Your application is in Production and you experience an outage, PREDICTif is only a call away.
We provide our customers dedicated and professional support for their existing infrastructure and deployed solutions, under PREDICTif’s Support Framework.
PREDICTif will provide support and maintenance on your entire business analytics solution – no matter the vendor – Oracle Hyperion, OBIEE and OEID as well as IBM Cognos BI and TM1 solutions. We work with our customers’ IT department and business team to assure the integrity and continuation of the production use of your critical applications, be it troubleshooting, upgrading, patching or enhancement(s) of existing solutions.
PREDICTif will assign a dedicated team who will respond to customers’ requests and perform the requested work in accordance to the outlined Service Level Agreement (SLA) listed below. Typically, our team is familiar with our client’s environment and relevant applications and are seasoned support services professionals:
- Client will submit a request via email to its designated PREDICTif representative. The Client’s team will then be contacted by the PREDICTif representative within 24 hours for a detailed discussion of the request.
- Through those discussions, Client and PREDICTif will classify the request into one of three categories and the resolution will be completed in accordance with the following time table:
|Request Type||Classification Criteria||Resolution Time Frame|
|Urgent/Critical Production Issue||Major loss of functionality impacting critical business activities||Within 48 hours|
|Medium Production Issue||Loss of functionality impacting business activities, may have workarounds||Within 5 business days|
|Minor Production Issue||Loss of functionality with minor impact on business activities, can be handled by other processes||Within 10 business days|
As always, we continue to offer our clients flexibility when engaging in support agreements, monthly subscriptions, retained services and annual agreements. We’d be delighted to discuss your support needs.