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Operational support and maintenance

The purpose of the service is to provide customers the conditions for continued use of the product.

It is believed that the customer operates product incl. Services "1st level support" a basic level of IT support for their employees and clients. The support provided by the supplier is part of the process "Problem Management", respectively. "Change management", according to ITIL standards on the part of the customer and includes:

 

  • providing operational consultations connected with the use of the system, which can provide immediately, without specialized deeper analysis (hot-line),
  • removing defects warranty product guaranteed deadlines according to the severity categories,
  • consulting services for solving complex problems associated with the use of the product.

 

The aim is to adapt a commercial product or operating conditions of customers. Maintenance is carried out according to customer requirements, for which the contractor will propose solutions and approval by the customer creates Amending patch realizing the desired alignment.