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Sriggle Support

The Sriggle next generation application management services bring in business relevant application maintenance, upgrade and support for all clients using current install base of the Signature suite of products – Backoffice, SigniA, SigiX and SigniP


Maintenance and Support

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504, SSR Corporate Park, Opposite NHPC Metro Station, Mathura Road, Faridabad, India 121003

Support Portal:

Support email:

Support Number: +918178977857(24X7), +911294444777

Application maintenance services (AMS)

Our AMS services include:

  • Product enhancements – Adding new functionality (new module, new report, etc.)
  • Production support and application maintenance – corrective maintenance, bug fixes, production support, and coordination with L1 team where required
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Support Phase

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L1 : It is the initial level of maintenance provided by the user help desk. They help to screen the issues and assign to appropriate party / owner.

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L2 : It deals with support tickets that can be resolved by doing basic configuration in the application or suggesting workarounds.

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L3 : It deals with tickets requiring code level changes.

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L4 : It deals with tickets related to the product, which might require help from the product vendor in terms of raising support tickets or Hotfix or a patch release.

Phase Activities Key Deliverables
Secondary support
  • Support activity for lower priority tickets
  • Understand resolution for higher priority tickets
  • Status and issue resolution reports
  • Resolution of lower priority tickets
Primary support All support activities including higher and lower priority tickets Resolution of all tickets, status and ticket resolution report
Steady state support
  • Develop enhancements identified in specific areas like requirement specification, technical design, testing
  • Transition process in areas where transition is not complete
  • Production support - L3 and L4 tickets
    • Minor enhancement – adding minor functionality
    • Preventive maintenance – Root-cause analysis for recurring issues
    • Perfective maintenance – Bug fixes, performance tuning
  • Delivery of enhancements
  • Ongoing problem ticket resolution (for production support)
  • Metrics and reporting
    • Productivity, quality, analysis
    • SLA adherence
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Support services

The Sriggle service support methodology capitalizes on the wide knowledge base that Sriggle has acquired over a period of time, while maintaining numerous legacies, package-based, and home-grown / custom-built systems for various Travel Agency worldwide. Coupled with its world-class infrastructure, this methodology has made it possible for Sriggle to offer its services in maintaining its own Signature suite of applications as well as the client software offshore. This is a cost-effective methodology for the client since the overheads involved in having maintenance personnel onsite is eliminated and the time zone differences are leveraged effectively. There are two types of support models:

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Dedicated support model

In this model, Sriggle deploys a dedicated team to provide support. It remains same for the contract period and can cover L2 / L3 / L4 support requirements. The team can be based at the onsite location and/or offshore, as per the need. The model offers support performance parameters (SLA, SLA performance) which define the pricing. Sriggle manages the scheduling, resourcing, and management of the support team.

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Shared support model

This is a ticket-based model where a certain unit of work (UoW) is bought by the client and is primarily L2 / L3 / L4 support. The support team is primarily offshore-based, however, based on the requirement, can be deployed onsite, if required. The Sriggle support team assists multiple clients and ensures that all the support performance parameters are adhered to. During the contract period based on the quarterly reviews, the customer has the flexibility to revisit the UOW bought and can adjust it as per trends going forward. Sriggle manages the scheduling, management, and resourcing for the support team.

Support location strategy

Based on our understanding of the client’s probable IT requirement, we proposed the below support options:

Complete onsite model

  • Maximum cost due to dedicated onsite team with expertise in all the areas
  • Minimum coordination effort
  • Does not leverage differential time zone advantage

Onsite heavy model

  • Increased cost due to heavy onsite presence with expertise in various modules
  • Offshore team involved in only R&D or change request development
  • Faster issue resolution with lower dependency on offshore

Balanced model

  • Cost optimization due to a balanced team structure
  • Small onsite team for minimal business engagement and faster response time for simple L2 and L3 tickets
  • Leverages advantage of differential time zone issue resolution
  • Simple workarounds or queries can be addressed directly by onsite team

Complete offshore model

  • Minimum cost due to dedicated offshore team with expertise in all the areas
  • Increased coordination effort
  • Leverage advantages of differential time zone

Why balanced model?

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  • Sriggle recommends a balanced model, as it optimizes the cost while providing faster response to critical issues
  • More suited for transition from a loosely defined SLA structure to a well-defined and achievable SLA structure

Value addition

  • Mix of client requirements, centre of excellence through leadership and domain experiences to develop Travel technology that are innovative.
  • Usage of Sriggle developed and standard Microsoft-aided collaterals for competency building.
  • Trainings, continuous skill assessment, webinars.
  • Strong governance.
  • Global business continuity with employees available across time zones.
  • Proactive tracking, monitoring of services and End-user experience across locations.


  • Cost reduction and greater return on investment (ROI)
  • Increased predictability
  • Performance optimization
  • Flexible capacity model
  • Global operations scalability
  • Demand flexibility enablement

Key highlights of application maintenance include


  • On demand experience pool of resources
  • Best practices repository from Travel as well as global clients
  • Competency building focus and initiatives
  • Knowledge sharing initiatives across projects
  • Support transaction tools and kits
  • Solution building focus catering to travel domain specific and industry requirements
  • Reusing tools and automation based on similar experiences
  • Identification of key trends and enabling quick decisions

Process frameworks

  • Defining mature framework, methodologies, templates, best practices, periodic project review
  • Boot camp training for all new joiners
  • Sriggle support methodologies
  • L2 / L3 transaction framework
  • Automated defect tracker and deployment tools
  • Application support checklist
  • Proactive communication and review of documents
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