MainPage > Support

Support

To ensure efficient operation of purchased IT solutions by customers, SoftReview provides services of qualified support specialists. When concluding a support agreement (Service Level Agreement, SLA), the client is offered three packages of support services, with mandatory compliance with non-disclosure agreement (NDA). The list of additional options depends on the level of support and individual agreements with the client. If this option is not provided for in this service package, then it can be performed in the form of a separate contract, or the client will be offered a transition to the next level of support.

The cost of support, as a rule, corresponds to 20% of the cost of purchased software licenses (improvements).

Service packages

For the efficient operation of software products, our company offers its customers three packages of support services.

All additional services can be ordered according to a separate contract

Description of software support services

Support for changes in legislation: operational support for changes in legislation to ensure compliance of software products with the requirements of regulators.
Expansion of functionality: updates and delivery of new versions of systems developed by SoftReview, related to the expansion of functionality.
Correction of inconsistencies within the scheduled timeframes (requests via the RedMine system): elimination of inconsistencies and errors in software products registered by the Customer within the scheduled timeframes, in accordance with their priorities fixed in the contract.
Informing about the development of the company's software products and services: providing the client with the opportunity to receive emails with the company's information mailings and «hot questions» of the Support Department.
Providing operational advice on the hot line: advice on the operation of software products through landline or mobile phones.
Providing operational advice on Viber, Telegram, Watsapp is an additional service provided to create relevant groups by fields on the side of the client and company employees.
Dedicated business analyst: assigning a business analyst to the bank in the fields of activity. The specialist, knowing the specifics of the bank's business processes, ensures prompt (with the guaranteed response time) and high-quality processing of client requests.
Dedicated manager: assigning a maintenance project manager to the client, performing the following functions:
- managing the software maintenance process.
- solution of organizational issues on the interaction of the parties.
- organization and management of individual projects.
- quality control of the services provided.
Expedited Correction of Nonconformities - 1st priority nonconformities are corrected within one day, 2nd priority nonconformities are corrected within two days.
Maintenance of an individual software version: support for changes in legislation and correction of inconsistencies in the software product version in commercial operation at the client, fixed by the parties and involving changes based on the individual characteristics of the client.
Support for administrators of servers, databases and applications:
- advice on setting up Oracle DBMS servers.
- advice on setting up application servers
- advising the Customer on independent change of the DBMS server version and application server version.
Load testing:
- sizing is the process of testing under increased load in order to determine the maximum capabilities of the software running on the operating software and hardware platform. As a result of stress testing of the system, the Customer gets a clear idea of the growth opportunities for business volumes, that is, the software capabilities for a specific implementation of the software and hardware platform;
- performance testing of routine operations (for example, mass accruals) is carried out in cases where the Customer wants to check the temporal characteristics of critical business processes;
- modeling of the bank's work allows you to demonstrate the operation of software products in a real IT system of the bank, regarding the specifics of both business processes and software/hardware means.
Performance improvement:
- analysis of the compliance of the current load with the hardware used.
- checking the settings of the operating system, DBMS, application servers
- installation and configuration of DBMS operation monitors (performance, locks)
- analysis of data obtained during monitoring
- forming recommendations for setting up hardware and software
- registration and resolution of detected inconsistencies in software products as part of maintenance
- issuing recommendations for correcting software components independently developed/embedded by the Customer: bank reports, external integration solutions, external software.

Ways for customers to contact the company's support service:

Soft Review offers its clients support services, which include consulting on the operation of software products by phone (local and cellular communication channels), e-mail, using a specialized web server and additional communication channels (Viber, Telegram).
To update the versions of software released by the company, albums of reporting forms, a set of business transactions, electronic copies of documentation and other information resources, we use:

Web server (RedMine) of the support department
Ftp server
Mailing lists.

Hot line

By means of phone communication (city and cellular) for information support of clients. Our experts will provide advice on the operation of software products, fix inconsistencies, comments and suggestions on the development of the company's products. There is an adopted practice of contacting the hot line only by support service specialists. With an appropriate level of support, consultations with representatives of the client's business units are possible.

REDMAIN WEB service

A single information space for customer requests and responses of support services. Through this resource, our customers can create an application in which they can ask their questions and get guaranteed answers any time and, if necessary, register a request for software improvement. The system allows you to store history of information about the status of implementation and the progress of solving the problem described in a particular application, and contains an archive of open and closed topics. The list of specific employees who are granted access to REDMAIN resources on the client's side is determined by the client. But in this case, it can only be representatives of the customer support service.

The support service processes all e-mail messages sent to the email addresses of support@soft-review.com.ua, and also carries out mass mailings to inform customers about the development of the company's software products and services, the functionality of system updates, operational improvements in the software etc.

Registering a ticket for software maintenance

If the client could not provide support for the required technological process using the current functionality of the software, he can register a ticket in the RedMine system. As a result of the request and its consideration, the cost of software maintenance will be indicated, estimated in man/hours, previously agreed in the support agreement. This cost depends on the category of personnel and the timing of the task.

Registration of a ticket for software development

If the client was unable to support the corresponding business process or technological operation using the current functionality of the software, he can register a ticket for updating the software. When contacting the RedMine system, the client must indicate the subject in the ticket for the improvement of the functionality:

Legislative support
Custom improvement of the existing functionality
New functionality development

Registering a ticket in the RedMine System

Registering a ticket by the Client's support staff is carried out in the RedMine system. After the client support employee receives all the necessary information from the customer, with a clearly described problem indicating a possible discrepancy in the company's software code, the ticket is registered in the system. If it is necessary to clarify the data described in the ticket, the support service registers additional consultations in the comment section of the existing ticket.

Based on the results of the request and its consideration / clarification by the support service, the cost of maintaining / updating the software will be indicated, which is estimated in man / hours, previously agreed in the support contract. This cost depends on the category of personnel and the timing of the task.

The procedure for registering a ticket by an employee of the support service:

The primary status of the ticket is set through the RedMine service.
If necessary, the clarification of the described problem by the employees of the support service by commenting on the ticket.
Primary testing of the described problems is carried out (reproduce the situation) on the test/production servers of the client.
The priority of the non-compliance is determined in accordance with the rules specified in the support contracts.
After the task is fully specified, the subsequent status of the ticket is set using the RedMine service.
The deadlines for solving / eliminating the problem are set.