Each of Addedo’s consultants is responsible for a number of clients, and their responsibility is to ensure that their clients get the help they need. Support and help are delivered either by the responsible consultant or by a colleague, depending on availability and any need for specialist competence.
As an Addedo client, you can rest assured that you can always reach your consultant or that you can get help from someone else at Addedo when you need it. We are few enough to have straightforward routines and processes but many enough to be able to offer our clients quick help.
For our IBM clients we also offer a formal support. Addedo offers this as an alternative to IBM’s own support in certain cases. Addedo’s support is available every weekday during office hours. Issues are registered and followed up in our own issue handling system. An experienced consultant takes care of your issue and calls for specialist competence if needed to find a solution.
As a client you can of course easily follow both your closed and your open issues in our issue handling system.
In most cases this works well. The client owns their solution but at the same time feel that they have Addedo’s support and that they can get help on an ad-hoc basis by competent consultants. In other cases, however, the client wants Addedo to take responsibility for maintenance also after the implementation. We currently do this in a handful of cases. We deliver an ongoing support with issue handling and follow-up. In parallel we run development projects with the client within the same maintenance assignment.
INSTALLATION AND OPERATIONS
Addedo has got the most experienced installation and operations technicians in the market when it comes to IBM Cognos and SAP BPC.
We’re often involved in operations. Either with a total offer or with ad-hoc support. Normally the client buys the licenses and we do the installation and act as support for operations, which is run by the client’s IT department.
More and more clients want to buy the solution as a cloud service, a so called Software as a Service, SaaS. The client pays a monthly fee and gets access to the solution via the cloud.
A common mix of the two alternatives is that the client buys the licenses but operations are run externally. This is known as ASP, Application Service Provider, or hosting.
ADDEDO TAKES THE RESPONSIBILITY
Regardless of whether the client wants a traditional local installation or wants us to run the solution as a cloud service or via hosting, Addedo takes the responsibility for installation and technical upgrades.
The advantage of the latter is that we as solution specialists administer the whole process from installation and implementation to operations and the client focuses on using and refining their solutions and processes. In these cases we work with IBM globally but also with local suppliers such as AddPro.
Depending on where the decision was taken to have parts of the IT environment as a cloud service, there is a need for an understanding of how to implement and operate the solution. Cloud services are very useful when doing it right. There are however a few things to think of:
• The purchasing function is getting more important. The purchaser should have a good knowledge of the need for IT support and how to set up one or multiple cloud services.
• How the cloud service is invoiced. For example, which activities trigger a cost element?
• What is included in terms of support, upgrades and responsibility?
At Addedo we have the knowledge and experience to deliver different set-ups of operations and we can help you choose.
Phone number to our office: 08-660 35 00