To operate IT systems permanently with high availability and performance, regular maintenance support is necessary.
Based on the service package “Software Maintenance” (according to ITIL: Release Management) additional services, up to a complete operational concept, may be contracted with GEFASOFT. The detailed specification of services and all necessary interfaces is arranged in an operation manual. The corporate creation of this operation manual is the start for sustainable system operations. The following service packages may be delivered by GEFASOFT:
- Essential for all support services is the use of up-to-date software versions. The package “software maintenance” includes free updates and patches and is the basis for the other packages.
- Incident Management: Hotline Support / “Incident Management” (according to ITIL) with selectable service times (up to 7 x 24H) and response times (down to 30 min.)
- System Operation: Covers the services “Change Management” and “Problem Management” according to ITIL and includes e.g. installation of patches and updates via remote access, proactive monitoring / monthly system status reports, support for data backup, etc.
- Variable Services: General Support for users in charge for maintenance and configuration (parameterization) of Legato applications via e-mail, help-desk or phone.