Collaboration with the software provider usually doesn't end after the implementation itself. Clients often expect the provider to support them in the daily use of the software, both from a substantive (helping users) and technical (responding to any software errors) perspective.
For Clients using Hadrone PPM software (both in the On-Premises and SaaS models), we offer the following post-implementation support services:
- SLA technical support,
- email based support,
- consulting and individual support billed on a T&M basis
SLA technical support means that in the event of a bug or security vulnerability related to Hadrone PPM software, we will respond and provide a solution (a software patch) within a specified time frame. SLA technical support is a subscription-based service and the agreement can be made for any duration. The fee for this service can be paid by the Client either in advance for the entire period or monthly.
Email-based support means that designated individuals on the Client’s side can send us an unlimited number of questions regarding the use of Hadrone PPM software and we will respond to them within a specified time frame. This communication takes place via email. Email-based support is also a subscription-based service and the agreement can be made for any duration. The fee for this service can be paid by the Client either in advance for the entire period or monthly.
Consulting and individual support billed on a T&M basis covers all other needs of our Clients that cannot be predicted in advance. Examples of such services include additional training, integration support and other advisory services. Usually, the implementation agreement specifies the number of hours/days that can be used by the Client and the cost per hour/day for a Hadrone consultant. The services are billed at the end of each month, based on the effort used by the Client during that month.
