ALM Operation and Support

You don’t want to or can’t operate your ALM system yourself? You want support that knows your installation inside out? Then we are the right partner for you when it comes to operating and supporting your ALM system.

Operation

If required, we can take care of all aspects of the professional and technical operation of your systems. Either on your own servers or on servers we provide and manage. You can be sure that we have the right solution for you.

We offer dedicated operation and support for large installations, i.e., with our own team, and for smaller installations from a shared service center.

The various services can be packaged individually and ordered via time- or work-based contracts.

First-Level Support

• First-level support is the initial point of contact for all incoming support inquiries. Our employee is responsible for recording all necessary information, including any additional details, and handles the issue as independently as possible based on their knowledge.
• The goal is to preselect and quickly resolve as many problems as possible.
• Tickets can be created using a ticket system via email or telephone.

Second-Level Support

• Second-level support handles more complex inquiries.
• If the complexity of an inquiry exceeds the expertise or technical capabilities of second-level support, it is forwarded (“escalated”) to the manufacturer’s third-level support.
• Tickets whose solution requires intervention in the program logic or database data are also forwarded to third-level support.
• We coordinate with the product manufacturer.