Managed Services
Tailor-made support, whenever you need it
Irion’s expert team guarantees you prompt and efficient support and coverage necessary to create and manage your projects.
Managed Services
Tailor-made support, whenever you need it
Irion’s expert team guarantees you prompt and efficient support and coverage necessary to create and manage your projects.
A team of excellence
Our professionals have matured their experience with the product, solutions and infrastructure to help you even with the most complicated requests. Our assistance is fast, complete, and efficient.
We reply in 25 min!
In 2020, it took us an average of less than 30 minutes to reply to your requests. Sometimes numbers are more eloquent than words…
Emergency-proof
Your problem is our problem. That’s why in critical cases we are ready to allocate a task force to resolve them quickly and securely.
An answer to every question. Discover Irion services!
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| Application Infrastructure Monitoring | Corrective Solution Maintenance | End User Help Desk |
| Solution Monitoring | Corrective Product Maintenance | Designer Help Desk |
| Solution Operations | Developmental Product Maintenance | |
| Infrastructure Management |
APPLICATION MANAGEMENTAn answer to every question. Discover Irion services!
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| Application Infrastructure Monitoring |
| Solution Monitoring |
| Solution Operations |
| Infrastructure Management |
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| Corrective Solution Maintenance |
| Corrective Product Maintenance |
| Developmental Product Maintenance |
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| End User Help Desk |
| Designer Help Desk |
Application Management
Monitoring of an identified and agreed set of system indicators related to the status and use of Irion resources and underlying hardware and software components.
This service includes:
- cataloging environments and installations;
- technical infrastructure documentation drafting and updating;
- Irion application indicator monitoring;
- RDBMS indicator monitoring;
- OS indicator monitoring;
- Automatic Alert Monitoring (configured and monitored internally by the Irion Support Team (Disk Full, availability of VPN services, etc.)
Monitoring of a defined and shared set of automatic tasks (through workflow probes) or manual (through User Interface), aimed at verifying correct functioning of Solutions in production and progress of associated processes.
For instance: workflow execution verification, data upload verification, report generation verification, and more.
Monitoring can be carried out at set times (cut-off/time based checks) or in reactive mode for on-demand monitoring, except for ticket opening and in accordance with standard availability times.
It includes:
- predefined and shared task monitoring;
- execution anomaly notifications.
Execution of a defined and shared set of tasks (via User Interface) and automatic and batch application processes related to the Solution. These are built on the Irion EDM platform and its components in the Production environment.
The tasks can be carried out at set times (cut off) or on demand unless requested through a ticket and within the time frame set for the service. Examples include: flow reprocessing, execution launching , configuration and parameterization changing, and more.
This service includes:
- on-demand workflow launch execution processing;
- execution processing via UI;
- execution parameter modification (thresholds, filters, etc.) via UI.
System management of Irion EDM application architecture, i.e., definition, cataloging, and updating of the application infrastructure (environments, components, versions) and the underlying infrastructure at RDBMS level.
This service includes:
- Irion EDM components management;
- Irion products updates (up to two minor releases per annum) in all managed environments;
- management of SQL instances where Irion EDM is installed
Application Maintenance
Targeted interventions to fix Solution bugs based on received and verified issue reports.
This service is exclusively solution-specific. It is applicable within the perimeter of objects that make up the Solution and are documented in the attachment to the service contract.
The service includes:
- malfunction analysis (see End User Support);
- application of workaround or by-pass in case of tickets with high priority;
- design and planning of definitive corrective actions (including possible ticket opening in case the issue can be attributed to a product-level anomaly);
- correction of configurations, parameters or source code of the Solution;
- corrections verification in test environments;
- possible non-regression tests in test environments;
- providing the Client with the objects containing corrections and their application plan.
Access to the minor product releases as soon as they are available. New minor releases can be requested along with related product documentation and change log.
This service includes:
- access to Irion Support website;
- access to Support site resources (Changelog, announcement, bug notification, etc.);
- release downloads upon availability;
- e-mail notifications about anomalies with their automatic processing, no analysis or troubleshooting activities available in Application Support Services
Access to the major product releases and new features.
These include application features introduced based on the feedback and suggestions from the user community. New products and modules beyond current license are not included.
This service includes:
- access to Irion Support website;
- access to Support site resources (Changelog, announcement, etc.);
- release downloads upon availability
Application Support
End User access to ticketing system to report anomalies encountered when working with a solution or to request operational support on using the solution.
This service is not available for client or third party managed projects. It includes:
- classification (triage);
- problem determination/User Support;
- quick Hints & Tips;
- operational support on the Solution use and features. It includes indications on the solution functionality (How to …) and/or references to user manual;
- issue analysis in case of Solution discontinuity or repeated anomalies experienced in use cases officially included in the Solution functionality (Processing ending abnormally/without producing the expected output, blocking errors or unavailability of the Solution or its critical features, etc.)
- workaround suggestions for high priority tickets.
Access to ticketing system to report anomalies encountered when using Irion EDM in Designer, Power User, or RTG Application Backbone Configurator mode.
This service includes:
- classification (triage);
- problem determination;
- quick Hints & Tips;
- workaround suggestions.
