Support

Today’s IT environments are complex and mission critical. Traditional application ‘islands’ are giving way to integrated systems that support end-to-end business processes, increase automation and incorporate sophisticated workflow. Both the Private and Public sectors have to increase efficiency, reduce costs and provide the highest levels of service. Consequently organisations have to integrate their systems to deliver the performance improvements that are necessary for future success.

As complex integrations become more prevalent, so the need for more timely and more specialist support increases.


Integration support is imperative

When applications were deployed in silos, the main risk of failure was in the systems themselves. In addition the extent of the problem was confined to the specific users of a particular application.

With integration, the picture changes completely. Users across the organisation now rely on integration solutions that combine data and processes from different applications. Most have workflow and automation built into them. In these scenarios, failure of integration solution, and the integration platform they are built on become the biggest risk to an organisation’s operations. Such failures generally affect multiple users and systems, including those that are mission critical. As a result support for the integration solutions and platform becomes imperative.

Specialist support is vital As complex integrations become more prevalent, so the need for more timely and more expert support increases. In-house resources may lack the depth of experience necessary to resolve the most complex problems. Those with the experience will be few in number and are likely to be constrained by high demand. Holidays and sickness only make the problem worse. As a result a system failure can have catastrophic effects.

Solidsoft is uniquely placed to provide organisations with the specialist support they need.

With unparalleled experience of designing, developing and implementing sophisticated integration applications using Microsoft technology, Solidsoft has the skills, resources and infrastructure necessary to keep your business operating smoothly.


Support packages

The Solidsoft support packages are provided on an incident basis and cover:

• Business continuity support for your live critical systems
• Application development support where you would require assistance with development and test issues

Meeting your differing support requirements In the complex world of application development we understand that your support needs are not just in the area of your live systems, but rather extend into the arena of testing and development. Hence, we have created a flexible support offering that can be used where it is needed most and is structured to the requirements for each of these areas.

Business continuity support is provided to enable the live critical systems that have failed to become operational again as quickly as possible. Supported critical systems are either systems that we have delivered to you, or if you would like us to take on a third party solution, where we have conducted a support audit, which will enable us to offer the level of cover needed. These systems will be explicitly listed in the support contract schedule. When a business continuity incident is called off Solidsoft will use what time is necessary to provide the resolution.

Application development and testing support is to cover any request you might have where we are able to offer assistance! For example, it could be where you have a particularly difficult development problem to solve, or where something is not working as you expect, or if your test environment is not consistent with your live environment. A list of areas of expertise will be provided for guidance but you may use an incident to request help in any area. Once we have confirmed that we can offer the requested help the incident will be used. Each incident used for application development and testing support is limited to eight hours; however, you can request that additional incidents be used if the time needs to be extended.


Support details

All of our support offerings come with:

Dedicated managed call desk facility with: Web based customer incident tracking facility Support performance reporting Proactive support incident management		Incident prioritisation: Three levels
Incidents can be logged via: Email using your dedicated email address The Web Phone using a dedicated support number		Self-help provision: Your own personal web based knowledge base Accessible 24x7
Incident resolution: May be done remotely and may require remote access facilities May use Virtual Machine for diagnoses		Service levels: Guaranteed incident acknowledgement and response

Bronze support (starter level)

Starts at five incidents although there is the option to start at a higher number in increments of five, to a maximum of 20 incidents.

• Cannot be customised
• Offered at the standard SLA level
• Standard business hours coverage (9am to 5pm, Monday to Friday)
• Additional incidents can be purchased in packs of five

Silver support

Silver cover starts at 15 incidents but can start at a higher number

• Silver includes a free integration environment health check
• Silver is the first support offering that can be customised
• Possible customisations include:
• Higher SLA criteria
• Increased operating hours
• Pre-booked consultancy days
• Technology briefings and technical strategy workshops
• Additional health checks
• Offered at the medium SLA level
• Standard business hours coverage (9am to 5pm, Monday to Friday)
• Additional incidents can be purchased in packs of five

Gold support

This is the ultimate in customisable support solutions, including on-site support resources, outsourced helpdesk, high level SLAs and pro-active monitoring. Such a support solution would be tailored to the specific needs of the customer.

For further details please call Ian McQueen, Solidsoft's Support Manager on 01256 375700 or use our Contact Us page.

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