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Software Maintenance Agreement

SW Installations and maintenance require long term support and software maintenance agreements offer an economic alternative to sustaining large in-house teams with specific expertise, only required on an occasional basis.

  • Software backups
  • Software assistance
  • Software upgrades and updates
  • Software error and defect fixes
  • Remote access support
  • Telephone support
  • User groups

Users have different needs so we offer a variety of agreements all of which can be tailor made to our customer's requirements:

  • Direct access to systems experts
  • A clearly defined response time
  • An SMA can be agreed as a Global agreement covering multiple sites with plant-specific agreements
  • Local, single location or area specific SMA’s are all possible within ATS’s flexible agreement structure
  • Global Help Desk support
  • Telephone Support
  • Guaranteed response times for both telephone support and on-site response

Coverage

The client is offered a choice of options, depending on the required level of service in hours per day and days per week.

Cover in Australia, Europe, North America and Africa

  • 24/7: (24 hours per day / 7 days per week)
  • 24/5: (24 hours per day / 5 days per week)
  • 16/5: (16 hours per day / 5 days per week)
  • 8/5: (8 hours per day / 5 days per week)
  • or other combinations.

Response Time

The service is provided within the agreed response time. This service can be offered through telephone support, remote access having the appropriate ATS expert on-site, or a combination, depending on the situation assessment, example:

  • 20 minutes: Remote assistance per telephone
  • 20 minutes: Remote access support
  • 2 hours - On-site assistance
  • or other combinations

Hardware, software & equipment Expertise

As manufacturing facilities often have a large variety of hardware, software and other plant equipment, the following levels of support will be defined:

Language Support

The client can expect our support team to speak several languages:

  • English
  • French
  • German
  • Dutch
  • Spanish
  • Czech
  • Polish
  • Serbian
  • etc.



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