Maintenance and support packages
Maintenance & Support
Packages
We provide global team responsiveness, dedication, and IFS expertise for our clients. Our IFS Applications support includes but is not limited to end to end issue resolution and support, system administration, monitoring, maintenance, reports and more.
Help Desk
This entails the provision of first-line support in English through the agreed support center. The help desk will work with customers to determine the route to case resolution for any reported issue.
Core Product Support
The provision of second-line support through the agreed regional service center is backed by the global WIA Systems network of support professionals. The service includes assistance to resolve standard product cases, including diagnosis of any case reported. 
24 x 7 Full Support
Our 24x7 emergency support provides multinational customers, or customers with a business operating around the clock, either of whom wish to provide their users with support services at any time of any day without exception.
Help Desk
This entails the provision of first-line support in English through the agreed support center. The help desk will work with customers to determine the route to case resolution for any reported issue.
Core Product Support
The provision of second-line support through the agreed regional service center is backed by the global WIA Systems network of support professionals. The service includes assistance to resolve standard product cases, including diagnosis of any case reported. 
24 x 7 Full Support
Our 24x7 emergency support provides multinational customers, or customers with a business operating around the clock, either of whom wish to provide their users with support services at any time of any day without exception.
Code Maintanence
WIA Systems provides regular updates to correct reported defects in the core code line. These corrections are packaged and delivered in the form of an update. An update is a collection of single corrections known as patches. WIA Systems will package and deliver a single fix patch for severity 1 and 2 defects where the customer cannot wait for an update and no other workaround is available.
Customization Support
This service includes correction of faults that prevent the customization from working as described in the specification. This also includes alterations of core updates and patches where entitled in order that they function with the customized software.
24 x 5 Full Support
Our 24x5 emergency support service operates the same as our 24 x 7 full support, however this package only operates Monday through Friday.  
Code Maintanence
WIA Systems provides regular updates to correct reported defects in the core code line. These corrections are packaged and delivered in the form of an update. An update is a collection of single corrections known as patches. WIA Systems will package and deliver a single fix patch for severity 1 and 2 defects where the customer cannot wait for an update and no other workaround is available.
Customization Support
This service includes correction of faults that prevent the customization from working as described in the specification. This also includes alterations of core updates and patches where entitled in order that they function with the customized software.
24 x 5 Full Support
Our 24x5 emergency support service operates the same as our 24 x 7 full support, however this package only operates Monday through Friday.  
Code Management
WIA Systems will maintain an accurate record of the as-delivered solution including customizations developed by WIA Systems and any subsequent patches merged with it by WIA Systems personnel. To further enhance the benefit of this service, included is the provision and maintenance of environments hosted by WIA Systems on behalf of the customer for replication and troubleshooting of reported issues. These hosted support environments are populated with suitable data to represent customer usage and are backed-up daily.
Code Management
WIA Systems will maintain an accurate record of the as-delivered solution including customizations developed by WIA Systems and any subsequent patches merged with it by WIA Systems personnel. To further enhance the benefit of this service, included is the provision and maintenance of environments hosted by WIA Systems on behalf of the customer for replication and troubleshooting of reported issues. These hosted support environments are populated with suitable data to represent customer usage and are backed-up daily.
Get in touch.
WIA Systems is a global professional services company, providing a broad range of services and solutions in consulting, digital, technology, and operations. Founded in 2015 and headquartered in Texas, we are focused on consulting and delivering capabilities around leading global technologies. We draw on our specialized functional, technical and industry experts and our data scientists to design methodologies, optimize processes and infuse global know-how into each unique engagement.
 

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