Customized applications developed by Cross
to meet your specific business requirements become an essential part of your business. It is
vital that the software be efficiently maintained and any problems that may occur are quickly resolved. These applications must remain functional at peak performance and ready to address your business needs. Our strength lies in providing you with responsive maintenance support for those customized applications through CrossNet
Custom Application Maintenance.

Remote Custom Application Maintenance

Troubleshooting of Custom Applications Developed by Cross: Cross Application Engineers will provide troubleshooting as well as break/fix support for your custom application.

Avaya/Manufacturer Support Ticket Management: Cross will open and manage any required trouble tickets with Avaya or required manufacturer to provide resolution to the issue.

Error Log Checking Within Applications: Cross Application Engineers will review all error logs to support issue/problem resolution.

Coverage Hours: Standard business hours 8 a.m. – 5 p.m. local time, extended coverage available with 24x7 support option.

What Does CrossNet Custom Application
Maintenance Give You?

Application Related Problem Resolution: Cross will analyze the application error via error logs and will then troubleshoot the related error to resolution.

Recommendations: Provide recommendations for software fixes, updates and service packs after reviewing error logs to clear errors.

Remedial Maintenance Support: Cross will provide remedial maintenance activities including software fixes/patches and software update releases per the manufacturer.

Timely Response Intervals: Priority 1 “Critical Failures” response interval for providing Remote Support is 4 hours. Priority 2 “Urgent Failures” response interval for providing Remote Support is 8 hours. Priority 3 “Limited Impact Failures” response time for providing Remote Support
is 12 hours.

Minimize Business Impacts: The depth of knowledge and experience
Cross has with business communication environments translates into faster return to service and increased avoidance of service disruptions. We minimize unforeseen time and material expenses throughout the life
of the solution through an easy-to-access service center staffed by application experts. CrossNet Maintenance increases both your ROI
and customer satisfaction with your mission-critical solution.

Our Foundation

CrossNet Custom Application Maintenance is based on recognized incident management best practices and is staffed to handle customer requests on a 24x7x365 basis. All calls are answered by a live person — no voice mail or waiting for hours on hold. Cross takes pride in its ability to maintain a high level of customer satisfaction. That same culture is embedded in the people and processes within CrossNet Maintenance Services.

CrossNet Maintenance Solutions

•	CrossNet Remote Maintenance
•	CrossNet On-site Maintenance
•	CrossNet Application Maintenance
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