Operation and Management of Software Solutions

Our collaboration with customers doesn't end with the successful delivery of a functional solution. Our customers benefit from our expertise for further system development, integration with other systems, and ensuring service availability with defined response times.

Our service contracts are based on strictly defined conditions and service level agreements (SLAs). Our customers can utilize our 24/7 continuous support with a response time of 1 hour.

Quality service is ensured through a professional help desk system that serves as a record of service requests. This system includes the request creation and details, as well as the progress and resolution of the request.

In cases that require collaboration with the software vendor, we are capable of providing 3rd level support if the customer has a valid software support agreement with the vendor.

Technical support includes ongoing maintenance, proactive monitoring, and evaluation of the implemented solution. As part of our service, we take responsibility for the functionality of the solution throughout its software lifecycle.

SysMa Basic (Operational Foundation)

• Basic support (reactive approach, log checking, basic functionality verification, error resolution)
• Coordination with the vendor's support (troubleshooting with the vendor)

SysMa Standard (Extended Services)

• Automated solution monitoring
• Proactive troubleshooting
• Active communication with the vendor
• Installation of patches and hotfixes
• Incident recording in the incident management tool
• Maintenance of an operations log
• Reporting

SysMa Complete (Comprehensive Services)

• Service and process planning and development
• Regular solution prophylaxis (Health Check)
• Designing solution optimization according to customer's current needs
• Software system maintenance and performance estimation
• Migration, solution resizing (growth/down-sizing), implementation of new features
• Individual consultations