No time to perform all your support and maintenance, looking for a partner for your Lotus Domino environment or need knowledge? The Lialis Lotus Notes/Domino support is the solution!
Usually a support agreement is arranged between Lialis and a customer, when the customer doesn't have sufficient Lotus Domino knowledge available to manage the Lotus Domino environment, doesn't have enough staff to perform maintenance activities or when the customer likes to have a safety net for their own IT support.
Advantages
- Your company determines on which level support is necessary.
- As a result of flexible working hours, there is always a Lialis employee for you available
- Problems are solved quick and competent by the Lialis highly skilled personnel
- Only time used for call activity are charged. Lialis has no minimum period for call activity.
- Support is performed remote, so we can help you immediately (in case of big problems, we will visit your company)
- Your ompany has a clear view on the progress via the Lialis Extranet support web page
- Term of notice is just one month
Support agreement
Lialis offers remote support for the Lotus Domino environment and for Lotus Notes applications. A support agreement is agreed in which is determined the support level (determined by the customer), the maintenance tasks to be performed by Lialis and the call priorities of problems. Criteria:
- Amount of users which are affected by the problem
- The process which is affected
- If there is a work around available
Each priority has a time period in which Lialis will react to the call, start diagnosing the problem and implement the solution.
Lialis works with calls which are announced and communicated with Lialis via support@lialis.nl . There is a separate mail address for urgent problems. Besides this it is possible to activate a sms service if requested by the customer. Customers are able to follow the progress of calls through the Extranet - Customer support page.
Support costs
Only time used for call activity is charged, without a minimum period for call activity. Lialis has a strict hour tariff for regular and urgent problems. You have a choice in how the support hours are invoiced.
- Purchase support hours in front, valid for a year. In case there are hours left at the end of the support year, hours can be transferred to the next support agreement. You will receive one invoice at the begin of the support year.
- Purchase monthly support hours in front, valid for one year. For example 20 hours. In case there are hours left at the end of the support year, hours can be transferred to the next support agreement. You will receive an invoice each month for the agreed amount of monthly support hours. In case this amount is not enough the extra support hours will be added to the monthly invoice.
- Pay support hours afterwards. You will receive an invoice at the end of each month for the used time.
Support example
Support contract for third line support for the full support of a customer's Lotus Domino environment, with four Lotus Domino servers and 200 Lotus Notes users. This customer bought a total amount of support hours in front, which could be used when necessary, with a validation of a year.
Result: Lialis performed the support of this environment for two years, according to arrangements in the support contract. Lialis solved problems, was available for questions, made sure the Lotus Domino was up-to-date, new functionalities were added and time needed for maintenance activities is reduced.
