Infomet provides an opportunity for organisations to become business partners in one of two forms; As a channel partner in engaging markets and customers on behalf of Infomet. Or, as a supplier of technical software and hardware products and accompanying support services as part of our bundled solutions to Infomet's markets and customers. To understand more on what these programmes entail and how to participate, please read further in the sections below.
The success of an information system depends on the quality of its design and the underlying components and building blocks, the quality and stability of the platform that hosts the underlying services and programs, and the stability and accessibility of its interfaces. It further requires commitment of all stakeholders of the system to ensure the successful execution of all system functions as an enablement tool towards the achievement of business objectives.The quality of support from software manufacturers and system implementers greatly contributes to a positive return on investment.
The Infomet Support Centre works closely with the Infomet Architects, Consultancy Centre, Tool Manufacturers and 3rd Party Software Manufacturers, Subject Matter Experts and Service Providers to support our clients with implanted solutions. Our direct access to the knowledge bases created during the implementation of solutions at our clients allows us to constantly meet our support objectives. The Support Centre creates partnerships with our clients and work closely with the operational and technical staff of our Clients to configure both our internal support systems and the operating procedures between the companies to enable a support agreement to meet both, the requirements of the client and the objectives of the system. The benefit of our direct access to the Infomet Tool Manufacturer, as well as the architect of the GBM and the IDS is passed on to our clients through the expertise and knowledge brought through this relationship. The Infomet Support Centre is fully qualified to support our clients through the knowledge testament supported by a wealth of knowledge from our SME's Architects, Developers and Consultants.
Three types of support agreements exist in the support centre, namely:
Licensed Software such as the GBM, the GBM Meta Tools, GBM Admin Tools, the Infomet Modelling Editor (IME) as well as the Quick Trainer (QuTi). This support is only provided when both, the License fees and the Annual License are up to date. The response times are governed by the service levels agreed to in the Operational Maintenance and Support Agreement.
Clients with Active Support agreements are supported in accordance with a Service Catalogue. The support is provided under the rules and limitations of such an agreement, and a Services Catalogue defines the full set of services performed by the Support Centre, including Service Level Agreements, response times, escalation rules and operator availability and recourses.
Any other support is provided on an "as and when available base". If the request is ad-hoc, the response is as well. A proper analysis of problem needs to be performed, after which solution proposed together with indication of time, resources, as well as costs. Once agreed to, this becomes the Work Authorisation for the task at hand from where it is carefully monitored.