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Software Support & Services
| Derby's implementation support
strategy is based on several well-established support services that focus on bringing the
proposed solution on line in a professional and timely manner with the ultimate goal of
ensuring the value of the Derby solution is realized by the customer. A combination of the
services shown below are typically used to create the ideal implementation support plan
for a specific customer situation. Derby's Implementation Support Services modules are: |
 |
ASSIST is a solution delivery service designed to ensure that the core components of Derby’s solutions are brought on-line as quickly as possible, and that the appropriate knowledge base is in place to support the software applications once the installation is completed. ASSIST focuses on all the tasks needed to successfully bring a Derby solution on-line at the client’s facility and not just the tasks needed to install the software. This "whole product" concept ensures that there are no gaps between software installation and solution delivery. Another key element of the ASSIST service is the attention paid to detail. By providing the resolution needed to clearly define what tasks must be performed, the opportunity for a successful solution deployment is significantly increased.
Derby offers standard software support services (called Standard Level Support or SLS) with all its software products. SLS is a renewable software support and maintenance contract agreement. This product provides ongoing support for a period of 12 months and the services needed by Derby’s customers to protect their investment.
SLS includes the following services:
Phone-in consultation gives clients a direct line to Derby to get questions answered quickly, and problems solved when they occur
including bugs and user problems in the test workcell.
Updates are incorporated into a planned schedule.
planned update schedule to coincide with software updates.
software updates and improvements. Inputs are channeled directly to product development and
is an important aspect of new software advances.
Derby also provides a complete range of customer education services to train the customer’s personnel to use and administer the Derby software solution. Derby conducts standard training classes for its software products on a regular basis at its training center in Fort Collins, Colorado, USA.
Derby will also provide on-site training and scheduled special classes on-site or at Derby's training center to coincide with the deployment of a large or critical customer project.
Custom Project Work - Extended ASSIST
Derby standard ASSIST services can also be extended to meet the custom requirements of a customer. Extended ASSIST services will consist of some or all of the following project management services: