Our comprehensive service includes 24/7 fault-fix support and new releases incorporating both functional and technical improvements.
Pilat Media has developed and refined its post go live support and maintenance service to ensure that
Our solutions operate uninterrupted at all sites
Users are guided to exploit the functional potential efficiently
Clients benefit from continuous improvement of the product
The standard support and maintenance agreement provides for
24x7 telephone and web-based fault reporting service triggering an expert response for problem diagnosis and solving within agreed timeframes, through urgent software patches or scheduled releases, dependent on the severity or urgency of the problem.
New releases and patches including bug fixes and new or improved functionality, partly Pilat Media and partly customer-funded enhancements.
The availability of professional resources (at extra time-based costs) to meet clients requests for additional training and consulting as well as for designing and programming client-initiated enhancements.
Pilat Media supports mission critical live implementations at sites in the USA, Europe, Australia and New Zealand, which are remote and on different time zones from Pilat Media's support centers. No Pilat Media client have ever experienced any live system down time caused by our products.
Upgrades and new releases of the software are also included as part of the annual support and maintenance fee. In addition to fixes to any previously reported faults, new releases include improvements and enhancements to the functionality requested or suggested by clients and incorporated into Pilat Media's R&D plan.
The standard support and maintenance service also defines terms for additional consultancy and technical services; for example additional user training, customization and further integration and interfaces with neighboring systems.
