Annual support & maintenance program
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Annual Support & Maintenance service helps you keep your system up-to-date and running at peak efficiency. By providing convenient access to Documentation, How Tos, Videos, and World-Class Technical Support, CitiXsys Annual Support & Maintenance service offers much more than the industry-typical service agreement, covering all your service requirements in one single complete and expedient package.
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Annual support & maintenance program
- 1. Annual Support & Maintenance Program
- 2. Agenda About Us Is your Software being Maintained? What is it about? Where does it fit in? Software Support vs. Software Maintenance Annual Support & Maintenance Program What are your Options? CitiXsys Support Desk Q&A
- 4. Products for SAP® Business One in Retail, Warehousing, Distribution
- 5. Largest SAP® Business One Services Partner in the world
- 6. Installation, Implementation, Integration and Customization Services
- 7. Strategic Partner for SAP Ecosystem Opportunities
- 8. Operating Locations in US, Canada, UK, Australia and India
- 9. Global Employee Count: 225+
- 11. What is it about? Typical Software Product Lifecycle
- 12. Where does it fit in?
- 13. Software Maintenance - Preventive Bug fixes latent faults before they become effective faults Business continuity; minimal downtime
- 14. Software Maintenance - Adaptive Monitoring and adapting to the changed or changing software environment Operating system changes Hardware changes Database structure changes Updates to important Protocols Interfaces Standards No new capabilities though Domain/industry specific requirements
- 16. Competitive edge on the solution landscape
- 17. Performance improvement; ease of use
- 19. Software Support - Corrective Client Access Telephone Support email Support Web Portal Customer communication Software release notes Community user forums Newsletters
- 20. Annual Support & Maintenance Contract(AMC) Assurance the relationship does not end after the sale A guarantee your software is never out of date Enables your voice to reach the provider: changes, usability, issues, etc…
- 21. AMC Continued Safeguards customers interest Includes timely updates, patches and builds Is renewable on an annual basis 100% return on investment
- 22. What are your Options? Service provider Do they have a dedicated Support Team? How can users report issues? Do they have a central repository/ queuing system? Do they provide a 24/7 hotline service? How good is the Knowledge Base? Community user forums: Blogs, Facebook, Twitter Service Level Agreement Are the SLAs defined? What is the response time for bugs and change requests? Updates and upgrades
- 23. We @ CitiXsys Support Desk Support as an independent Business Unit One single complete and expedient package Defined levels of Support (L1, L2, L3) 24/5 CitiXsys helpdesk access for ALL (critical and non-critical) issues After-hours cell support for mission critical issues Mail/ ticketing support portal access (Online Support) eMail notification of important new builds, patches and updates to in-line versions Free upgrades to New and/or Future Versions Knowledge base (Self Help) access: Product Documentation, Troubleshooting Guides, Pre-recorded Demos, How Tos, FAQs, Videos Community user forum access
- 24. How much does it Cost? Renewed on a Calendar Year basis, Annual Support & Maintenance costs 22% of the Software Cost. This is a fixed, single, complete and expedient package not depending upon the number of incidents/ patches/ upgrades.
- 25. Contact Information CitiXsys Americas Inc. (USA) CitiXsys Canada Ltd. (Canada) CitiXsys Australia Pty Ltd. (Asia Pacific) New York Rockefeller Center7th floor, 1230 Avenue of the Americas New York NY 10020 USAT: 1 212 745 1365 F: 1 646 349 3441 E: newyork@citixsys.com New Hampshire 264 South River Road, #474Bedford NH 03110USA T: 1 603 232 8252 F: 1 646 390 1988E: newhampshire@citixsys.com Chicago22nd Floor, The Merc, West Loop30 South Wacker DriveChicago, IL 60606USAT: 1 630 359 5956F: 1 630 697 1315E: chicago@citixsys.com Toronto 8th Floor, 2425 Matheson Blvd. East Mississauga, ON L4W 5K4 Canada T:1 905 361 2886 F:1 905 361 6401 E: toronto@citixsys.com Sydney Tower 2, Level 20, 201 Sussex Street Sydney NSW 2000 Australia T: 61 2 9006 1616 F: 61 2 9006 1515E:sydney@citixsys.com Melbourne Level 27, 525 Collins StreetRialto South Tower Melbourne 3000AustraliaT: 61 3 9935 2916 F: 61 3 9935 2750E: melbourne@citixsys.com PerthLevel 29, Forrest Centre221 St. George Tce Perth WA 6000Australia T: 61 8 9288 0662F: 61 8 9481 3177E: perth@citixsys.com CitiXsys UK Ltd. (UK & EMEA) London Lakeside House, 1 Furzeground Way Stockley Park, Uxbridge UB11 1BD United Kingdom T: 44 0 208 622 3006 F: 44 0 845 280 8848 E: london@citixsys.com CitiXsys TechnologiesLtd. (India & South Asia) New Delhi A-24/5, MCIE, Mathura Road New Delhi 110044 India T: 91 11 42696666 F: 91 11 42696600E: newdelhi@citixsys.com
- 27. Thank you!
Editor's Notes
- Hello and welcome to the Annual Support and Maintenance webinar hosted by Citixsys, My name is Steve Tuszynski, I work out of the Chicago office and I will be your host today
- Our agenda is somewhat straightforward, we will first talk a little about CitiXsys and what we do and then review the great importance of keeping current with a support and maintenance contract. We will break down exactly what these terms mean, how they apply and discuss all of the work and engineering that goes into an Annual support and Maintenance plan, then lastly open the lines for Q&A-
- CitiXsys is a global firm focused on the development, delivery and support of wholesale and retail solutions specifically for SAP products. Our years of experience together with a suite of stable mature solutions make CitiXsys your partner of choice to help you win in today's turbulent markets.CitiXsys is a Gold partner in the SAP channel – which is the highest level that a partner can attain.
- Software is computer programs and other kinds of information read and written by computers, they can help make our life easy, help make us more efficient or help us be more profitable.Software maintenance is the modification of a software product after delivery to correct faults, to improve performance or other attributes, or to adapt the product to a particular environment or industry.So – Software is always evolving and changing to improve its effectiveness and efficiency to the end user. That’s why our developers and engineers come to work every day - to make the product better.
- This diagram shows a typical software product Lifecycle, the current release of any software sits in one or more of these stages. The original research and development starts to fill a void in a particular process or industry need, the product is tested, and introduced to the market where it is used in its particular form and function. The user base relays requests for further engineering and development back to the publisher and a roadmap is born to identify future release dates and which features and functionality will be included by order of priority and/or complexity. And the cycle starts all over again….
- This diagram shows some of the many different criteria a software publisher must take into consideration when researching and developing a product to make life easier, more efficient and more profitable. Feedback from the field helps create small releases or “Patches” when an issue is identified that can be easily corrected or is a critical fix. Changes in Operating Systems, hardware configuration, drivers, platforms and databases all need to be analyzed and adapted to.
- Support on the other hand is a service provided to help the user know and understand the features and functions of the solution or to correct issues resulting from misuse or from a identified ‘Bug” in the system. Support consists of a combination of training documentation and videos for periodic reference, and live support delivered by a Help Desk. In the documentation and videos the product features and functions are thoroughly mapped and documented. Each field, check box and process needs to be documented and explained in depth so the end user can gain the maximum benefit from the solution.
- The professionals that staff the Help Desk are keenly aware of the features and functions of the software and are adept in the business processes of their particular industry. These professionals can help when someone gets “stuck” or has identified a bug or flaw in the system. The Help Desk reports back to the development team and are the front line contact for our customers. Once an issue has been identified that cannot be addressed by conventional manner the issue is escalated to the development team for further scrutiny. The development team then either issues a “patch” or the fix may be written into the next release depending on complexity and urgency of the particular issue. Release notes, Forums and Newsletters keep the customers informed of all new developments and releases.
- Lets put this all together now and look at how an Annual Support and Maintenance Contract or “AMC” is one of the best ongoing investments you can make for your business. The AMC will ensure you are closely tied to your provider, it will entitle you to all the latest releases, patches and features at no additional cost for the software. The contract also enables your voice to be heard regarding the roadmap and new features, functions that will be built into the future releases.
- Protecting your software investment with an Annual Maintenance and Support Contract helps safeguard your business interests. It gives you access to updates, support professionals, development teams, documentation and training material. The AMC is renewable annually and keeps your business strong, agile, efficient and ahead of the competition.
- Contact your local CitiXsys office for more information and find out how you can partner with a winner.Thank you for your time and attention and have a wonderful day.I believe we will open the lines for questions….take it away …..