Assured Product Maintenance & Problem Resolution
Ensuring technology keeps pace with ambition.
Pirean’s product maintenance and problem resolution services ensure continued performance and reliability for both software products and Pirean delivered solutions within your IT infrastructure.
Our approach is to gain a detailed understanding of your exact technical environment and your business needs in order for our support teams to swiftly resolve issues and provide expert counsel and resolution for your continuous improvement.
Including industry leading solutions across IBM Software, we ensure the highest levels of proactive support through problem management, reporting, resolution and guidance in order to:
- Provide a rapid response to your technical issues, delivering an action plan for immediate resolution and a long-term solution for business impacting issues
- Provide access to our customer support experts, providing immediate support from technical experts during the normal working week (8am – 6pm, Monday to Friday)
- Provide out of hours escalation routes for business critical problems which occur outside of normal support hours
- Access our management systems to avoid known software problems by proactively alerting you of known defects found elsewhere
- Produce regular recommendations to help you avoid known problems and adopt best practice
- Deliver project definition, testing and planning assistance for scheduled changes to your environment (including the implementation of scheduled upgrades and fix-packs)
- Research known defects in target versions and produce plans to avoid them, including implementation and release guides specific to your environment
- Provide support personnel on hand during major upgrades to expedite response in the event of any issues
- Provide a customer escalation point to continuously progress business critical problems and drive escalations when needed
- Serve as a focal point for communication and continuity between you and other vendor’s support infrastructures
Pirean’s focused relationship with IBM software gives us access to the latest developments concerning your software solutions and the services they deliver. This coupled with our own expertise in the field means we can react swiftly to current problems and ensure you avoid future issues to keep your technologies aligned to your business goals and to unlock your business potential.