SUPPORT / MAINTENANCE

Business has to be up and running. And who can help you best, but the Company that has knowledge of the In and Outs of each line of Code. As your business is crucial we help to keep it going wherever you are located.

As a customer of GENEOUS you will obtain the possibility to take up contact with our Software Support. There you can notify product specific problems regarding Access and Identity Management (IAM identity management), Password Management System, etc., or simply ask questions. Out of this contact and the first conversation the following steps and decisions will be made.

Generally we do require Dump or/and Log Files from the AGServer. After studying the received data, our Support staff will give their first opinion or appropiate consultation. In many cases the problem(s) are then solved. Otherwise the Support request will be judged and a definition within three categories is made.

• Standard / No loss of Software functional support. Minimal business impact.
  Target resolution time 72 hours.
• Serious / Partial loss of Software functional support. Some serious business impact.
  Target resolution time 48 hours.
• Critical / Complete loss of Software functional support. Severe business impact.
  Target resolution time 24 hours.

Together with the customer, GENEOUS will try to help with workaround.