Application support
Software support
Infrastructure support
Fault Diagnosis
Managed escalation
SLA backed contracts
Upgrade service
Support
Implementing an ECM system is a major undertaking for any organisation. It represents a significant business and financial investment so you need to be sure that you can maintain performance and availability. When things go wrong you need them fixed – quickly and properly.
Perspicuity offers a completely customisable support service; from application and infrastructure support to improve system efficiency through to full software support. We offer Service Level Agreement backed contracts so you know exactly what to expect and how quickly.
Giving you confidence
Your IT team may not have the confidence, experience or resource to support your ECM solution from the outset. Perspicuity can act as a ‘plug-in’ to your IT team; providing a managed escalation service. Our support engineers will be available, 24x7, to diagnose and fix faults that affect system availability or performance.
Providing instant experience to your IT teams
Fault diagnosis can be tricky and time consuming. Our support engineers will work with or for your IT teams to get to the root of the problem. We will be able to rapidly establish, in each support incidence, whether the problem resides within your infrastructure, the ECM system itself or within customised or configured ECM applications.
Supplementing existing support services
Your software vendor (e.g. Microsoft or EMC Documentum) will probably offer a telephone support service as part of the licence agreement. However, this is likely to be limited to software specific, bug-related support. The support engineers you deal with will not have knowledge of your individual system configurations, customisations or industry requirements. Full application support from Perspicuity gives you access to the people who actually installed and configured your ECM solution (we can of course escalate any software issues directly to the vendor).