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Support
It's all about support
ISE believes that support is the most important factor that distinguishes an excellent solution from a good solution. It doesn't matter how good a system is, if it stops working it is worse than not having one at all.
Prevention is always better than cure; every system developed by ISE has 100% uptime as primary objective. All systems are design to keep on functioning or automatically recover after hardware or network failures. All software is also extensively tested before it is deployed on any client site.
In the event that something do go wrong ISE has a number of measures in place to ensure that the system is up and running as soon as possible. These include:
- Remote monitoring
- Product updates
- Issue tracking
Most of the systems ISE provides are designed to run 24 hours a day 7 days a week. Normally these systems are particularly sensitive to downtime. ISE has the infrastructure to remotely monitor the system on a continuous basis. Within seconds of a remotely monitored system going down ISE's technicians will now about it will notify the client immediately.
Knowing that there is a problem is only helpful if you can actually do something about it, this is where remote administration comes in. All systems deployed by ISE has remote administration facilities. These enable ISE's technicians to react immediately whenever a system gives problems. These facilities are so advanced that to date 95% of all problems could be resolved remotely.
In any large system there are bound to be issues, additional functionality, functional modifications, incorrect functionality or software bugs. To create a stable solution it is important to identify and resolve these issues using a structured approach. It is also essential to keep a complete history on when these issues occurred, how they were resolved and how long it took to resolve.
ISE's issue tracking is a totally transparent system that allows every licensed customer to gauge the maturity of their product and also the commitment of ISE to their product.
For more information on ISE's range of support services please contact us.
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