SUPPORT SERVICES

SUPPORT WHENEVER AND WHEREVER YOU NEED IT

Our support doesn’t stop once we have implemented your product. We want to ensure you get the maximum return on your product investment throughout the lifecycle of the product. That’s where support services come in.

Here we work with you to ensure you host your product using the environment that best suits your business. Under support services we also provide on-going customer support and training.


Hosting

CHOOSING THE OPTION THAT BEST SUITS

Let our experienced consultants make life easy by ensuring the hosting option provided is exactly suited to your business. We take you through the options and benefits of public and private cloud hosting. We can host Inatech’s products in two models

Public Cloud hosting

  • Your data will be backed up to a secured location and will be available on a rolling 15 days (there is flexibility to change this if needed)
  • The application will be accessible from anywhere
  • Inatech's certificate will be used to enable HTTPS
  • Inatech will be using the Microsoft Azure platform to host its applications
  • Microsoft Azure follows ISO 27001 and other certification
  • This works in an OPEX model. It is low risk and there is no upfront investment in infrastructure.
  • Inatech is accountable for both the infrastructure and the application
  • You only need to pay for the application license
  • The application will be configured for high availability by default

Private Cloud Hosting

Private cloud hosting can be handled at your own premise or off-site in a datacentre

Off-site

  • This works in an OPEX model with no upfront investment on infrastructure needed
  • Inatech is accountable for both the infrastructure and the application
  • You need to pay for the application license and the infrastructure costs
  • The datacentre to be hosted will be identified in collaboration with you
  • The application will only be configured for high availability if you request it (This will incur additional cost)
  • The data backup policy will be in line with your backup policy, Inatech is responsible for backup
  • A secured tunnel can be established between you and the datacentre, application access can be restricted to your premises
  • You may incur additional support costs to maintain the application and to handle integrations
  • An Inatech certificate will be used to enable HTTPS

On-premise

  • Inatech is only accountable for the application
  • You need to pay for the application license
  • This will work as a CAPEX model, so you need to invest in the infrastructure in advance
  • The application will be configured for High Availability only if you request it and you have the necessary hardware
  • Data backup policy will be the same as your backup policy, you will be responsible for backup
  • You decide if you wish to expose the application to the internet or restrict it only to your intranet
  • There will be additional support costs to maintain the application and integrations
  • A client certificate will be used to enable HTTPS

Customer Support

AVAILABLE JUST WHEN YOU NEED IT

With every product comes questions. At Inatech, we have a team of dedicated customer support specialists ready to help you with anything from operational issues or requests for changes. Our customer support team ensures your questions get routed to the best technician available with the aim to get your requests resolved as quickly as possible, while minimising the impact on your business. Our team is available to provide support across all channels of communication and at a time that suits you.

We offer a comprehensive range of services including:

Help Desk/Monitoring

  • User requests
  • Incident reporting
  • Production environment monitoring
  • Application performance monitoring
  • DR synchronisation
  • System utilisation
  • Servers and application availability

IT Operations

  • Daily health checks on applications
  • Performance tuning
  • Server maintenance
  • Backups
  • DRM (Disaster Recovery Management)

Administration

  • Routine Service requests
  • Incident Management
  • Release Management

Change Management

  • Change requests
  • Enhancements
  • Release Management

Hours of coverage

  • Business hours support - 24x5
  • Round the clock support- 24x7

Reach our support team by

  • Phone
  • Mail
  • Web
  • Our ticketing tool provides an easy-to-use platform to raise requests, view status of requests or even see reports online

Training

GETTING THE BEST OUT OF YOUR INVESTMENT IN INATECH’S PRODUCTS

We want you to get the best out of your investment in our products. Our practical and engaging product training courses are designed to ensure you are up and running as soon as possible. Courses also ensure users know and use the full capability of the products installed.

Training Offered:

  • Access to the product with demo data.
  • Training will be role based covering all the different job functions required to run the software including buyers, suppliers, traders, operations, risk managers, back-office and management.
  • Each of the users in the training will have a username and password to access the system.
  • The day-to-day operation of each user persona would be run through with the users.
  • Users will have the opportunity to use the system themselves to try out their key business scenarios.