Ensuring Service Levels

The products sold in the business market are typically supplied without warranty and without assumption of responsibility of the supplier concerning the proper functioning of features. The guarantee is largely limited to the hardware and the availability to provide a legible copy of the product if media are unreadable. The objective of Intesi Group is to offer quality solutions that can be used in mission critical environments. So Intesi Group offers comprehensive maintenance services to its customers.

Through these services Intesi Group provides assistance and technical support in order to identify and timely resolve all the problems, which are related to those malfunctions that are not identified during testing. The help desk provided by specialists is one of the services provided which is useful to quote. This service is in direct contact with the development laboratory, the corrective maintenance, the rapid response team.

Corrective Maintenance

We will consider the application solutions which have been developed from scratch or made from integration solutions that Intesi Group offers to its Client. A proper maintenance service must then be activated. It ensures that the functionality and application services are kept available despite failures and malfunctions that are not promptly identified during the test phase and final testing. For this reason Intesi Group proposes a first corrective maintenance service to ensure the functioning of products and an ad hoc extended warranty for the developed software.

The aim of service is the Customer support in the analysis of incidents. In the case of malfunctions related to a software problem, troubleshooting is immediate and the support releases a corrected version that does not contain the reported problem.

As part of the corrective maintenance new versions of the acquired products are available in order to offer the client the most updated software.

Evolutive maintenance and adjustment of Law

When products and provided solutions on topics are related to security, it is often tied to compliance with laws and regulations category requiring technical rules which which should be conducted by security features.

This is the case of electronic payment systems for which the rules are established by consortia (eg EMV) and associations (ABI, CBI, microcircuit). This is the case of digital signature whose legal value is strictly determined by Italian and European rules (besides those of other countries which are not well harmonized). The specific rules of detail are then added to each different type of document which has to be signed. In the case of security products, Intesi Group combines corrective maintenance service with the evolutionary maintenance related to regulatory adjustments without which the product supplied may in time be no longer usable.

Sidenotes

As part of corrective maintenance activities, the provided support is addressed to the Client manager who should be able to make at least the first level of intervention. Intesi Group offers additional opportunities to train technical staff which become able to cope with the ordinary management of the provided systems.
Support and assistance agreements may be established in order to ensure the service levels and the availability of installed systems in production within specified KPIs.