Support Model

Support Model

The KIP Managed Services Team provides support across each of the core components of an application. This includes everything from end-user and application support, to database, operating system and infrastructure support.

Our support service can be flexed to provide complete outsourcing through to specialist support for a specific area. For example, we have clients who elect for specific areas such as functional support for Oracle applications Suite or DBA support on Microsoft SQL Server.

Each of these components is described below:


Our support centre is staffed by a team of business/functional consultants who are fully experienced in business processes as well as your specific application.

Where we are supporting packaged applications or custom built applications, the consultants will typically have previous industry and/or implementation experience. They will also have the relevant technical certifications and professional qualifications. If the application is a custom solution (e.g. a warehouse) the team will be trained in your own business processes as well as your specific solution.

This team will provide business and application support with on-going configuration, process and general advice, as well as skill transfer designed to improve productivity. This can include answering “How-to” type questions and supporting clients through critical periods such as month-end processes.


The Application support team is comprised of technical consultants who are able to diagnose and fix bugs. KIP support engineers are skilled in supporting both custom and packaged applications developed on both Java and .NET platforms. We also have experience of the full Oracle and Microsoft technology solutions stack as well as a number of proprietary tools including Business Objects, Cognos and Informatica.

The role of the applications support consultant includes:
  • Performance Monitoring
  • Monitoring interfaces and other technical aspects of the solution
  • System Management
  • Applying patches to the solution
  • Technical application configuration
  • Data reconciliation and addressing any data issues
  • Application performance tuning
Database and Tools

The database and tools team have the skills required to install and support the application infrastructure. KIP supports Oracle and Microsoft SQL Server databases running on Unix, Linux and Windows platforms.

The role of the applications support consultant includes:
  • Capacity Planning
  • Patch Application
  • Database and Performance Monitoring
  • Hosting and Infrastructure
  • Backup and Recovery
Hosting and Infrastructure

The fourth tier of the support model is hosting and infrastructure support. This includes ensuring that the required hardware, network and operating systems are performing correctly to support the application.

The role of the hosting and infrastructure support consultant includes:
  • Hardware performance monitoring
  • Operating system installation and configuration
  • Patching operating systems
  • Backup and recovery
  • Disaster planning and recovery
  • Network monitoring

KIP focuses on customer success. As a leading enterprise business and technology solutions provider in North America.

Quick Links

Contact Information


Copyright © 2023. All rights reserved.