| Our Services |
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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 your 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. |
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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 |
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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. |
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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. |
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Updated Databank - 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 timeframes 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 Annual Maintenance Contract, to receive comprehensive and cost-effective coverage with proactive support and guaranteed response.
Global Software Support
Servion has deployed a Customer Support and Service Desk Software Program from GSS that is designed to help you effectively track, resolve, and report on issues that affect your business and customers, resulting in improved efficiencies, reduced costs, and higher quality service.
Other Specialized Service Options
In addition, Servion offers the following service that is billable: |
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First-Level Diagnosis - The Servion team is trained on various technologies and so can provide expert, first-level diagnosis of any non-Servion platforms you may use. |
* 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. |
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