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Application Software Maintenance
 Software
is dynamic. It’s features and functions can grow in an evolutionary
manner, with the capabilities of each new version exceeding that of the
previous one. In today's business world, application software requires
continuous updating in order to cater to ever-changing business
practices and operating environments. As operating systems and hardware
environments advance rapidly, it is seldom possible to avoid improving
the application software to better fit the changing operating
environment.
The general practice of the developer is to include new software
releases as part of software maintenance services. Such software updates
may include new features to make the software easier to operate, or
fixes to bugs previously brought into the attention of the developer.
With each release, the customer is usually provided with Release Notes
detailing the contents of the enhancements.
As software grows in functional richness and capability, their demand
for hardware resources such as memory and hard-disk space could
increase, thus hardware upgrades are required. Customers are advised to
check for operational details regarding software performance and the
utilization of hardware resources.
While it may be possible to access a system to resolve a problem, the
process of software debugging and correction is not necessarily a short
and simple process. Unlike hardware faults where replacement for faulty
parts is all that is required, software codes cannot simply be
re-written. Usually, a certain amount of time is required to ensure that
a problem can be specifically identified and fresh codes written and
tested. In the event of critical operational problems arising, some form
of procedural work-around may have to be instituted to resolve the
problem.
Software maintenance is an integral part of the relationship between
customer and vendor. As software needs to evolve to meet changing
business demands, as well as to take advantage in hardware advances, the
maintenance fees payable are normally re-invested into the development
of new releases.
All Application Software should be on an annually-renewable maintenance
agreement, unless specified in the contract. The agreement consists of a
basic maintenance service agreement to cover the general software
support and updates, together with options for enhanced services such as
off-office-hour services and additional on-site services.
Silk Technologies Pte Ltd offers an Application Software Maintenance
Service Pack (ASMSP) to users of SilkTech products. ASMSP enables the
customers to maximise their e-Solution and biz-e-Motion software
investment. It provides new software releases that update your software
to keep up with the technology curve, with technical support services
which will assist you with software operational issues.
SilkTech includes ASMSP with new purchases of e-Solution and
biz-e-Motion software products. This ASMSP coverage lasts for twelve
months and commences upon the customer's acceptance of software
implementation. The ASMSP will be renewed annually. Customers who have
allowed the ASMSP to lapse can re-institute the Maintenance Agreement by
paying a renewal fee from the expiry date of the last contract, or
additional half-year (6 month) application software maintenance fees
(whichever is lower), in addition to the normal renewal fee. Customers
can also upgrade their Service Pack to add in optional services
available from SilkTech.
Application Software Maintenance
Service Pack
Application Support includes
Helpdesk services, Software updates, upgrades and On-Site Support. Our
aim is to provide the best support to our clients to keep their downtime
to a minimum.
Help Desk Support
Customers will be provided with Help Desk Support from 9:00 a.m. through
6:00 p.m. during normal working days (Monday to Friday, excluding public
holidays) to answer any questions that you may have. Help Desk support
includes phone, fax and e-mail support.
For each problem received, Help Desk Specialists will log in a Support
Request Form indicating the date and time of the call, a brief
description of the problem and the support personnel assigned to the
task. Reported problems will be checked against FAQ and Troubleshooting
databases to identify the cause of the problem and provide suggested
follow-up action to resolve the issues.
Help Desk will provide support for up-to-date application software. It
is important to maintain the service contract for program updates.
Down-level system will no be supported.
Application Software Updates
The Application Software maintenance contract will provide you with
software maintenance releases and updates throughout the year, as
defined and designed by Silk Technologies Pte Ltd. These updates will be
given to a contract customer free-of-charge. Typically, two maintenance
releases are made each year. Customers will be notified of these new
releases, and thus can update his/her schedules to implement them.
Application Software Upgrades
Application Software upgrades refer to major enhancements in software
system functionality. An example would be additional, newly developed
modules.
ASMSP provides the subscriber with the possibility of software upgrades
for enhanced software system functionality. While standard minor
features may be offered free-of-charge, additional functions/modules
will be provided as an option for a reasonable fee.
On-Site Support
While Help Desk focuses on addressing the operational issues, On-Site
Support will take on problems unable to be solved over Help Desk
Service, and seek to deliver a solution to correct the problem. It will
involve, when necessary, On-Site troubleshooting, software bug fixes,
and system tuning.
On-Site Support for bug fixes will be free-of-charge. Services other
than software bug fixes will be charged separately. SilkTech support
engineers will identify the reported problem, whether it is mission
critical or not. The engineer will then propose a solution and arrange
for the appropriate support action.
Other types of On-Site support includes preventive services and services
to correct user operational issues. Preventive Services are important in
order to ensure the optimal performance of application software. Regular
preventive maintenance is advisable. Users can call SilkTech engineers
and consultants on-site to assist in solving operational problems that
cannot be solved over the phone.
On-Site support required depends on the complexity of the operation as
well as the IT literacy level of the operational staff. The higher level
of support pack will offer more On-Site support and, possibly,
extended-hour support when applicable.
Application Support Maintenance Scheme
The SilkTech Support pack offers a
range of services for the user to select according to their needs. All
Service Packs will cover general services including Help Desk Support,
Application Software Updates and Upgrades, On-Site trouble shooting, and
other professional consultation and technical support services. As
different customers may require different response times in support,
various support packs are offered to address different time-response
requirement. Service Pack 1 (Basic level) will be sufficient for
non-mission-critical situations where time is not as crucial, whereas
Premium Service and Priority Service will help those companies operating
in more time-critical businesses such as retail environments. The higher
service pack will provide more extended hour support, as well as more
free on-site support trips.
Service Pack 1 (Basic Service)
Service Pack 1 is the basic software maintenance contract each
e-Solution or biz-e-Motion software user must subscribe to in order to
receive continuous attention regarding application software used.
It covers Help-Desk Support and On-Site Support as well as minor
software updates. The number of free On-Site support trips will be
subject to the number of users and remote locations, as well as the
scope of the business transactions. Some of the on-site trips should be
used for proactive checks of the network, others for solving operational
problems. Trip details will be indicated in the agreement schedule.
Service Pack II (Premium Service)
The Service Pack II package consists of more comprehensive services
aiming to provide more value-added yet cost-effective application
support. For example, new releases and updates will be installed by
SilkTech professionals rather than by the end-user.
All features included Service Pack I are also found in Service Pack II.
In the Premium Service Pack, SilkTech Support staff will provide remote
login for inspection of application software in case of an emergency. It
will also provide more On-Site trip services. If the company is in
retail business, it is advisable to subscribe to the Premium Service
Pack as the service will cover retail hour support for retail outlets.
Service Pack III (Priority Service)
The Service Pack III maintenance contract is designed for more
time-critical business environments. In addition to features covered in
Service Pack II, the response time to service calls is cut short in Pack
III, as you will be entitled to the highest priority in scheduled
support tasks. Furthermore, the number of on-site trips will be
increased according to service level. SilkTech professionals will go
on-site to provide system manager functions, implementations and
maintenance. As a Service pack III subscriber,
Additional and Incidental Service Pack
Additional Service and Incidental
Service will take care of all other services not covered in the above
contracts. Examples of additional services would be On-Site support
during public holidays and beyond maintenance support hours (i.e. after
6pm etc).
If the user has used up all his/her free on-site support trips,
additional on-site trips can be arranged, but they will be charged
separately under additional services. Only registered users will be
eligible for the additional Service Pack. Current charges for additional
On-Site support are listed below, but they are subject to changes by
SilkTech without further notice.
Please note that information contained in this document may be changed
without prior notice. Please contact our representatives for the latest
information.
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