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Support and Maintenance

 

Allevo provides software services for:

 

1. Allevo products (FinTP, qPayIntegrator, Esfera, FMA)

2. Third party products (from BMC, IBM, Microsoft, Oracle, SWIFT)

The support services are packaged in three alternative options (bronze, silver, gold) and are delivered remotely. On-site service delivery is negotiable.

 

BRONZE

SILVER

GOLD

Allevo online HelpDesk service

No included cases

Allevo online HelpDesk service

3 included cases per month

Assigned contact person

Unlimited cases per month

Enhanced incident resolution time

The different support packages can be picked to fit the needs of every individual business. Please contact our team for more details on Allevo’s services offering: sales at allevo dot ro.

Service

Bronze

Silver

Gold

Monthly proactive support

1. Environment health check

ü

ü

ü

2. System status and suggested actions report

ü

ü

ü

3. Customer intervention tracking

ü

ü

ü

Custom support

1. Remote interventions (all that apply):

- configuration

- analysis and diagnosis

- incident reproduction on Allevo environments

- temporary or final solution suggestion

- delivering the solution on the test platform

- assistance for solution testing and validation

- solution promotion on the production environment

ü

ü

2. Solution test scenarios

ü

ü

3. Assistance requests for historical (at least 60 days old) incidents

ü

ü

4. Customer platform administration

ü

ü

5. Additional documentation

ü

ü

6. Information or guidance requests for provided documentation

 

ü

ü

Special support services (on an yearly basis))

1. Technical or business consultancy

Max 2

2. Business continuity assistance

Max 2

3. Software optimization

Max 2

4. Underlying software upgrade consultancy

Max 2

5. Backup policy or strategy consultancy

Max 2

6. Configuration management

ü

7. Version management

ü

Note: ü stands for included services and blanks mean these services are optional and can be contracted on a one by one basis. Packages differ from one another through SLA terms.


For its own products Allevo ensures a full range of maintenance services, from providing limited user support, repairing malfunctions, publishing new versions or releases, the right to use any patches (corrections or modifications) or any new releases, up to compliance to industry regulations and standards.

 
Intertek ISO 9001:2008CMMI Level 2ISO  9001/2008 Dun & Bradstreet