Operations & maintenanceOperations service after go-live
Operations after go-live,owned by one company
Ticket-based SLA, an AI helpdesk and Progress DB performance management keep you covered after go-live.
Handling flow
How a request is handled
Requests come in as tickets and stay on record. The AI helpdesk takes frequent questions, and a dedicated consultant takes complex cases.
Customers with a maintenance contract submit tickets on the customer support portal. Customer Support Portal(opens in a new tab)
Four steps follow one another: ticket intake, AI helpdesk first response, escalation to a dedicated consultant, and history retention with continuous improvement.
- 01Ticket intakeWe log each request as a ticket and keep the handling history.
- 02AI helpdesk first responseAI prepares answers to frequent questions and errors, and an internal reviewer checks them.
- 03Escalation to a dedicated consultantComplex cases are handed over to a dedicated consultant automatically.
- 04History retention and continuous improvementWe keep the handling and change history and feed it into improvements.
Response targets and support hours are set in the contract to match the operating scope.
Service scope
What maintenance covers
From incident response to continuous improvement, we cover what comes up in operation after go-live. The scope each contract includes is set in consultation.
- Incidents
Incident response
We take in errors and incidents that arise while the ERP is running, find the cause and resolve them.
- Requests
Improvement requests
We receive improvement requests that come up during operation and handle them.
- Training
User training and documentation
We handle user training and documentation together as part of operations.
- Closing
Closing support
We provide the ERP-related support you need for the financial close.
- Improvement
Continuous improvement
We keep improving how operations run, based on the handling history and the operating knowledge built up over time.
- Progress
Progress technical support
When the ERP responds slowly, we determine within one company whether the cause lies in the application or the database.
AI DevOps
Every change is logged as an issue and goes through AI code review and automated testing before deployment. Who changed what, and why, is kept as history.
Ticket-based SLA
All requests from the portal, e-mail and chat are consolidated into tickets, and the SLA is measured as soon as a request arrives. No request goes unrecorded.
Up-to-date documentation
Program specifications and user guides are updated along with system changes. This eases the burden of audit response and handover.
Contract form and term, fees and the scope of closing support differ by customer and are set in consultation.
AI helpdesk
AI handles the first response, people make the judgment
The AI helpdesk takes repetitive questions first. A dedicated consultant handles cases that need judgment.
- AI prepares answers to frequent questions and errors first. An internal reviewer checks each AI answer before it goes to the customer.
- Based on the operating knowledge built up over time, it provides guides and manages the handling history automatically.
- Complex cases are handed over to a dedicated consultant automatically.
AI does not replace consultants
The AI helpdesk handles first response and history management. A dedicated consultant resolves complex cases and makes the judgment calls.
Progress DB
Progress DB performance management and development and operations support
QAD ERP runs on Progress. At Orcait, ERP consultants and DB engineers work in one company, so we look at the application and the database together to find the cause.
- Performance
DB performance management consulting
Covers performance diagnosis, tuning, redundancy, and backup and recovery.
- Support
Development and operations support
ABL development support, version upgrades and technical training. We support both QAD customers and companies that run their own Progress-based systems.
- Root cause
One place to find the cause
When the ERP responds slowly, we determine right away, within one company, whether the cause is the application or the database, and fix it.
- Versions
We plan upgrades together
When you move to a newer QAD version, we plan the ERP version and the DB version together. Schedule and responsibility are not split.
DB performance management supports all OpenEdge versions.
From implementation to operations
One company carries on after go-live
Analysis and design, implementation and integration, stabilization, and operations and maintenance run as one flow. We share the operating load so that your IT department can focus on core work.
Four stages follow one another: analysis and design, implementation and integration, stabilization, and operations and maintenance.
- 01Analysis and designCurrent-state assessment and standard process design
- 02Implementation and integrationMinimal development, with peripheral systems connected
- 03StabilizationIntegration testing and closing support
- 04Operations and maintenanceAI helpdesk and continuous improvement
When you move to a newer version, the upgrade service follows. The implementation procedure is described in the new implementation service page.
FAQ
Common questions before a maintenance consultation
How are maintenance requests handled?
We log each request as a ticket and manage it under a ticket-based SLA. The AI helpdesk handles frequent questions and errors first. Complex cases go to a dedicated consultant, and we keep the handling and change history.
Does the AI helpdesk handle every request?
No. AI prepares answers to frequent questions and errors first. AI answers do not go straight to the customer. An internal reviewer checks them before they are delivered. A dedicated consultant takes over complex cases.
If the ERP is slow, do you look at the database too?
Yes. QAD ERP runs on Progress. Orcait has ERP consultants and DB engineers in one company, so we examine the application and the database together to find the cause.
Can we add or improve functions during operation?
Yes. We receive improvement requests that come up during operation and handle them. Requirements that the QAD standard functions cannot meet can be added with OrCore extension programs.
How are the maintenance scope and cost decided?
They depend on your system configuration and the support scope you need. Contact us and we will explain the scope and the contract terms.