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Overview

Services

SoftExpert services add value to your change process, offering solutions for all implementation phases from pre-sale to entry into production. It is important to note that SoftExpert's relationship with its customers does not stop here. We make it a point to follow the full life cycle of our solutions inside your organization. Our wide range of services is able to meet the most demanding needs.

All services offered by SoftExpert are performed by highly trained professionals, supported by processes, tools and methodologies to ensure the quality and visibility expected in today's world.

By using SoftExpert's services you reduce implementation risk to a minimum, maximize your investment return (ROI) in IT solutions and succeed through today's initiatives and those of the future.

Consulting and Implementation

Consulting, implementation, optimization and mentoring services provide the best results by optimizing your solution processes and performance.

We have highly trained professionals who work with you throughout the life cycle of your solution. With this premise, we offer the best there is in products and services for enterprise management excellence in your organization.

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Integration

Integration services integrate SoftExpert solutions with other applications and provide the availability of interfaces and mechanisms for exchanging data with applications from other suppliers.

These services guarantee information integrity between applications and the elimination of rework, providing productivity gains in daily operations.

SoftExpert integration services open the doors for an endless number of possibilities for exchanging data between applications, offering the customer full autonomy for the automation of his/her processes involving solutions from different suppliers.

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Customization Services

The customization Services increase the benefits originally offered by the SoftExpert systems and raise the adherence level of the customer's process solutions to differentiated levels.
The customizations are developed by highly qualified professionals specialized in SoftExpert systems, and who, better than anyone one else, understand their architecture and running. All this knowledge guarantees security and tranquility in meeting the specific needs of the customer.

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Performance Optimization

The successful installation of an application should not merely satisfy end user expectations, it should exceed them when possible. The SoftExpert Application Performance Optimization service ensures that systems run efficiently, identifying and diagnosing performance problems that may appear during system operation.

Periodic analysis of system use and its performance adjustments contributes to optimizing its activity (reaction and speed), thus ensuring long term uninterrupted performance. The specialization of management, development and installation of the SoftExpert systems associated to existing resources guarantee a fast diagnosis of problem areas. Furthermore, it speeds up the search for solutions before performance is affected and stoppages occur, normally resulting in high costs.

In the Performance Optimization service, a SoftExpert consultant will evaluate system performance, analyze evidence of problems, diagnose obstacles and offer solutions. The implementation of these solutions will enable high system performance even in the most complex environments.

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Validation

Guarantee the use of electronic technology instead of high cost, time consuming paper systems. This is the objective of the validation services offered by SoftExpert.

As part of our methodology, we provide confirmation by examination and provision of objective evidence that your computer system specifications conform to user needs and intended uses, and that all requirements can be consistently fulfilled in a regulatory compliant manner.

The Validation Services are evidence of SoftExpert solution conformity with the FDA 21 CFR part 11 regulations. This ensures that electronic records and signatures are considered as trustworthy, reliable and legally valid as paper records.

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Cloud Computing

With monthly rates per user, you can enjoy the most comprehensive integrated enterprise software for compliance and business excellence, paying for what you need.

With the SoftExpert Cloud offer, you cut operating costsimprove processes and meet regulations without needing to acquire software and hardware.

The offer allows for the distribution of the SoftExpert solutions through Web-based Cloud services in a fully secure environment, boosting efficiency and availability when it comes to accessing the integrated system resources. Therefore, you can achieve positive results more quickly, minimizing project-related risks and drastically reducing the investment in IT products and services.

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Service Hours Pack

SoftExpert offers a service hours pack that enables a quick, practical and controlled way of requesting and hiring SoftExpert services. 

The service hours pack enables the hiring of any service described in this services catalog*, through a simple, flexible contract model and which suits with your budget.

The service hours pack can be acquired in modalities, providing savings and practicality.

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Education

Expanding and retaining knowledge. Enable your professional team to take the full advantage of SoftExpert solutions.
Based on the best knowledge management practices and focused on your business and needs, the SoftExpert Educational Services help your team reap the full benefits of our solutions quickly, productively and with the least amount of effort.

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Support

If you choose to transform your environment SoftExpert can work with you at every step. Our talented support engineers help smooth the way through implementation glitches and get to know your systems and business intimately. And once your solution is in place, you can continue to rely on SoftExpert. We combine our unique knowledge of your business with a wide range of support services options, from phone support to dedicated on-site resources to keep your SoftExpert applications running smoothly.

Whether you run a small business or manage the operations for a large international corporation, SoftExpert has the service packages and support offerings that you need to help your business reach full productivity.

SoftExpert Enterprise Support

SoftExpert Enterprise Support offers you the flexibility to choose the program that best meets your requirements. Just one contract simplifies maintenance and delivers unlimited coverage and remote support across all your SoftExpert products.

Support Service Levels

Standard Support

provides an essential, high quality remote technical support to your organization. The Standard modality allows you to obtain assistance from SoftExpert for suspected defects and product-specific, task-oriented questions regarding the installation of product updates. This level of support is indicated for those organizations that use SoftExpert applications in non-critical processes, restricted to a single department and a reduced number of users.

Gold Support

provides both additional and specialized support on SoftExpert products. Gold Support offerings focus on the vertical depth of support, and feature a personalized relationship with our technical experts and knowledge transfers. Gold support is the best choice for those organizations that use SoftExpert applications in processes with a medium degree of criticality and that run across several departments.

Platinum Support

In addition to the Gold level, this offers a priority remote service and the mobilization of professionals with different specialties. Additionally, new customer requirements detected during the continuous use of the application receive an advisory service and priority service in the evolutionary product roadmap. This level is recommended for companies that use SoftExpert products in a corporate manner for critical processes that require high availability, reliability and operating efficiency.

Advanced Support

In addition to the Platinum level, this offers a remote service and solution (workaround). This contract provides for contract the maximum time for solution (workaround) the problem, based on their criticality. This level is recommended for companies that use SoftExpert products in a corporate manner for critical processes requiring high availability, reliability and operating efficiency, where the infrastructure available for SoftExpert products complies with the strict requirements foreseen by the manufacturer SoftExpert.

Remote Support for End Users

There are many factors that can justify the outsourcing of support activities for users (helpdesk). One of them is the growing complexity of information system applications. While it is easy to support more common applications such as e-mail or Office applications, the majority of companies simply do not have the skills needed to offer an adequate support service for all the applications used by an organization. If a company does not have its own team with the necessary skills and knowledge for helping the users with the organization's software, then support outsourcing becomes a highly feasible option.

Remote support for end users gives them the freedom to focus on what is really important for their business, while at the same time offering users a specialized and high level support service. Our personnel, our processes and our technology provide the information needed for identifying trends and anticipating possible training needs, reducing response time for your users and, finally, helping your IT team to ensure your reputation as a provider of high quality services for your organization.

Our technology, together with our automated processes, will result in a significant rise in the satisfaction level of your users. We use approved processes and procedures that were developed in order to serve all aspects of the support operation. The result of this strategy is quality and efficiency in incident solving.

Acting as a single contact point for all your needs in relation to SoftExpert systems, the support outsourcing offers a wide range of solutions for maintaining your SoftExpert applications with the best possible performance while helping to reach your business goals.

The remote support service for end users follows the guidelines set down in an SLA (Service Level Agreement) contract, guaranteed by a highly qualified technical team. We work together with each customer to define the most appropriate service levels for each case. Support requests (phone calls, e-mails and chat) are revised and randomly monitored by a support coordinator to ensure conformity with the SLA requirements and to seek ways of increasing the quality of the services offered.

  1. What do you do when the professional responsible for the support of one or more SoftExpert products goes on vacation?
  2. What do you do when the professional responsible for the support of one or more SoftExpert products is transferred to another team or leaves the company?
  3. What do you do when the professional responsible for the support of one or more SoftExpert products is spending too much time helping and supporting new users of SoftExpert products, thus compromising the core activity?

Modalities

In order to satisfy the needs of customers in the right measure, SoftExpert offers this service in the following modalities:

Modality Monthly franchise of hours Use policy Extra hours Criteria suggestion
Light 2 Cumulative hours with quarterly closing Charged at the end of the quarter Up to 1 application or 25 active users
Express 5 Cumulative hours with quarterly closing Charged at the end of the quarter Up to 2 applications or 50 active users
Workgroup 10 Cumulative hours with quarterly closing Charged at the end of the quarter Up to 5 applications or 100 active users
Enterprise 20 Cumulative hours with quarterly closing Charged at the end of the quarter More than 5 applications or more than 100 active users

Customer Benefits

One of the critical factors for many organizations is the use of high quality support services and a competitive cost for supporting its personnel in operations on a daily basis. In many cases, the management processes, personnel, infrastructure or capital are insufficient to provide adequate support services. Consequently, the offer of quality technical support can quickly become a headache for budgets and a nightmare for businesses. The remote support service for SoftExpert end users offers the best conditions for:

  • Reducing operating costs.
  • Maintaining a high degree of user satisfaction.
  • Improving the quality of services offered.
  • Improving the image of the IT department as a service provider or the organization.
  • Having access to the skills needed to quickly solve incidents.
  • Increasing the availability of applications for users.
  • Improving response time, solving time and productivity.
  • Improving the quality of incident documentation, requests and problems.
  • Enabling pro-active decisions to be made based on statistics and trends.

Main Activities

  • Provide top level remote support for end users and managers.

Main Deliverables

  • Remote support service in real time.
  • Single contact point for all your needs in relation to SoftExpert applications.
  • Recording and accompaniment of incidents online via internet.

Remote System Administration

  1. What do you do when the professional responsible for the administration and maintenance of SoftExpert products goes on vacation?
  2. Are you required to have a "peer" in the IT area to perform administration and maintenance of SoftExpert products in case of emergency?
  3. What do you do when the professional responsible for administration and maintenance of SoftExpert products is transferred to another team or leaves the company?
  4. What do you do when the professional responsible for administration and maintenance of SoftExpert products assumes new responsibilities and this activity remains in the background?
  5. Is outsourcing operational activities to focus your team's time in strategic business activities of your company the path you're looking for?

In today's environment of downsized budgets, overextended employees and high training costs, it makes good business sense to have extra options for managing your SoftExpert solutions. Without an adequately trained staff, production capabilities are diminished, administration practices suffer, projects are put on hold, and system management becomes reactive instead of proactive.

Recognizing the need to avoid these issues, SoftExpert Support Services has developed a complete program that is simpler, more cost effective, and offers greater consistency than most in-house alternatives. Your SoftExpert applications will be cared for by the people who know them best: SoftExpert specialists.

Whether you lack an in-house system administrator, have a system administrator without SoftExpert skills, or simply find that there are too many tasks for too few staff members, SoftExpert Remote System Administration (RSA) provides an efficient solution. With SoftExpert remote service, there is no need to add staff to perform SoftExpert system administration, and your current system administrator is free to focus on development, programming, and capacity planning issues. Also, the risk of compromising your system's reliability during employee turnover may be dramatically reduced.

With SoftExpert's RSA Services, our experts administer your SoftExpert solution remotely during normal business hours to ensure maximum production support of your most business-critical processes. A well maintained contact center software solution will allow the sys­tem to operate more efficiently and be more cost effective over time. Most internal support problems require extensive phone calls, and in many instances, travel to identify and remedy the problem. By using SoftExpert's RSA, technology can be maintained off-site by application experts, reducing operation costs and freeing up staff for other responsibilities.

SoftExpert's RSA provides easier application updates, system security, system monitoring, continuous administration and more to lower your overall total cost of ownership. Expert administrators will control your software from a secure SoftExpert location so the system is running at the best possible rate. Also, RSA will act as a liaison be­tween SoftExpert Customer Support and your contact center to open support tickets when needed.

Some features of SoftExpert RSA Services include:

  • Continuous system administration
  • System inspections and monitoring
  • Remote updates and patches (3th and 4th digit)
  • Support administration
  • System(s) configured to a known state
  • Proactive system monitoring and reporting
  • Access to highly trained RSA system consultants

Maximize System Availability with Proactive Problem Detection

SoftExpert has developed a remote diagnostics package that enables us to monitor your system functions and proactively address problems as they arise.
The application monitors your machines to detect conditions that suggest potential problems.
We can monitor a single system or group of systems for environmental conditions, potential software or hardware failures, performance metrics, availability of systems, and software and hardware configuration changes.
Potential problems can be solved or prevented remotely according to the need—sometimes before our customers are even aware of the problem.

Categories

Aiming to serve clients in the right measure of their needs, SoftExpert offers RSA (Remote System Administration) in the Infinity categories. With a small addition to SLA contract, the customer can enjoy all the benefits of remote system administration service, with no deductible or hours time limit.

Customer Benefits

  • Lower cost for skilled resources.
  • Smooth implementation, thorough monitoring, and accurate system administration procedures performed to the highest standards in the industry.
  • Support of an extensive network of SoftExpert resources that can identify and resolve unforeseen issues.
  • Less downtime and loss of production functionality.
  • The elimination of the need to hire and train staff, or make accommodations for sick time and vacations.
  • Enhanced performance and availability.
  • Streamline administration: simplify management of your IT environment.
  • More agility to get information, logs and others that are necessaries to resolve incidents related to SoftExpert Product.

Principais Atividades

  • Permanent IT environment monitoring and support (check CPU load, memory usage, disk space, etc.).
  • Installation of corrective patches for critical issues or related to specific support tickets.
  • Validation of specific ticket resolutions.
  • Installation of OS and SGBD service packs (when required and only if the server and/or database is used exclusively by SoftExpert applications).

About SoftExpert

SoftExpert is a market leader in software and services for enterprise-wide business process improvement and compliance management, providing the most comprehensive application suite to empower organizations to increase business performance at all levels and to maximize industry-mandated compliance and corporate governance programs.

Founded in 1995, SoftExpert has a rich history of innovation and growth as a true industry leader. More than 300,000 users from 2,000 organizations worldwide trust SoftExpert applications to ensure the highest standards of efficiency, quality and innovation for their products, services and processes.

By streamlining and integrating all levels and operations, SoftExpert applications also enable organizations to address an ever-increasing variety and number of international standards, laws and regulations that affect business operations by delivering enhanced compliance capabilities based on industry-specific best practices.

SoftExpert solutions are used by leading corporations in all kinds of industries, including consumer products, automotive, food and beverage, mining and metals, high tech and IT, energy and utilities, government and public sector, financial services, transportation and logistics, healthcare, education, medical devices and many others.

Along with its extensive network of resellers spread across all continents, SoftExpert also provides hosting, implementation, post-sales support, and validation services for its solutions to ensure that customers realize the maximum value from their investments.

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