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Software Support

Highlights

Updates

To be able to count on the reliability of your system, it continuously needs to be kept up-to-date to avoid any functional errors or security gaps. With this service you benefit from bugfixes as well as regular updates, which keep your system powerful.

Upgrades

Iterative software development and regular hands-on feedback from a broad intelligence community help us to continuously improve our technology. With upgrades you get continuous access to PLATH software innovations by adding new functionalities to your system.

Workshop and Training

At PLATH we understand that innovation has to be customer-focused. Therefore, we provide the opportunity to discuss suggestions for further system improvements and to identify additional requirements. With workshops the customer and PLATH are jointly engaged in developing ideas for new features and workflows, resulting in upgrades. The new functionalities are trained to ensure an efficient operation.

Obsolescence Management

Technology is growing at a very fast rate. In order to avoid any risk, obsolescence management offers a solution: it monitors the availability of all your system components, provides EOL / EOS warnings as well as proposals for suitable replacements. In this way risks can be identified, controlled and minimised.

1 Stern
Basic
3 Sterne
Premium

Bugfixes

Response within 16 business hours; supply of class 1 and 2 bugfixes right after completion
Immediate response; supply of class 1 and 2 bugfixes right after completion

Update PLATH Group software

One annual update incl. testing, supply and installation
Minimum one annual update incl. testing, supply and installation

Upgrade PLATH Group software

Minimum one annual upgrade incl. testing, supply and installation

Configuration management

Customer software configuration via Configuration Management Database (CMDB)

Obsolescence management

Managing obsolescence on customers system, reporting End-of-Life (EOL) and End-of-Service (EOS)

Hotline support

Via telephone or e-mail for implementation and administration of software

On-call support

Max. 3 days per year/system with high priority, applicable to other serviced systems;
15 % discount for added days
Max. 5 days per year/system with immediate response, applicable to other serviced systems;
30 % discount for added days

Workshop and training

8 hour workshop and training for 5 people; 12 % discount for PLATH Academy
16 hour workshop and training for 5 people; 25 % discount for PLATH Academy

Housekeeping

Once a year examination, evaluation and adjustment of LOG-files and where applicable of on-site databases
Minimum once a year examination, evaluation and adjustment of LOG-files and where applicable of on-site databases

Ticket system

Response within 16 business hours; tracking of solving customer issues
Immediate response; tracking of solving customer issues

Documentation

Annual revision of software documentation