Service Contacten

Our essential service contracts provide the user of our products a peace of mind. They know that they always and unconditionally can count on our support when it comes to resolving user questions, advising on important issues concerning use, design and technology.

Our help desk is equipped with the latest technological tools so they can remotely log into your system create and trace the ticket regarding your question and quickly get it  resolved with our 3rd and 4th line helpdesk staff. Our staff have tools that will help solve your problem quickly and accurately.

If you agree to the service contract to receive regular updates and upgrades available, this will ensure the software to be up-to-date and the user always be on the go with the latest release and features.

More details about a service Contract

A Service contract covers the services that Pridis will offer to the Partner. The contract includes the services that are provided by Pridis and escalation procedures between Pridis and the Partner to be able to provide the offered services.

A service contract consists of the following integral elements:

Master Service Agreement
The Master Service Agreement Framework acts as the legal basis for the provided service.
Service Level Agreement  (SLA)
The SLA is a technical and procedural breakdown of the appointments in the contract and is an inextricable supplement to the contract.
Service Procedures
The procedure handbook is a derivative of the contract and the SLA and is a document, which is used on a daily basis by the Licensee in its contacts with the Contractor. It gives insight in the service by appointing the entrances and opportunities for contact in the service organization concerning Service Desk, the services and processes which the user can request, phone numbers, etc.

The Contractor will provide services by applying the ITIL model. The IT Service Management standards of ITIL are broken down into ten processes and one function under Service Delivery and Service Support.

SLA Contracts

The following services are provided in response to the transfer of trouble tickets from the Licensee to the Contractor:

Corrective maintenance

• Defined as activities associated with root-cause analysis and bug-fix isolation and resolution;

• Root-cause analysis; Analysis of the root causes of problems. Problems will be reviewed to determine their root causes, measures will be taken to correct the sources of the problems, and reports will be prepared and distributed in a timely fashion;

• Bug fixes; Defined as the emergency repair of any system operation that does not comply with the current signed and approved system specification. This includes system errors, "hung" or halted screens, or unexpected results within the system that render it unusable for the purpose for which it was designed.

Ticket status updates

• The Contractor will provide direct input into the Licensee problem tickets from its location, or remotely from the Contractor support center.

Requests for Support Specifically Covered Under This Contract
The following application-related services are provided under this contract:

Application monitoring
Every effort will be made to conduct periodic monitoring of the supported systems to assess application availability.
Enhancements to production application product
When an enhancement to an existing supported application is required by the Contractor. This includes changes to the application only. Should the volume and timing of enhancements impact the timely resolution of support requests, then the Contractor’s support manager shall inform the Licensee support manager and the Contractor account manager with the intent of assigning enhancement work to another Contractor resource.
Preventative maintenance
For supported applications considered critical (i.e., a criticality level of high) by the Licensee, and when corrective maintenance activities are low, work will be conducted up to the level of effort identified, to analyze and take steps to prevent potential problems.
Level 2 support
To the extent possible by the Contractor support staff in assisting the Licensee level 2 support team members with diagnosing problems and working in partnership to their resolution, including configuration changes to the supported systems.
Change management
New or changed processes, practices, or policies that affect the Contractor support team and that require support team members to understand, learn, and follow.
Status reporting
Status reporting procedures are stated in paragraph 10.6.
Knowledge management
Recording, storing, and retrieval of information to assist in the resolution of problems will be established and maintained.