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Third-Party Support
What is Third-Party Software Support?
At its most basic, software support is the ongoing service of providing product support and updates. It is conceptually like insurance from a software publisher; organizations purchase it along with software to ensure that the publisher is on tap to deliver updates and solve unanticipated technical issues.
For customers of large software publishers like Oracle, SAP, Sales Force, SaaS and Microsoft, this support kicks in after they start using the solution(s). Enterprise software support typically includes general inquiries on usability and features, break/fix services, security updates, tax and regulatory compliance updates, and interoperability support.
These services, alternatively referred to by the publishers as maintenance, were originally delivered live via remote means such as email, telephone, or online communication, and customers could work directly with engineers and developers to solve issues or have technical questions answered. Over the past 5-7 years, Oracle, SAP, Sales Force, SaaS and Microsoft have increasingly restricted access to live engineers, instead promoting self-service support through online knowledge bases.
Why choose us?
RedMPS is a company built on “listening to customers and then building unique, innovative and disruptive solutions with passion”, adding real value to the customer’s business.
Standard OEM Software Support | RedMPS Third Party Software Support | |
|---|---|---|
Includes upgrades and enhancements | Yes | Only to date of termination of OME Support |
Technical assistance | Available on additional contract | Fully managed maintenance service |
Functionality assistance | Available on additional contract | Will implememnt new functions |
Version supported | Only current version supported | Best effort on all versions and work-arounds where possible on non-supported versions |
Problem determination | Customer Responsibility | Provided as part of a solution |
Problem source identification | Customer Responsibility | Provided as part of a solution |
Software stack coverage | Only full software stack | Will support partial stack |
Software support costs | Unsupported software still needs to be paid in full | Substantial lower cost |
Pro-active support services | Not standard | Included in standard service |
Availability commitments | Limited SLA’s | SLA’s with credits |
Allocated highly skilled | Lab skills only | In-country support teams |
What is RedMPS Third Party Software Support?
RedMPS provides a pro-active, fully managed, third party software support solution that not only reduces software support fees but also deliver an enhanced level of support that is not available from the OEM supplier or other third parties. Delivery is done with a local set of highly skilled resources that is supported by both IBM and Spinnaker services. Some of the other services we offer are:
Fully Managed
Fully managed operational services to enable your team to focus on transformation and new projects.
Migration
Migration of legacy environments to OpenSource.
Assistance
Assistance and development of OpenSource solutions.
Resources
Provide resource augmentation for special projects.