Sustain and Support

Maximise the return on investment of your BPM solution with our flexible Sustain and Support service tailored to suit the support needs of your enterprise.

At ReportSource, we work closely with you to define and build a Sustain and Support Framework to deliver a level of support most suited to your enterprise. Our offering meets with the majority of ITIL Practices.

What is ITIL? Information Technology Infrastructure Library is a framework of best practice approaches for the delivery of high return on investment of IT services.

The core elements of ITIL are Service Support and Service Delivery.

Click here to read more about ITIL.

ReportSources services range from an on-demand support service aiming to ensure business process continuity, to a full consultancy service with deliverables such as upgrades and major enhancements. We work alongside your existing in-house support team to deliver a tailored, collaborative service defined by one of, or a combination of, our four guideline service categories:

Support Service: Day-to-day issue resolution with the aim of allowing continuity of normal business operations. We provide business hours and out-of-hours support with appropriate response times. Optionally, this includes a Process Management service maintaining key procedures such as consolidation or results reporting.
• Issue Resolution
• On Demand Response
• Process Management
• Status Reports

Extended Support: Extending on standard support, we also offer a service that provides support beyond your BPM application. This includes data management and integration encompassing your ETL tools and custom interfaces.
• Support service extended
• Data Management
• Integration of ETL Tools and Custom Interfaces

Sustain Service: Our sustain service provides active solution management providing configuration changes, system improvements or amendments. A tailored SLA specifies a number of days per month that forms part of a service that delivers management of performance, configuration and security. Our sustain service optionally includes application of minor patches and capacity monitoring and planning.
• Solution Management
• Configuraton Management and Changes
• Performance Management
• Security Management
• Minor Software Patches
• Capacity Monitoring and Planning

Consultancy: Task intensive activities such as major upgrades (to Hyperion System 9, for example) or feature exploitation of existing applications are considered to be project engagements. We therefore conduct these activities as bona-fide consultancy projects delivered according to our Methodology. This can be offered at preferential rates as part of the Sustain and Support agreement and leverages the advantage of our team already understanding your business.
• Project Delivery
• Major Upgrades
• Feature Exploitation

When is it a good idea to outsource some of your IT Support Services?

Click here for an independent and informative article about IT Support Outsourcing.

Sustain and Support Journey Plan

ReportSource can guide you through our unique 'Sustain and Support Journey Plan' which analyses your support needs and requirements to identify the most suitable combination of services to form an integrated Sustain and Support Framework for your enterprise.

To understand more about the Sustain and Support Blueprint click here...