Full service
Application Management Full Service is the highest available level of assistance and service support for Siav solutions.
Its purpose is to ensure the highest level of security and upgrade capability for all clients with specific needs in the field of critical business processes and complexity of installed solutions.
It provides a complete suite of consulting and application services, which are able to anticipate potential problems.
Additional features compared to the Advanced level:
Reduce response time to trouble reports
High priority in supporting and resolving anomalies
On-Site Technical Assistance Service
The service includes unlimited On-Site Assistance calls, including travel costs for the first three (3) calls.
Customer Technical Manager
This service (optional for the Advanced level) provides the possibility of a direct and preferential channel with Siav. The CTM is the “personal” consultant for the customer. With their experience and competence, CTMs advise customers on how best to maximize benefits from Siav solutions.
Help with system expansion
When expanding systems with new products, modules or functionalities, services are available for Analysis and Consulting and for System Configuration and Parameterization.
Consulting on Backup and Disaster Recovery procedures (Advanced Service)
The Full Service level extends the specific activities of the Advanced level, by adding the following:
System analysis and support in creating and updating the Business Continuity Plan;
Consulting and support in creating and updating documentation pertaining to Disaster Recovery procedures;
Planned verification of procedures activated under test conditions (On-Site);
Consulting in creating a replicated Disaster Recovery site.
Use license for a replicated Disaster Recovery site
In particularly critical manufacturing environments, a high level of service continuity is needed, and often traditional backup/restore approaches are not sufficient. In these contexts, it is necessary to have a replicated Disaster Recovery site (normally off-line) available, which can be quickly made operational (on-line), to assure the least service interruption possible. The Full Service level provides a user license to prepare this replicated site, in addition to the consulting and documentation needed to activate switching and alignment with the production environment.
Prior verification and assistance for migration and upgrade plans
The Full Service level extends the activities of the Advanced level adding, for a version upgrade, analysis to define the migration plan, On-Site assistance during the test phase and On-Site assistance during the upgrading phase.
Participation in the Siav Training Program
The Full Service level provides all the features of the Advanced level, but participation is extended to two additional courses selected from the Siav Training Program. Room and board (breakfast and dinner) are included.
Participation in the Siav Academy Program
The Full Service level provides all the features of the Advanced level, but participation is extended to two events.
Discounts
On subscribing to Full Service, you may take advantage of a special rate that allows you to purchase many additional services and consulting at discounted package prices.
