Maintenance and Application Support

Product maintenance

The maintenance and support phase begins with the establishment of the operative readiness. For a yearly fee - currently 15% of the license price - the customer get all new patches, releases automatically delivered. Many vendors ask, next to yearly maintenance, for additional upgrade fees.

Basic support scopeArchiv

Designated persons can ask for immediate help if a problem arises (Hotline). scope maintains a copy of the customers data on their servers (if permitted), in order to handle questions and problems efficiently and quickly. Such a copy is also very handy when doing migrations.

Less important cases will be dealt via e-mail. Also designated persons will communicate with each other. Responding to questions regarding archive and records management are explicitly included in the support.

To ensure the lasting insight into the status of a given customer feedback, scope operates a password-protected online feedback database. Each customer is registered on this database, and thus receives the possibility of reporting change and extension request, as well as shortcomings and mistakes. The authors of the feedbacks are informed of decisions, work progress and results both via e-mail.

Against a flat annual fee scope offers basic support for scopeArchive. It includes:

• Installation of the current, productive database schema in the scope computer center, in order to test data transfers and to reproduce reported errors
• Set-up and configuration of the infrastructure for remote maintenance 
• Access to the feedback database
• Checking the compatibility of customer-specific programs with new releases
• General application support
• Flat-rate support time (Hotline) of 5 hours a year (optionally 10 or 15 hours)