We offer support and maintenance packages tailored to the needs of our customers.

Depending on our client requirements, our services can cover software components such as standard software, middleware, integration software modules, interfaces, databases etc.

Custom made service packages are available in service levels starting from an agreement for intervention upon prenotice, up to full 7x24 support contracts.

Monitoring and Support

Our effectiveness in supporting and maintaining production systems and applications is the result of early planning and the flexibility of our experienced staff.

Our proactive and holistic approach is: What information and control mechanisms will be used by the different actors once the system is up and running and how can we automate recurrent tasks?

Monitoring and reporting, fault tolerance, risk and failure management are considered in appropriate detail during all phases of our projects.

We develop highly configurable tools and methods for detecting and representing unusual system behaviour as well as alerting upon unexpected incidents.

From our experience we have achieved a good understanding of the granularity of information that is needed by the different persons involved in support, and which detection rules should be directed towards which actions. Together with our customers we configure both the application specific and overall monitoring tools.

We configure off-the-shelf monitoring software, but we also build independent monitoring and support systems that add high degree of automation to the help desk processes of companies. The key features are:

• Workflow based maintenance of alerting rules and related help instructions
• Event based alerting and redirecting to corresponding help instructions
• Seamless information flow between different support levels
• Infinite grouping/sub-grouping of help instructions
• Data synchronization to other products

Change Requests

Implementing change requests is often a critical success factor during the productive phase of an integration solution. We work towards maintaining the overall architectural goals of the enterprise, and do not overemphasize the "quick and easy approach".

We estimate, plan and implement change requests in a cost effective manner, ensuring feedback to the project process.

Platform Upgrades

Performing platform upgrades can be a daunting task in large scale, heterogeneous IT environments. We have the experience to plan and conduct product upgrades of application integration environments, while leaving operation capabilities in place for the customer.

We work hard to set up detailed rollout planning and fallback scenarios. We talk to system administrators, help desk employees, managers and common users. We gather facts and impressions of business systems and related monitoring and support systems and let them flow back into system realization. These are some of the key factors for effective and successful support and maintenance in a production environment.