SV Group Services Proactive and reactive support

Proactive and reactive support

SV Group provides services of proactive and reactive support with the objective to ensure proper functioning, availability and continual improvement of implemented application and system solutions. 

Proactive support service has as its goal identification and prevention of possible problems. 

Reactive support service includes procedures of managing and resolving critical situations (i.e. incidents) providing there is a defined Service Level Agreement in place.

We provide proactive and reactive support combining the following maintenance methods and models: 

Phone support: Short phone consultations which include technical questions regarding the components under the maintenance, e.g. clarifications concerning additional functionalities of the installed software and hardware, explanations regarding deployment options of the installed software and hardware new functionalities, explanations regarding installation and configuration options of the new software products, explanations regarding migration from lower to higher software versions, clarifications of certain software and hardware messages or ‘return codes’ and necessary actions required to take, etc.

 Electronic support: Answering questions submitted by e-mail or by electronic service request via the Web. Resolution of such requests. Electronic submission of software problems to software manufacturer, problem resolution monitoring, problem resolution escalation, production or provision of corrections, assistance in contacting software manufacturer SME (Subject Matter Expert). 

Support at Customer location: Support at Customer location is provided in case the reported problem cannot be resolved without the presence of SV Group experts. Support is provided in case of resolving incidents or eliminating errors in application and/or system software operation. Support includes root cause analysis, information gathering for problem resolution, producing or providing fixes, implementing an application or system fix of the reported problem, testing and training in accordance with the changes made in the application or system solution. 

Regular snapshots: Problem identification and prevention before its occurrence and increase in system availability. A snapshot includes a review of application and system logs and the operating system with the purpose of error detection in software and hardware operation, assessment of software and hardware configuration accuracy and review of configuration changes since the last proactive maintenance. A snapshot also includes written reports about performed activities with the list of detected errors, noted configuration changes and suggestions for corrective actions. 

Standbys: Standby service includes passive standby and active standby. Passive standby is in advance agreed period of availability of the utilized expert at any time. Active standby is to be working on the system either by remote access of on customer location at any time.

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