Putting your inhouse IT team to better use…
April 24th, 2009 | 
Author: Apologies for the quiet time. I’ve been in the UK VFR (Visiting friends and relatives for non-tourism academics)
On returning to Solentive I was excited to find that the team have been putting the finishing touches on our new Support and Maintenence program. This has been something we have been considering for sometime and have prioritised in recent months due to a steady steam of related enquiries.
The new support and maintenance program goes as follows… There are two main areas to get your head around.
Firstly, there is the Solentive Support Agreement – Should your system encounter an error, your staff can rely on Solentive to identify the root cause of the problem and suggest actions to remedy the situation. You as the customer can then task you own staff, a third party vendor or Solentive to take action using the SDP.
Secondly, there is the Solentive Development Pack (SDP) which is prepayed blocks of credit to be used for bug fixes, minor upgrades and patches.
Turn around SLA’s are available for both parts depending how business critical the system is.
One of the biggest distractions for IT teams is in the maintenence of legacy systems. A system error is almost impossible to plan for and has a habit or coming along at the just the wrong moment, putting your other deliverables in jeopardy.
The support and development packs are a methaphorical panadol for an IT headache that you no longer need to have. By removing the burden of maintenance you can plan your resources more effectively or reduce the associated overheads associated with such a large team.
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