MAINTENANCE and SUPPORT
SIVO Environmental Safety Suite components are installed to a central server located our
customer’s premises. The centrally located server is accessible by every institutional user
via their web browser or internal network.
Application installation is expected to be smooth and seamless, as SIVCO utilizes open-standards
development tools that are compatible with heterogeneous systems. SIVCO personnel will complete
(or assist) the installation onto a pre-selected server.
Installation usually completed via remote access and completed by SIVCO. Our Environmental Safety
Suite components can run on operating environment preferred by our customers (Linux, Windows, SUN etc.).
VM environment also supported.
Perhaps the most important feature is the ability for CHEMATIX™ and other Environmental Safety
Suite applications to interface with existing legacy systems, especially financial, authentication,
facilities and accounting systems.
Key to our success is the ability of to be configured to exchange essential data between systems,
thereby maximizing utilization of existing technology, reducing overall upgrade investment and drastically
SIVCO is pleased to offer
comprehensive customization options with CHEMATIX™, from the
user level all the way down to system administration.
Interfaces are vital to usability and user compliance. We
recognize this important feature and have allowed for
customization of user interfaces to capture not only the
necessary requirements of your business but the look and
feel that defines your image.
Reporting is another key area
in which customization is vital. Standard system reports are
enhanced by an almost infinite combination of customized
reporting options for users at all levels.
types and regulatory bodies can also be designed into our
safety systems with varying levels of access, authority and
Initial system review and validation
can commence immediately. SIVCO project management staff
will be available for system review sessions, involving
comprehensive analysis of all user processes and associated
interfaces, with the implementation project team members.
During this process, Transfer of Knowledge, defined as
information, knowledge, and procedures that are needed to
assume the day-to-day operation and maintenance of the
application/system, shall occur from SIVCO staff to client.
This knowledge transfer follows a normal process that
includes mutual participation throughout the project,
training, walk-through(s) and documentation. Configurable
options are reviewed and discussed making sure that business
process defined as per customer’s request.
implementation assistance is an ongoing informal
communication between SIVCO’s designated project manager and
customer, making sure that the purchased software properly
implemented. As a result of this ongoing one by one
communication CHEMATIXTM and other applications
implementation success record is much higher than most
enterprise software implementation. Implementation completed
within a planned time and most importantly within budget.
End-user training is available in a
variety of delivery formats. Entirely optional, training can
be designed for any number of end-users as per the training
requirements outlined by the Client. SIVCO will provide
proper user manuals and training exercises. SIVCO will
provide printed user manual for each training attendee,
additionally client will receive the electronic format of
the user manual, and hence the printed user manual can be
distributed. These hands-on user manuals in conjunction with
on-line help can most certainly provide all the necessary
training required to efficiently operate.
recommend the “train the trainer” option for our large
customers, yet training is provided as requested. Onsite
training is supported and alternatively web based training
session also can be arranged.
MAINTENANCE and SUPPORT
During the warranty and support
period SIVCO will provide a prompt response (within 2 hours)
during regular business hours.
client representatives, as defined in the support license
agreement, will be permitted to contact SIVCO for technical
support outside of normal business hours according to
premium level support guidelines.
Premium level support
shall be defined as any service or support provided by SIVCO
personnel outside of normal business hours if desired.
Maintenance and support service also includes monitoring
application performance, installing upgrades and providing
full assistance as needed.
Updated versions of the Program may
be created by SIVCO from time to time. As stated in the
License Agreement while new releases and updates are
variable and do not follow a fixed schedule (i.e. quarterly
or annually), customers with valid support agreement will
entitle to any new releases or updates as they are completed
and made available to subscribers.
The quick and seamless
procedure of upgrade installation will be conducted by SIVCO
support staff as part of the “Maintenance, Upgrade and