To offer the most effective application maintenance services, ESD has created the maintenance-by-budget management model which establishes a Service Level Agreement (SLA), a maintenance budget, communications plan and activity prioritization matrix. A standing maintenance team is tasked with handling inquiries, incidents, system failures, minor system enhancements and application re-factoring. Resource utilization is measured against the budget to ensure it is within predefined tolerances on a monthly and quarterly timeframe. |