annual support & maintenance program
DESCRIPTION
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.TRANSCRIPT
Annual Support & Maintenance Program
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
Agenda
About Us – CitiXsys Technologies • Business Drivers
– Products for SAP® Business One in Retail, Warehousing, Distribution
– Largest SAP® Business One Services Partner in the world
– Installation, Implementation, Integration and Customization Services
– Strategic Partner for SAP Ecosystem Opportunities
• Operating Locations in US, Canada, UK, Australia and India
• Global Employee Count: 225+• 700 seat R & D and Support
Center in India
Is your Software being Maintained?
Software
Service
Software is a Product while Maintenance is a Service
• Research & development
Software Development
• Internal testing & user testing
Testing
• Selling
Introduction to Market
• Use and misuse
Deployment
• Usability and bug fixes
Support & Maintenance
• Ever changing user needs
Enhancements
• Platform specific requirements
Technology Changes
What is it about?
Typical Software Product Lifecycle
Where does it fit in?
Software Maintenance
Corrective when something went wrong uncertain loss
Preventive potential problem contingent loss
Adaptive changes in environment
OS and hardware changes
Perfective enhancements new features & functionalities
◦ Bug fixes ◦ latent faults before they become effective faults◦ Business continuity; minimal downtime
Software Maintenance - Preventive
◦ 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
Software Maintenance - Adaptive
◦ Something more than correcting errors
◦ Enabling ever changing user needs
Software Maintenance - Perfective
◦ New features & functionalities: ability to do more from what you have
◦ Competitive edge on the solution landscape◦ Performance improvement; ease of use◦ Enhanced GUI
◦ Self Help Product Documentation Troubleshooting Guides Quick Reference Guides eLearning Videos FAQs
Software Support - Helpful
◦ Client Access Telephone Support email Support Web Portal
◦ Customer communication Software release notes Community user forums Newsletters
Software Support - Corrective
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…
Annual Support & Maintenance Contract(AMC)
Safeguards customers interest
Includes timely updates, patches and builds
Is renewable on an annual basis
100% return on investment
AMC Continued
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
What are your Options?
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
We @ CitiXsys Support Desk
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.
How much does it Cost?
100%
17%
5%
SoftwareMaintnenaceSupport
Contact Information
New YorkRockefeller Center7th floor, 1230 Avenue of the Americas New York NY 10020 USAT: 1 212 745 1365 F: 1 646 349 3441 E: [email protected]
New Hampshire264 South River Road, #474Bedford NH 03110USA T: 1 603 232 8252 F: 1 646 390 1988E: [email protected]
Chicago22nd Floor, The Merc, West Loop30 South Wacker DriveChicago, IL 60606USAT: 1 630 359 5956F: 1 630 697 1315E: [email protected]
CitiXsys Americas Inc.(USA)
Toronto8th Floor, 2425 Matheson Blvd. East Mississauga, ON L4W 5K4 Canada T:1 905 361 2886 F:1 905 361 6401 E: [email protected]
CitiXsys Canada Ltd.(Canada)
SydneyTower 2, Level 20, 201 Sussex Street Sydney NSW 2000 Australia T: 61 2 9006 1616 F: 61 2 9006 1515E:[email protected]
MelbourneLevel 27, 525 Collins StreetRialto South TowerMelbourne 3000AustraliaT: 61 3 9935 2916 F: 61 3 9935 2750E: [email protected]
PerthLevel 29, Forrest Centre221 St. George TcePerth WA 6000Australia T: 61 8 9288 0662F: 61 8 9481 3177E: [email protected]
CitiXsys Australia Pty Ltd.
(Asia Pacific)
LondonLakeside House, 1 Furzeground Way Stockley Park, Uxbridge UB11 1BD United Kingdom T: 44 0 208 622 3006 F: 44 0 845 280 8848 E: [email protected]
CitiXsys UK Ltd.(UK & EMEA)
New DelhiA-24/5, MCIE, Mathura Road New Delhi 110044 India T: 91 11 42696666 F: 91 11 42696600E: [email protected]
CitiXsys TechnologiesLtd.
(India & South Asia)
Questions…???
www.CitiXsys.com
Thank you!