Service, Support & Maintenance
Personal service, documented handling and continuous improvement — long after go-live.
Actual figures from six months of the procurement system in operation. They reflect that period and are not a service-time commitment.
240
requests in 6 months
6 months84%
of requests resolved the same day
6 months100%
of requests resolved within 3 days
6 months4.9 / 5
service rating
6 monthsHow requests are handled
Four stages for every request, each with a clear owner.
The request is received and documented, so every stage of its handling stays traceable.
AI helps classify the request, summarize it and prepare a draft response.
A professional reviews the request and the draft, and approves or corrects the response before it is sent.
Human approvalThe work is done, and you receive an update on the findings and on what was done.
AI assists with classification, summaries and drafts. Professional responses are approved by a person before they are sent. AI does not diagnose faults, fix code or deploy on its own.
Documented handling examples
Three recent requests, as documented — with identifying details removed.
About four minutes from intake to a sent response
A request about a fault in issuing an order received an acknowledgement and a professionally approved answer within minutes.
Handling timeline
The customer wrote that the fault had already been resolved before the request was opened. The four minutes refer to the response, not to fixing the fault.
User feedback became a product improvement the same night
Following a user's feedback, the data and the charts on the screen were separated, to give priority to viewing the data.
Handling timeline
About five hours and seven minutes from the customer's message to the notice that the improvement was made.
Diagnosis, an explanation for the customer, a deployed fix and a follow-up report handled
A request about finding budget items in search went through diagnosis, an explanation of the findings and a deployed fix — and, the next day, a follow-up report.
Handling timeline
The example describes the handling stages and the notices sent to the customer.
Examples from documented requests. Handling times vary with the type and scope of the request, and the examples are not a service-time commitment.
AI and professional responsibility
Automation takes on the work around a request. Deciding what to answer and what to do stays with a professional.
Documentation. Automation helps document the request and each stage of its handling.
Classification. AI helps classify the request and summarize what it is about.
Drafts. AI prepares a draft response, which a professional reviews and approves before it is sent.
Diagnosing faults, fixing code and deploying are done by a professional — not automatically.
After go-live
An operational system keeps changing with the organization. We stay with it after the project is done.
Requests and their handling are documented, so knowledge of your system carries from one request to the next.
Improvements and fixes made in response to requests are reported to you, with an explanation of what changed.
Supporting users, handling requests and issues, and developing improvements based on needs that arise from use.
The scope of service and the continuity arrangements are defined according to the engagement.
From a recommendation letter
“Since go-live, [Agile-ERP] has continued to support our ongoing operations, assist users, address requests and technical issues quickly and responsibly, and develop improvements based on needs arising from day-to-day use.”
Tell us about your systems and the support you need, and we'll get back to you.
