SciSys has many years' experience in providing Support Services to both public and private sector organisations including; The Environment Agency, Thames Water, EDF Energy, House of Commons, Transport for London, MoD, Metropolitan Police, London Fire, NTL and other household names.
We offer a comprehensive range of services including:
- Service Desks
- Application Support
- Third Party Software Licence Maintenance & Administration
- Production Server Administration
- Test Environment Support
- Disaster Recovery Services
- Hardware Support
The scope and availability of these services is tailored to the customers' individual requirements and service level expectations. We aim to establish long term relationships with our customers so that we build up a better understanding of the customer's business, helping us deliver a more focused and effective service.
Our pro-active support services aim to drive down the cost of support through identifying and rectifying underlying problems through trend analysis and understanding and improving the business processes and service delivery.
SciSys is able to provide cover during office hours through to full 24 x 7 support, with response times tailored to need. Support is normally provided from our offices via remote working using dial-in or Internet access, but SciSys can provide on-site resources for more substantial needs or during critical times. We offer flexibility to allow each customer to tailor key elements of the support service to suit their particular needs, whilst remaining cost effective.
With over ten years' experience of successfully providing support services, we have well established inhouse service management standards and procedures, based on ITIL best practice. We operate our own help desk for incident, problem and change management, or can link to and utilise a customer's existing service infrastructure and procedures. We also provide related services such as user training, on-site support, and emergency call-out.
Dependent upon the size and complexity of the application(s) to be supported, SciSys will establish a customer specific support team who are well versed and experienced in the customer's applications and operational environment.
Service Desks
SciSys' support services are provided via a network of support centres located within the UK. At each location a Service Desks acts as a hub to our range of services. Our established working procedures are based on ITIL best practice and are used to deliver a consistent approach to service delivery. The Service Desks can be called upon by end users seeking help and guidance in the use of the system, and to report any issues and problems experienced in the operation of their systems.
The Service Desk will :
- Receive and record all help requests
- Provide guidance and help in the use of the system and provide 1st level fixes
- Co-ordinate the investigation and resolution of help calls with 2nd and 3rd level support teams
- Track and monitor the progress of all help calls and provide regular updates to the user
- Maintain and report on service performance statistics
- Escalate service performance issues to senior management
Support requests to the Service Desks can be made by telephone, e-mail or fax. Dedicated contact numbers and e-mail addresses can be set up for individual clients.
The Service Desks are generally available between the hours of 8.00am to 6.00pm, Monday to Friday, but excluding Bank Holidays, but where there is requirement for extended services; either on a temporary or permanent basis, SciSys can provide full 24 x 7 cover.
Application Support
The types of applications supported by SciSys are diverse in size as well as technologies. They range from small Microsoft applications developed in Access, Excel & Visual Basic through to browser based clients linking to complex multi-tier J2EE and .NET architectures.
SciSys can provide support to both bespoke developments, whether carried out by ourselves or other 3rd parties, as well as packages and tools such as Business Objects, Lotus Domino, MapInfo etc.
For the take on of applications developed by 3rd parties we have established procedures for knowledge acquisition, auditing and the transitioning of the application into our support environment. Ensuring that a stable baseline is obtain and maintained under configuration control is a key element in providing successful support service.
A managed application support service can be viewed as an insurance against the risk of negative impact on the business should an application experience a problem. With our services you are provided with direct access to support specialists with the knowledge and skills to solve problems when they arise.
Our flexible approach to the commercial arrangements allows us to tailor our services to meet the needs of the client and whilst providing insurance and service they require. Nobody likes to pay for something that is not used therefore we can apply a range of packages that may allow you to divert this time into enhancement or development work instead, or discounting future support therefore removing the risk of paying for a service that is not required.
See Supported Technologies for more details of the technologies and products supported by SciSys.
View a factsheet about Support and Maintenance from SciSys. To view the PDF files (
) you will need Adobe Acrobat Reader - available from www.adobe.com (this will open a new browser window).
