Our Support Services
Amplexor executes a broad spectrum of ECM projects. To organize this, our company employs a clearly defined and transparent project methodology (Amplexor Project Methodology).
Once the solution has been delivered in the transition phase of the project, Amplexor strives to offer service continuity during the production phase. It is recognized that at this moment the specific business case of the customer will be executed in reality and will create the value it was set out for. Therefore it is Amplexor’s view that this is a very important period in the lifecycle of the provided solution.
On the one hand, this service will encompass ongoing support management in the context of a specific support agreement. This includes the correction of problems that arise and the adaptations to a changing environment (e.g. webserver upgrade). This will typically be fulfilled by the Customer Application Management Team (CAMT) of Amplexor.
The corrective and adaptive maintenance is handled by a professional Customer Application Management Team that is staffed by dedicated personnel in addition to a rotating group of people that also participate in the implementation of projects. This combines the specific approach of continued service delivery with an ever growing expertise in the field of ECM.
For issue creation, status progress, communication and reporting, a specific issue tracking tool is used. This tool is also integrally available to the customer and allows for a transparent follow-up - including monthly reporting of the key performance indicators and their evolution.
On the other hand, a lot of customers call on Amplexor's expertise for further changes, adaptations and additions. This change management implies an ongoing context in which small changes can be organised in an easy and flexible way. These changes are often requested by the customer due to user requests, so evolutive maintenance is also organised. This is mostly done in combination with preventive maintenance to keep the solution up to standards and improve maintainability.
Whereas CAMT mainly responses to unforeseen events, change management is organized with a better view on the future (planning), but still in a very flexible fashion. Often specific release dates are agreed on up front with the customer in order to align with the release calendar that is utilized in the production environment. Thus, potential tasks are both reported by the customer as well as Amplexor in a pro-active mode. In mutual agreement, the selection with the highest (business) priority will be included in the next release. In order to guarantee resource availability, a time box approach is used in most cases.
In both support management and change management, quality is regarded as an important aspect to keep the delivered solution up to standards. Therefore we use a specific and transparent status-flow that inherently includes a quality-assurance step and customer approval.