The Tessella support offering

This can be broken down into three parts:

• The Service Initiation is a one-off activity to enable the support team to take on a new system. It typically includes collating documentation, setting up the support environment, familiarization with the system, and creating rollout procedures to ensure that software fixes can be rapidly deployed to the live environment. If necessary, some re-engineering of the system, the testing environment or the documentation can be carried out at this stage.
• A number of Regular Maintenance Activities will be carried out by the support team to ensure that they are ready to respond quickly to any support calls. The team may also be responsible for other activities such as monitoring and backing up the live system.
• The Support Activities are generally based on a system of ‘Service Credits’ which are bought in advance and used up as support work is carried out. They can also be based on a single fixed price agreement to cover any unexpected problems.