Comprehensive services includes 24/7 fault-fix support and new releases incorporating both functional and technical improvements.

SunUp has developed and refined its post go live support and maintenance service to ensure that:

• SunUp's software operates uninterrupted at all sites
• Users are guided to exploit the full potential of the system
• Clients benefit from continuous improvement of the product

The standard support and maintenance agreement provides for:

1. 24x7 telephone and web-based fault reporting service triggering an expert response for problem diagnosis and solving within agreed timeframes, through urgent software patches or scheduled releases, dependent on the severity level of the problem.
2. New releases and patches including bug fixes and new or improved functionality.
3. The availability of professional resources (at extra time-based costs) to meet clients requests for additional training and consulting as well as for designing and programming client-initiated enhancements.

SunUp supports mission critical live implementations of its products at sites worldwide. No clients have ever experienced any live system down time caused by SunUp's products.

Upgrades and new releases of the software are included as part of the annual support and maintenance fee. In addition to fixes to any previously reported faults, new releases include improvements and enhancements to the functionality requested or suggested by clients and incorporated into SunUp's R&D plan.

The standard support and maintenance service also defines terms for additional consultancy and technical services; for example additional user training, customization and further integration and interfaces with neighboring systems.

Back to Top