Solutions Support

Urudata Software, through its Evolving Support and Maintenance Department offers assistance to all its clients.

Philosophy

The Evolving Support and Maintenance Department offers the best quality of assistance to Urudata clients. For a long time we have worked on the establishment and continuous improvement of a strong Evolving Maintenance Process, based on a certified management process such as ISO 9001, aligned with the best practices established in the CMMI and ITIL models for support and desk help.

In order to adapt ourselves to the specific needs of our clients, we make use of several service modalities, established in different Evolving Support and Maintenance contracts which are detailed below.

Evolving Maintenance

When the implementation of a consultancy project culminates, Urudata assures the client the possibility of contracting an Evolving Maintenance service.

Each implemented solution is a live environment which needs to be maintained and needs to evolve at the same velocity as the commercial and productive processes of our clients.

With our Evolving Maintenance service, the client counts on a quantity of hours which are dedicated to the carrying out of administrative, proactive, reactive, adjustment, support and qualification tasks, thus managing to get the most out of the implemented solutions.

Incidental Support

The Incidental Support Contracts are designed to be able to give adequate growing support to Partners, and eventually to large clients with development teams that strongly use the Urudata technologies.

Clients with Incidental Support contract Incidents and Consultation packages, which are attended by technicians specially prepared for this task.

These technicians have an extended knowledge of our products, such as Q-flow or Intellikon for example, and their mission is to offer quick responses to the clients’ situations.

Furthermore, they fulfill a fundamental role in the precise, agile and detailed communication with our Software Factory or the Consultancy Department, transforming the clients’ needs into a precise requirement following our Software’s development process.

Development or Assistance Requests

Eventually you may need to carry out alterations to a System which is covered by an Evolving Maintenance Contract, but at a higher magnitude than the hours foreseen by your Evolving Maintenance contract.

For these cases, we offer the Development or Assistance Requests as an alternative. This format has less formal requirements than the Development Projects and is adequate for small developments which later will still be attended by the Evolving Maintenance Contract.