Technical assistance and continuous monitoring for availability and fast intervention.
Availability is built before the incident
A system that holds the institution’s registry cannot be unavailable for a day. Not because it would be unpleasant, but because legal deadlines run regardless of the state of the application, and documents keep arriving.
That is why support does not start when a call comes in. It starts with the monitoring that notices the problem before the user feels it, and with procedures prepared for foreseeable situations.
What continuous support means
Monitoring watches the state of the services, response times, storage space, processing queues and errors. What goes outside normal limits produces an alert to the technical team, not a ticket from an unhappy user.
Technical assistance takes requests through the agreed channels and handles them by severity. An incident that stops document registration does not have the same urgency as a question about a report.
The actual level — the hours covered, response times, restoration times — is part of the service contract and is set at contracting, according to how critical the system is for your organisation.
- monitoring of service state and operating indicators;
- alerts to the technical team, before users report anything;
- requests handled by severity;
- the service level, set by contract, not assumed.
What the organisation gains
Predictability. You know whom to call, how fast you get an answer and what happens when something does not work — before you need it.
And for institutions accountable to an auditor, a support contract with defined levels is itself a requirement, not just a convenience.
Questions and answers
What response times do you guarantee?
They are set by contract, according to how critical the system is. We do not publish generic values, because they would be meaningless outside a concrete context.
Is support included in the subscription?
For the components sold as a subscription, warranty and technical support are included for the duration of the subscription. For the others, they are contracted separately.
Through which channels can help be requested?
The channels are agreed at contracting. Usually e-mail and a single point of contact for critical incidents.
Does monitoring see our data?
Monitoring follows technical operating indicators, not the content of documents.