Support & Technical Services
The AMT-SYBEX Client Support Department employs a team of specialists who are targeted at meeting clients’ needs. They offer a comprehensive range of services, including:
Support Services
AMT-SYBEX provide application and technical support services via a highly professional team of support analysts. These services are defined in a standard Service Level Agreement (SLA), which also includes a Helpdesk service. Other services are also provided including access to upgrades and documentation. Technical Administration as part of the implementation of any solution, skills are transferred from the supplier to the client. One of the key skills is the technical administration of the new application so that the functional implementation team (and subsequently end users) can be fully supported at all times.
Technical Administration
AMT-SYBEX can assist with any shortfalls in this area by supplying fully-trained administration staff for an agreed period of time. The role includes such tasks as:
- General Software management
- Software Release Installation and Management
- Host Server Management
- System Operations
System Analysis
As part of the System Problem Report (SPR) resolution process, AMT-SYBEX Client Support Department gather defect analysis statistics, which are analysed and supplied to each client in the form of a report. Through this defect analysis system, AMT-SYBEX can offer clients access to data used to carry out such analyses. This data can be utilised to determine areas of weakness in the usage of the application within an organisation. This information can be used to highlight areas of shortfall in technical, functional and business process disciplines.
Documentation
AMT-SYBEX provide every type of user, application and technical documentation - produced by highly skilled documentation specialists. The team of technical authors can develop materials for other third party applications if required. The team will develop:
- Technical Architecture Templates
- Technical System Plans
- Operating Procedures
- End-user Documentation
- Independent Reviews
Integration Services
Integration services include the ability to interface with a wide array of third party applications. It is imperative that systems can communicate with each other whether it be through real-time/batch interfaces, object technology or shared databases. AMT-SYBEX has extensive experience in the integration of disparate system components to produce orchestrated combinations. AMT-SYBEX assumes responsibility for the design, development, installation and documentation of the service as a complete turnkey package. The service provided is based upon, and adheres to, a well co-ordinated and proven methodology, which is monitored and regulated by at least two international standards organisations.
Configuration Services
AMT-SYBEX have a qualified documentation team, which produces documentation to internationally recognised standards. They can also advise clients, based on reviews of documents produced by third party organisations. AMT-SYBEX offer:
The ongoing configuration, usage and performance of critical applications needs to be monitored on a continuous basis. AMT-SYBEX can perform detailed and comprehensive studies in this arena. In todays complex client/server environment there are many factors that affect system configuration, performance and usage. Servers are tuned and configured for development and production systems based on many factors including: expected number of users, on-line or batch usage and expected data throughput volumes.
