Business and Technical Support
An Information Management solution must evolve as the business grows and changes. This requires both technical and business support. Astral’s services include:
Astral can support the system from the business perspective in the form of a continuing enablement and mentoring program. This program can continue on from Astral’s involvement in your implementation or it can commence after a review of your existing implementation. Services can include alignment of business processes to an existing ECM implementation, business driven content migration or an ongoing training program for end users. Astral will invest in understanding your solution and business drivers to deliver ongoing value.
Capacity Monitoring and Analysis
This is integral with the monthly health check information and analysis. With additional input from the business, planners can contribute to capacity planning and infrastructure requirements.
Proactive Monitoring and Support
Based on a foundation of daily, weekly, and monthly health checks, Astral is able to monitor your solution closely and compile a list of recommended actions and priorities. These are structured into a program of work which is carried out methodically by the support team.
Astral is able to work with you to schedule and execute software upgrades to deliver maximum business value.
3rd Level Production Support
If Astral support staff cannot resolve a problem because it is a core product issue, it will be raised with the vendor and the issue will be managed to its conclusion.