To ensure that the solution is effectively supported and maintained we will provide the following services:
Network performance is measured in terms of reliability and responsiveness. Having systems in place to actively monitor is crucial especially in operations where safety and production is of utmost importance. What is equally important is that these systems are configured competently and that support personnel can action existing and potential failures effectively.
Pro-active maintenance consists of general housekeeping on the application to ensure that the system is running and performing optimally with minimum interruption. This typically includes monitoring of the health logs, performance counters, and error logs, and treatment of any issues identified in the process.
Corrective maintenance refers to the service covering the analysis and resolution of errors and implementing the necessary changes to production. This service will apply in a “break-fix” manner and includes root cause analysis and bug fixes.
Our support service levels are tailored to the needs of each customer. This also determines the support cost, and as such allows us to flex and provide customers with a tailored service at a price point that is sensible to them.
1st line support will be provided on site at the customer’s operation. 2nd and 3rd line support resources will typically initially assist of site in communication with the onsite team. When required 2nd and 3rd line support will be rendered on site at the customer’s operation.
To enable effective scaling of the on-site support function we initially make use of our central support team and temporarily house them in a location close to the customer site. During this time we recruit and train local individuals to perform 1st line activities. Through this model we not only ensure that SLA’s and support needs can be met, but we also contribute to the local community through education and job creation.
To ensure that customers can be serviced within desired service level agreements we determine the stock requirements on a per-contracts basis. If local stores are required then we will survey sites within the support region and establish a local store to ensure local availability of stock and consumables.