24x7 Application & Platform Support
Once you have your Enterprise Content Management (ECM) solutions running, you have a big challenge: having the appropriate responsiveness to all the issues that may arise to ensure they run smoothly. This is a complex and expensive task, because:
- ECM solutions are complex by nature and require a very high level of expertise and knowledge on the platforms/products being used and on the specific implementation (i.e. the customizations and applications of that specific implementation).
- If your systems are critical (which ECM systems typically are) you need support 24 hours a day, 365 days per year. So besides the high level of knowledge needed, you also need to have several resources to guarantee the level of service you need.
- The availability you need: 24x7 or business hours. You can report incidents by email, web support system, and phone.
- The responsiveness you need: Different SLA options available. You define the response time you need.
- The flexibility you need: Remote support (typical for critical applications) or on-site support according to your needs.
- The expertise you need: VILT Support Team is made of ECM experts 100% dedicated to platform and application support.
- The coverage you need: Both the ECM platforms (OpenText products, EMC products, Alfresco, Liferay, etc) and the specific applications (custom code developed specifically for that implementation) are supported.