Software Maintenance Agreements (SMA)

Software Maintenance Agreements ATS Software Products Quality Management Software ATS Partners & Products Support Services

Software Maintenance Agreements provide enterprises with essential software upgrades, updates, repair of defects, telephone support and user groups at a fixed rate.

►SMA agreements are agreed with the client and purchased with the software licenses and annually renewed to ensure your solution remains on the latest releases. In this way you fully benefit from new functionality.

Package coverage

  • Software assistance
  • Software upgrades & updates
  • Software defects fixes
  • Telephone & technical & remote support
  • User groups

Key benefits

  • Software remains up-to-date.
  • Management of software licenses, updates and development.
  • Access to software expertise and to key user webinars.
  • Software systems roadmap planning provide suggestions for future versions.
  • Professional processes and escalation procedures.
  • Single source responsibility.
  • Extensive coverage.

  • 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.

    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 24x7 Service Desk support
    • Telephone support
    • Guaranteed response times for both telephone support and on-site response

    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

    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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