When selecting a software solution, the CVs of the potential members of the project team are usually requested. The focus here is on reviewing the relevant skills and industry experience. The evaluation of the performance characteristics of support services is often underestimated. Studies confirm that support is of central importance for long-term customer loyalty. Support is an elementary component of our understanding of service. In regular customer surveys we determine the support quality and use this for continuous improvement.
With the conclusion of a maintenance contract (software maintenance and support) - for this we use the recognized BITKOM standard contract templates - the following services are available to our customers.
Regular Upgrades and Updates
Based on innovation packs, patches and hotfixes. Changed and new functions are comprehensively documented in release Notes.
3rd Level Standard Support
The starting point is an ITIL-based support process with real people in our multilingual Service Center in Saarbrücken. Customers use our web-based JIRA ticket system for the error message. The problem analysis and solution is transparent for customers. The Service Level Agreement defines the reaction and recovery time for different error categories and the corresponding measures.
In addition to the aforementioned ticket system, we use common remote maintenance systems such as Team Viewer to accelerate error analysis.
Individual Support Services
As we adapt DHC VISION to the individual needs and requirements of our customers on request, we also take care of maintenance.
In principle, our customers also have the option of entrusting us separately with the maintenance of a customer-specific system environment and the DHC VISION instance used there. Usually we use the MS-Azure Cloud Services for this purpose.
Of course, it is also possible to make use of support services outside the service period agreed in the maintenance contract. This is particularly relevant for upcoming audits or ad hoc projects.