Maintaining full time internal support teams for often complex, dynamic systems is a challenge and expensive at the best of times. The systems themselves constantly change and evolve, while the skills and knowledge needed are highly sought after and must be maintained. Fastman addresses this and reduces the operating cost of these systems through a well defined and mature set of support offerings.
Fastman’s Managed Support Services provide a range of support and enhancements services delivered within a well defined service management model. Support is provided either reactively or proactively, can be delivered either onsite or remotely and is available for both off-the-shelf products supplied by Fastman or our partners, and for .NET systems developed by Fastman or 3rd Parties.
Proactive application support is a routine check of your system and recommended remediation. This may be a tactical change such as installing the latest patches to resolve an outstanding issue or a strategic recommendation such as future storage of licensing requirements.
Reactive application support services include technical application or interface issues, coordinating and escalating application support issues with 3rd party suppliers, or simply day-to-day system administration.
Managed Support is based on a support agreement which outlines the reactive and proactive support services and provides clients with:
For ECM systems such as Open Text Content Server and Microsoft SharePoint, this agreement also provides regular System Health Checks which includes the following, but can be customised to meet your environment:
ECM systems contain many components, sourced both from the product vendor themselves and from third parties—often located remotely and differing time zones. Understanding these components, how they are used within your organisation and options for how they can be best deployed and leverages is a core part of an effective support model.
While vendors themselves provide effective software maintenance programs, and organisations may have some internal support capability, this is only part of the answer.
Likewise ensuring licensing and maintenance arrangements are current, consistent and aligned with your business needs can be a time consuming and confusing task.
Fastman fills this gap by providing a Software Support Service that bridges the gap between vendors product maintenance services and our clients business needs and processes. This service provides:
When used in conjunction with a Fastman Managed Support Service, this may be extended to include:
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