Support

What happens after we've implemented a solution?


We know that once the solution is implemented, there is still a significant requirement for smoothing out problems, developing small changes and generally ensuring that the system continues to meet the client’s requirements. How do we go about ensuring that our clients are looked after through the life-cycle of the system?

Fulcrum Decision typically provides level 2 and 3 support for developed and implemented applications (level 1 is client help desk). Such support is governed by an agreement defining service levels, response times, preventative maintenance etc. Fulcrum has an online support application for the effective logging, tracking and resolution of application and support related issues.

FDL project managers are members of the Project Management Institute (see www.pmi.org for more information) and follow the PMI project management standards.

Implementation tends to vary by Customer. We will determine the best approach for the client in consultation with the client’s project manager and team assigned to the project.

There are a number of key tasks that typically are required:

In a number of cases our Customers wish to obtain Application Support on a formal basis for an agreed cost post implementation. The process for this requires the creation of a Service Level Agreement (SLA). This would define key qualities of the support process such as:

Support Services provided by an SLA can include the following activities:

Issues Management and Project Control


FDL has developed an on-line, web based activity management productivity tool FDL Online Support. The application provides a set of web based functions that allow a company, its clients, staff and managers to manage and track the resolution of issues.