Services

Improving the development process, requires tools and knowledge.

Once Implemented, a responsive and knowledgeable support is a must.

We provide a single point of responsibility.

Consulting

We believe selecting the best tools is only 30% of the solution.

As the providers of world-top software tools from IBM, we also provide
a complete solution including methodology,
process improvement, implementation and local technical support.

 

This combination provides the customer with a one "point of contact"
and responsibility for the project success.

 

Our engineers and project managers are well trained, certified and
experienced professionals.

Tech Support

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Plan Overview

Customer Support Team addresses the ongoing needs and problems raised
by our customers. As part of our commitment, we continually seek ways of
improving performance in handling our customer's support needs.
This document outlines a series of processes, procedures, and response targets
for customer service requests.

Contacting Customer Support

E-Mail Support: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Technical Support can be accessed via Email. When an e-mail support request
has been received, a response will be sent including a service request
identification number and a timeframe for the next response.
Call Customer Support 03-57-57-920
ManageWare is committed to resolving customer problems quickly and
professionally. Therefore, the Customer Support Team is staffed with highly
skilled software engineers. This allows our customers to have quick access to
someone who has the technical ability to solve any problem they might have.
The infrastructure for this plan is a call management system used to facilitate the
process of tracking and solving customer questions and problems.
Every service request is logged into the system and is accessible by the
all customer support representatives.
The 3-tiered support structure is illustrated below:

Tier I Support

Tier I Application Engineers communicate with customers to gather all
appropriate technical information needed, and then attempt to find a solution.
Tier I engineers are well trained and very knowledgeable of the tools and
customer environments. Most of the requests are handled and ultimately
resolved at this level.

Tier II Support

If it is determined that Tier I support is unable to provide a resolution to a
service request, it will be escalated to the next level, Tier II. The Tier II level
support team is comprised of experienced Telelogic engineers. In general,
Tier II tasks are entirely off-line in nature.

Tier III Support

If a service request is still not resolved by Tier II level support, the service
request is then coordinated with a Tier III level support engineer for resolution.
The Tier III level support team typically consists of Research and Development (R&D) personnel.

Assignment of Service Request Priority

When a customer has opened a service request and reaches a Tier I engineer,
the engineer will assess the priority of the request based on the customer's
description of the problem. The priority of the service request will be recorded
in the call management system.
The section below describes the definitions used in identifying and assigning a
priority to the customer's reported problem.

Priority 911

Customer's production system is down resulting in total disruption of work
or other critical business impact.
No workaround is available.

Priority 1 - High

Major feature/function failure
Operations are severely restricted.
A workaround is available.
or Priority 3 logs with no resolution after 10 working days.

Priority 2 - Medium

Minor feature/function failure.
Product does not operate as designed, minor impact on usage, acceptable workaround deployed.

Priority 3 - Low

Minor problem.
Documentation, general information, enhancement request, etc…

Priority 4 - How To ...

 

 

 

Response and Resolution Targets

ManageWare Customer Support will make every effort to meet the response
and resolution targets described below.

Response

When Customer Support receives a support request, a support representative
will provide feedback to the customer that the request has been logged and
assigned to an engineer. The exact response (described below) will vary
depending on the support method used by the customer, and the response
time will commence as soon as the support request is received.

Resolution

An answer, fix, or a satisfactory workaround to the support request.
The time for resolution begins once the engineer understands the question
and is able to reproduce the problem at hand.

Solution

The long-term resolution to the support request, problem, or question.
Solution (one or more of the following)
Priority Response Resolution
911 4 Hours 2 Days
High 8 Hours 5 Days
Medium 8 Hours 10 Days
Low 2 Days 10 Days
How To 3 Days 15 Days
* All Time Frames are in working days Sunay-Thursday.

Escalation Procedures

During the process of resolving a customer support request, the priority
of the request may be increased and/or a higher level of authority might be notified.
Service Request priority can be escalated automatically or manually.
Automatic escalation occurs when the target resolution time has been exceeded.
Manual escalation occurs when it is determined that the support request involves
a time or system critical issue, or an extremely complex problem
To escalate an issue, please call the Customer Support and ask to speak to
one of the support representatives. Please specify the Service Request ID #,
and the reason why the issue is being escalated.

 


Turn-Key Solution

ManageWare>>Services>>Turn-Key Solutions
Turn-key Solution:
We believe selecting the best tools is only 30% of the solution. As the providers of world-top software tools from IBM, we also provide a complete solution including methodology and implementation. This combination provides the customer one-point of contact and responsibility for the project success. Our engineers and project managers are well trained and experienced professionals.
We have successfully implemented turn-key solutions in hp, ECI Telecom, RAD, Tadiran Communications, Nice Systems, Amdocs, RiT, Elop, Elbit and many more.
Our team consists of dynamic, customer oriented, software-engineering university graduates, with at least 3 years experience in the relevant field. These consultants work together with customer representatives to assimilate tools and methodologies.
Through this effort, development organizations improve product quality, time to market, and product success.
Focusing on major points for improvement, these points are marked as the immediate goals of the process implementation. By providing the worlds leading RM tool - DOORS, Focal-Point , Req-Pro and leading Task Based CM system SYNERGY, Rational Team-Concert ManageWare helps support the outlined procedure. The end of the first phase is defined as attainment of the same work process but while using the automated tool.
By gradually assimilating the new improved process, the goal of improving the key issues is achieved. Implementing a change process is a process that must be presented gradually to the users. With as little overhead as possible, and while presenting undoubtful improvement to the users. This way, users agree to change their work habits and advance to a better development process.

We have successfully implemented turn-key solutions in hp, ECI Telecom,
RAD, Tadiran Communications, Nice Systems, Amdocs, RiT, Elop, Elbit and many more.

Our team consists of dynamic, customer oriented, software-engineering
university graduates, with at least 3 years experience in the relevant field.
These consultants work together with customer representatives to
assimilate tools and methodologies.

Through this effort, development organizations improve product quality,
time to market, and product success.

Focusing on major points for improvement, these points are marked
as the immediate goals of the process implementation.

ManageWare helps support the outlined procedure. The end of the first
phase is defined as attainment of the same work process but while using the automated tool.

By gradually assimilating the new improved process, the goal of improving
the key issues is achieved. Implementing a change process is a process
that must be presented gradually to the users. With as little overhead as
possible, and while presenting undoubtful improvement to the users.
This way, users agree to change their work habits and advance to a better development process.

 
 

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