Industrielle Automatisierungssysteme GmbH

Maintenance

After having accomplished the final rollout of a software and hardware installation we do not leave our customer alone with the possible problems that might come up (and, according to Murphies law, they will) after some time.

Maintenance should be separated into two mayor aspects:

?        Hardware maintenance

o       Due to the multinational nature of our Business it is simply impossible to provide our customers overseas with a hardware maintenance plan. This scenario has to be executed directly on site in the facilities of the installation environment.

o   Nevertheless we are offering our experience and are prepared to set up an appro-priate strategy for the maintenance and training of your local maintenance group on your request.

o       The maintenance should be organized in a first and second support level each with its own specialized technical skills.

?        Software maintenance

o      Software maintenance is a task for the third level support. It depends very much on your organization whether your company is willing and able to take that burden.

Performing the software maintenance requires not only a good knowledge of development strategies but also good experience with hardware components and the communication protocols being used.

o      I.C.S. offers to provide you with the source code and the development platform on demand. The additional cost has to negotiated.

o       It is mandatory that your personal receives a training because of the special nature of embedded multitasking systems. This training will take two to three weeks depending on the established knowledge of your staff.

?        Third level support contract

o       I.C.S. offers to execute the Third Level support on the base of a support contract, which has to be signed for at least 1 year. This support contract includes assistance in trouble shooting activities via phone or Email, analysis of log files, implementation of minor changes and enhancements. The resulting fee in the first year is round about 10 to 15% of the software investment cost.

o       Availability 24 hours, 7 days per week

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