Pn Automation provides world class, post implementation support for all our projects. Support is provided by the same team that developed the solution. This eliminates the escalation process often found with traditional support models, which shortens the time to resolution. The Pn Automation teams recognizes that when a customer encounters a problem, it is vital to the mission that that issue be addressed quickly and efficiently. We offer various service level agreements for ongoing support to align with the needs of your mission.
Issues are opportunities for improvement
The Pn Automation team uses the same tools to manage development, support issue tracking and resolution. This approach allows the Pn Automation team to perform root cause analysis and fully embrace continuous improvement, the focus of the entire Pn Automation team. By integrating development and support we can address any issues in the short term but eliminate the problem through continuous improvement of the solution in the long term.
Our Stakeholders:
- Report bugs and issues to helpdesk
- Request enhancements (per defined process)
- Update content using plain language standards and defined concurrence process
Our Team:
- Meet SLAs
- Provide Help Desk Support
- Bug fixes
- Planned maintenance
- Unplanned maintenance
- Software upgrades
- Hardware upgrades
- Security updates
- User feedback collection and analysis
- Design refinements
- Content updates
- Database updates
- Code updates
- UX improvements
- COOP / Disaster Recovery (DR) Capabilities
- Complete sunset strategy
