Operational Support and Maintenance

The purpose of this service is to ensure the customer conditions enabling uninterrupted use of the product.

It is assumed that the customer provides product operation through its own capacities (launch of individual operational events, definition of access authorisation, etc.) including “first level support” services including the basic IT services support level for its employees and clients (e.g. through a call-centre).

Support provided by the supplier is conceived as part of the “Problem management” or “Change management” process according to the customer’s ITIL standards specifications and includes:

• Provision of quick-response consultations related to system use, which can be provided immediately without specialised deeper analysis (hot-line)
• Elimination of product defects covered by warranty during the warranty periods according to the categories classifying the gravity of defects
• Consultation services to resolve more complex product use problems

The goal of maintenance is to provide product adaptation to changed business or operational customer conditions. Maintenance takes place on the basis of customer change requirements. In response to these requirements the supplier prepares an analytical solution proposal, and after the proposal is approved by the customer the supplier creates a change patch implementing the required modification to the product’s functionality.