| Support & Maintenance
Our System Development Life Cycle spans the following activities
• Understanding the business,
• Documenting the requirements of the business
developing prototypes, process-flows, use cases etc.,
the business requirements into a highly efficient
and optimal technical
architecture and design,
• Developing the solution,
• Integrating the
solution with end-to-end testing,
Deploying the solution and providing
end-user and maintaining the solution for business upgrades.
Dhithi has a very extensive set of procedures, which spans the complete development life cycle. These procedures are flexible enough to suit the myriad types of projects that we undertake. Generating repeat orders from our existing clients is an indication of our commitment to provide customer satisfaction through our structured approach to system development.
Support Process Document
The process followed for all support projects is as follows:
• Preparation of documents
first step in a support project is to check the availability and
of the documents pertaining to the project. The following
documents need to be there:
o Design document which gives details of the table
o Program Specifications which gives details of
in the Project
Manual If the above documents are not available,
then we will prepare the same in
consultation with the client.
We do not take up
support for any project without these
• Identification of issues
Issues can be identified either by the client or by the support team.
These may be any of the following:
o Minor Modifications
o Major Enhancements
If the support team identifies the issue, the same is communicated to
the Project Manager (from the client side). She discusses the same
with the users and indicates whether it should be taken forward or
whether no action is needed. If the users identify an issue, then the
same is communicated to the Project Manager.
In both cases, if the issue needs to be resolved, the Project Manager
raises a Change Request and gives the same to the Support Team.
The Project Manager also prioritizes each Change Request.
During this phase, the Support Team will study the request to see if
the Change Request is really needed. In some cases, the same result
can be achieved through other ways of which the user may not be
Once the Change Request is validated for its need, the Support Team
will undertake a Feasibility Study and ensure that it is possible to
fulfill the Change Request.
The next step is to prepare an Impact Analysis of the Change
In this process, the Support Team does any design changes that are
required for the Change Request.
The Design Document and the concerned Program specifications are
Support Team changes or writes additional code as per the details
given in the changed Program specifications.
All changed programs go through a Unit Test.
The Operation Manual is changed.
• Integration and Test
After all the changes are completed, the changed code is integrated
into the application.
Regression Testing is done to ensure that the application does not
have any defects.
After the testing, the application is deployed on a test environment
at the client location.
The users conduct an acceptance test and sign-off that the changes
have been done as per the request.
A Transition Plan is drawn that details the steps to be done to
transition from the existing application to the changed application.
The application is deployed to the live site based on the above
The Support Team prepares Release Notes and hands the same over
to the client.
• Version Management
In all Support projects, the version management is very crucial as
the application is live and hence that version needs to be maintained
as such till the changed version is ready for deployment. During the
changes, it is possible that some urgent issues need to be addressed
in the live version. The Support Team manages the different versions
of the application and ensures that the live version is supported
continuously and no version conflict arises.