at peak performance and getting the most out of assets is a key objective for
many companies. Implementing the right software solutions is how Best-In-Class
companies are continuing to excel.
Investing in a maintenance contract ensures that your company’s critical
software is always at peak performance.
Considering software maintenance
is similar to purchasing car insurance. The type of coverage you purchase directly
correlates to the support and security you will receive in the event of an accident. Purchasing liability coverage will provide
the minimum amount required by law, but that minimal amount may not be enough
protection, which can result in a significant out-of-pocket expense. Purchasing
comprehensive coverage may be costly, but you are protected should anything
happen to your vehicle through no fault of your own. For example, if you are involved in an
accident where you are at fault, liability insurance will pay to repair the
damage to the other car, up to the limits of your policy; you will be
responsible for any cost above that and for the cost of repairs to your own
car. Comprehensive coverage, on the
other hand, would pay for repairs to both vehicles.
A software maintenance
plan allows the same peace of mind as comprehensive insurance, the security of
knowing that you have the necessary tools to allow
your company to gain a general competitive edge. When customers think of maintenance, the
first thing that comes to mind is access to technical support via phone, email,
or the web support portal, but typically there is so much more. Customers who invest in Aptean maintenance have
access to the Self Service portal, which provides access to a wealth of
information. The resources include articles, support incident submission,
management and reporting. The portal
also provides educational recordings, product downloads and documentation, and
a community base where customers are able to communicate with one another. Through
the portal, maintenance customers have access to view and manage company
profiles, access to industry and technical bulletins, and the access to subscriptions
to receive updates about their products and Aptean.
of our products, Aptean also provides a full catalog of courses through Aptean
University for all maintenance customers. Through the use of this resource,
maintenance users will have 24/7 access to diverse video libraries that help
educate and encourage employees to be well trained so that they have the
ability to super charge systems and processes.
also means having access to upgrades on solutions, which means that your company
has state-of-the-art functionality to continue performing at their best. These upgrades include the newest releases,
as well as any hotfix updates and service packs. Customers are able to receive
access to new features and functionality that can help position your company to
better meet your business objectives while implementing the latest technologies
and best practices. Customers on
maintenance contracts also have the ability to offer insight into the product
roadmap. Customer advisory boards comprised of passionate hand-picked customers
are able to provide their opinions for the direction of the product.
Investing in maintenance will ensure that your business has the
coverage, support, and security it needs to operate at peak performance
and ensure you are getting the most out your
software solution from Aptean.
Support organizations work with customers on a daily basis to resolve problems and provide answers to questions. As they do so, knowledge about products and services is generated, but this knowledge is at first stored only in the support ticketing system or inside the analyst’s or customer’s head. The knowledgebase gets updated much later in the process, after articles have been carefully formatted and reviewed. In a nutshell – knowledge capture takes placelong after the event.