After providing customers our software
products or customised software
our services donot stop. Our deliverables
include technical support through
a formal system called Alert
Management System (AMS), binary
code maintenance through Annual
Maintenance Contract and also Customised
programs source code maintenance.
AMS is accessible by authorised licensed users 24 x 7. AMS tracks each issue - suggestion or complaint, submitted by users through its life cycle, from the time of its submission until it is reported as resolved, i.e. it must be closed by the user and not our support personnel. Customers can check the status of each "alert" raised by them and escalate its priority at any time. This system is designed to provide transparency and confidence to users of our software worldwide and it serves to provide our product managers, traction with our system implementers, trainers and developers who resolve problems and issues of the users promptly. We use response times and number of alerts or incidences among the different KPIs. The product and service personnel know how these affect their ratings.
AMS informs through email the coordinators named by licensees, whenever changes are made or database used in the applications is revised. The licensees must name contract administrator, program/master data distribution manager, training coordinator from their organisation.
Binary code maintenance program ensures that users get regular updates and bug fixes. Extra charges become applicable only for significant enhancements announced in new releases. The updated programs are downloadable via the web site through license registration process. Binary code maintenance cost ranges from 12% to 18% per annum while source code maintenance varies from 18% to 25% per annum. Specific contracts may stipulate different rates.
Another deliverable is our web based training program. Standard or customised training programs can be scheduled for users as per the agreed terms of the license or specific requests.
For us, success of users of our products and services is the best testimonial and also the driver of our business growth.
Apart from AMS, users can also use the email window in the “Quick contact” section or write to us at support@sdindia.com. |
