EAM CMMS HolisTech™ Horizon Maintenance Software - Software Support
Software Support is provided by IT professionals who are completely experienced in the installation and operation of the HolisTech™ EAM CMMS.
Strategic Maintenance Planning offers various levels of Software and Service Support Options to suit your operation's requirements.
Service Support Options
A Service Support Agreement is the best way to ensure that the obvious benefits a EAM/CMMS offers are realized in real terms. Without a proven methodology focused implementation plan and adequate resource, it is possible that the implementation could provide less than anticipated. Service Support services can be performed online or onsite.
Benefits of Support Packages
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Tailored to meet customers needs
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From single to multi-site support
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Ensure consistency across group/organization
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Share 'BEST PRACTICES'
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Enhanced system usage - Better ROI
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Cost effective
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Freedom to choose from support to consultancy to training
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Can call off support as required
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Enhanced service options
Detailed below is an outline of the three Service Support Options. These options are defined as Platinum, Gold or Silver and are designed to support an organization with the actual implementation of a EAM CMMS.
As can be seen the options may be tailored to fit your own requirement, but importantly subscribers are guaranteed a choice of software, consultancy or training for the entire year, called off as and when required.
Platinum Support Package
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Unlimited telephone support.
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Regular software upgrades.
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Provision of a work around for level 1 problems provided within 48 normal working hours
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Software fix provided for level 1 problems provided within 1 week.
20 Days free consultancy provided at the customer request to be used for:
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HolisTech™ EAM CMMS development
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Bespoke Software development
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Training
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Consultancy
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Project Management to include implementation services
Gold Support Package
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Unlimited telephone support.
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Regular software upgrades.
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Provision of a work around for level 1 problems provided within 48 normal working hours.
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Software fix provided for level 1 problems provided within 1 week.
15 Days free consultancy provided at the customer request to be used for:
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HolisTech™ EAM CMMS development
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Bespoke Software development
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Training
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Consultancy
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Project Management to include implementation services
Silver Support Package
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Unlimited telephone support.
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Regular software upgrades.
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Provision of a work around for level 1 problems provided within 48 normal working hours
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Software fix provided for level 1 problems provided within 1 week.
10 Days free consultancy provided at the customer request to be used for:
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HolisTech™ EAM CMMS development
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Bespoke Software development
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Training
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Consultancy
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Project Management to include implementation services
Problem Severity
Level 1 - A problem or software bug which prevents the user from using the system and causes production to cease.
Level 2 - A problem or software bug that prevents the user from using the system but has no effect on production.
Level 3 - A problem or software bug which does not prevent the user from using the system and has no effect on production but one in which the system does not perform as specified.
Level 4 - The system operates as defined but not to the satisfaction of the user. This is essentially an 'Application Development Request' (ADR)
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