Training and support

Annual Support Agreement

Define support scope, communication and responsibilities through agreed service terms.

Request a site assessment How does it work?

Overview

The need it addresses

The Annual Support Agreement is positioned so that requests arising during use and maintenance needs are handled in a defined service arrangement. The business knows how to submit a support request, under what scope it will receive service and how priorities will be assessed.

How does it work?

The agreement can specify the support channel, working hours, request classes, target response times, update scope and the required access arrangement. A software problem, a usage question, a new feature request and a new device connection are not the same kind of work; service scopes are clearly defined.

Responsibilities for backup, restoration, on-site intervention and service continuity are also clarified according to the installation model. The existence of an annual support item does not by itself mean uninterrupted support or that all new development is included.

Existing infrastructure and data

Inputs

Needs discussion: The problem, users, priority and examples of existing records
Site and infrastructure assessment: Relevant owners, process access and permitted data samples
Scope and plan: Priorities and implementation limits
Installation and adaptation: Verified starting data and authorized people
Validation and training: Users applying sample jobs
Go-live and support: A usage owner and support contact

Scope conditions

The scope, deliverables, assumptions and plan are written in the scope and plan step; responsibility and acceptance conditions are determined together.

Price, warranty and service periods are confirmed separately; this page does not define a finished standard package.

Example use

A problem with viewing records on the production screen may be a support request. Adding a new plant or setting up a new ERP connection may be a separately planned project job. Which work is included is written in the agreement in an understandable way.

Steps

Needs discussion: Clarifying the business question and the success criterion
Site and infrastructure assessment: Assessing the workflow, software, machines and data sources
Scope and plan: Writing down the product/service selection, responsibilities and acceptance conditions
Installation and adaptation: Preparing content, data transfer and the specified connections
Validation and training: Trying opening, correction, approval and closure together
Go-live and support: Monitoring use, handling problems and planning expansion

Outputs

Needs discussion: Preliminary needs summary
Site and infrastructure assessment: Assessment notes, data and connection list
Scope and plan: Scope, deliverables, assumptions and plan
Installation and adaptation: Starting environment, applied
Validation and training: Acceptance records and task-based training
Go-live and support: Support arrangement and improvement list

Suitable industries

Businesses that use the product in a continuous workflow. Its criticality for production and the working arrangement affect the service scope.

Frequently asked questions

Which of our business questions determines the starting scope?

In the first meeting we determine which question your business is looking to answer. We assess your process and existing infrastructure to define the starting scope.

Discuss your project

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