Site Network: BASS ECM | BASS Offshore | BASS ERP


To keep our continued relationship with our clients’ BASS offers its clients post implementation support services. The target of this service is for maintaining problems coming out from the implementation rather than the software, in addition BASS can do remote administration and help administrators performing their tasks with routine checks and visits.


BASS offers a unique post implementation support for its Clients; this support differs from the regular Documentum maintenance agreement. The support is for the implementation and its proper behavior rather than the software; it could include running periodical checks on the system and supporting users on using the implemented system.

BASS offers a unique pointing system where each of the tasks performed are charged from the client points. The support includes the following services depending on the client location.

Scheduled Site Visit

A scheduled site visit has to be appointed before hand with at least two working days. During the visit BASS consultant will perform regular checks on administrative issues and storage capacity and other implemented items.

Non Scheduled Site Visit

It is for emergency calls where a visit is needed and has not been planned for. The visit can be for the same day or the next day. If the visit cannot be made in two days time it will turn to a normal site visit.

Phone Call

The client can call any of the support team to investigate on a problem and ask their guidance and help. This could cover non implementation issues like the client can ask a “How to do” Question or ask for help if he needs to upgrade or do extra work on his current installation.

Email and Research

The client can use this service to ask for additional research from BASS consultants to help him in his own implementation or development of additional features.
In this type of support the client can sometimes send his DocApp copy to BASS and a similar client environment will be simulated. Hence all work will be done in BASS HQ and the client can get his response.

Remote Support

This is good for administration for sites off Egypt.

Environment Requirements:

   •  Highs Speed Internet Connection

   •  Remote Desktop connection and Access to the environment using the installation owner login This table shows the consumption of the points  

This table shows the consumption of the points

Activity

Unit

points

comment

Scheduled site visit

Day

50

A visit will be for 6hrs

Non Scheduled site visit

Day

70

A visit will be for 6hrs

Phone Call

15 Min

2

2 points = 1-15 min

Email & Research

1 Hour

8

 

Remote Support

1 Hour

16

 



















The client will receive a monthly report of the time consumed