Support and upkeep services

Our regular support service is available during office hours, from 8 AM to 4 PM. If necessary, the service level and response time can be agreed upon separately in an upkeep contract.

Our regular support service is available during office hours, from 8 AM to 4 PM. If necessary, the service level and response time can be agreed upon separately in an upkeep contract.

Minor usability issues are resolved over the phone, remotely, or via a shared desktop. The service is provided by the customer’s personal support person familiar with the customer’s operating environment. Our support will be there for you quickly; with us, you can forget about queueing, shallow service and enormous bills!

Regular software updates included under the upkeep contract ensure functionality and usability of your system regardless of software modifications and changes taking place in the world around you. As an upkeep contract customer, in addition to regular upkeep updates, you are entitled to new functionalities for improved use.

ICT support services

  • establishment of ALMA service and database
  • server platform replacements
  • system installations, connections required and upkeep thereof
  • SaaS services
  • backup copy services

User support services

  • version updates
  • administrator support
  • user support for the ALMA system and various application areas
  • advice in problem situations
  • troubleshooting

Extended constant support service – Administration Service

With the help of our Administration Service, you can get more out of ALMA software, since your organisation’s experts are relieved of routine upkeep tasks. The Administration Service ensures efficient and functional technical data management with consideration of the needs of production and maintenance. The service ensures up-to-dateness of the ALMA system, controlled implementation of data management modifications, and availability of ALMA support without involvement of the customer company’s own personnel. The ALMA Administration Service can also be useful in case of projects and during holidays, when your own resources are not available.

Nowadays, it is quite typical for a production plant not to have its own planning resources; instead, everything is outsourced from several different suppliers. In such a multi-supplier environment, our service ensures compliance with the customer’s procedures, standards, and instructions, as well as the best and consistent system use practices for different actors. The ALMA Administration Service always takes care of the production plant’s data and document management-related upkeep and maintenance needs during the plant’s entire lifecycle.

The Administration Service covers the following services:

 

  • monitoring and reporting of application usability
  • user rights management
  • unification of application use and development of procedures
  • user training coordination and arrangement for new users
  • user support in problem situations
  • investigation of failures
  • coordination of development needs
  • other items agreed under the Administration Service, for example, project services

Complete transfer of your ALMA system under the responsibility of our ALMA Administration Service is a cost-effective solution for your organisation.