuration
  • Application performance analysis
  • Database troubleshooting & tuning
  • Cloud infrastructure management (Azure/AWS)
  • Security patch deployment
  • Backup & recovery operations
  • Escalation from L1 with root cause analysis
Response SLA
1 Hour
Availability
24×7
L3 Support
Expert Architects
Senior architects and SMEs for critical business systems and complex changes.
  • Architecture-level problem resolution
  • Custom code fixes & hotpatches
  • Cloud platform engineering
  • Disaster recovery & failover execution
  • Vendor escalation & management
  • Performance benchmarking & tuning
  • Compliance & security remediation
Response SLA
4 Hours
Availability
Business + On-Call
Service Coverage

All That's Covered Under
Sustenance Services

Get Full Scope →

Application Maintenance

Ongoing support for web apps, mobile apps, ERPs, and custom software — including bug fixes, version upgrades, and performance optimization.

IT Infrastructure AMC

Annual Maintenance Contracts covering servers, networking equipment, storage systems, and workstations with scheduled preventive maintenance.

24×7 NOC Monitoring

Network Operations Centre providing continuous monitoring of servers, networks, cloud infrastructure with automated alerting and first response.

Security Patch Management

Scheduled and emergency patch deployment for OS, middleware, and application layers — ensuring your systems stay secure and compliant.

Cloud Managed Operations

Ongoing Azure, AWS, and GCP operations including cost governance, scaling, backup verification, and monthly health reporting.

Database Administration

Ongoing DBA support for SQL Server, MySQL, PostgreSQL, and Oracle — including backups, performance tuning, and query optimization.

99.9%
SLA GUARANTEED
15 min
P1 Response
1 hr
P2 Response
4 hrs
P3 Response
24×7
Availability
Our Commitment

Iron-Clad SLA Guarantees

We don't just promise uptime — we contractually guarantee it. Our SLA-backed support plans are built around measurable outcomes and transparent reporting.

  • Contractual SLA with financial penalty clauses
  • Real-time ticket tracking portal for clients
  • Monthly SLA compliance and performance reports
  • Dedicated account manager for escalations
  • Root cause analysis (RCA) for all P1 incidents
  • 24×7 helpdesk with multi-channel access
  • On-site deployment within 4 hours (Trichy HQ)
  • Quarterly service review meetings
How It Works

Our Support Process — Step by Step

A structured, ITIL-aligned process ensures every issue moves from report to resolution efficiently.

Raised
Triage
Investigation
Resolution
Closure
KB
Step 01
Incident Raised
User submits ticket via phone, email, chat, or portal. L1 agent acknowledges within SLA window and initiates triage.
Why Shalom Infotech

The Trusted Support Partner for Enterprises

01

ITIL-Aligned Processes

Our support operations follow ITIL best practices structured, auditable, and continuously improved through service reviews.

02

Certified Support Engineers

Microsoft, AWS, and Google certified professionals handling L1 through L3 no outsourcing, all in-house expertise.

03

Trichy Based Operations

Headquartered in Trichy with onsite engineers available across TamilNadu rapid physical response when remote isn't enough.

04

Transparent Reporting

Monthly SLA scorecards, ticket analytics, and trend reports so you always know the health of your IT environment.