Servion has a customer-centric business model to ensure that the solutions deployed are to the total satisfaction of customers.
Annual maintenance support
For priority service with the best value and the fastest response times, opt for an Annual Maintenance Contract (AMC) from Servion. The standard AMC plan extends over 1 year and offers a choice of 8 x 5 or 24 x 7 coverage; if yours needs change, you can upgrade from an 8 x 5 plan to 24 x 7. Under the contract, response time is immediate and resolution time is guaranteed. Minor modifications are included, as is warranty / maintenance for modifications.* You also have the option to contact the Servion help desk any time, via toll-free number, fax, or e-mail.
With AMC coverage, your business benefits from a dedicated engineer who is trained in your applications – providing you with maximum response, and the fastest possible enhancements and trouble resolution. In addition, the plan provides the following value-added services, to deliver proactive, ongoing support for your business and your Servion solution.
System health checks
Performed once every 3 months, this health check provides software-related activities and a system cleanup that includes purging unwanted data, deleting irrelevant logs, and taking system backup
Solution performance evaluation
Servion will evaluate the performance of your deployed solution every 6 months. The evaluation report will offer suggestions and recommendations to optimize utilization, as well as suggest suitable upgrades and enhancements
Disaster recovery assistance
Should your system have problems or failures, Servion will provide remote support for disaster recovery. If the need arises, help includes reinstallation of software and resolution of integration issues
To ensure uninterrupted service, Servion practices business continuity management. Under this approach, Servion will maintain a repository of updated application source codes, to considerably reduce turnaround time in the event of a disaster
These value-added services are also available to non-AMC customers as individually billable options.
Secondary services plans
With the professional services plan, you can sign up for a specified number of professional service hours with Servion – 50 hours for 6 months or 100 hours for 1 year – and choose how you want to utilize the time. For example, you can select support services, modifications, enhancements or training. Onsite troubleshooting is provided at a per-day rate plus travel hours**; other services are billed per hour and provided based on availability of resources.
Under the time and materials plan, there are no specific time frames. You simply request services as needed. The services are provided based on availability, after AMC priority customers. Onsite troubleshooting is provided at a per-day rate plus travel hours**; other services are available at an hourly rate. However, at any time you can upgrade to an AMC, to receive comprehensive and cost-effective coverage with proactive support and guaranteed response.
* The Servion support manager qualifies any modification request as minor or major; his / her decision will be final.
** Warranty / maintenance for modifications is not included.