Value+ Management Services for Application Delivery Management

Value+ Management Services enable you to focus on your core business whilst still maintain vital solutions that your users rely on every day. OpenText professionals manage your platform for you and provide reactive, proactive and enhancement services for your OpenText solution Reactive services are for issues and problems with your solution implementation. These services include custom solution elements, such as customer-specific integrations, customizations, and configuration settings. Reactive services include: Single point of contact for resolving incidents you submit to our team—up to 15 incidents per month on one production instance of your selected product. Escalation management to solve complex software problems. Professional Services works with you to outline options and determine a suitable approach.

Operational Services provide qualified and experienced personnel perform required activities to maintain and operate the solution. Representative operational tasks range from partial to complete responsibility and include: System administration. User management and user security administration. Periodic monitoring to verify system availability. Resolution for incidents identified during periodic monitoring. Report generation for out of the box. Routine tasks to operate the solution (for example, manual steps required in IT management automation). Maintenance of solution documentation.

Technical Account Management provides a Technical Account Manager who is your single point of contact to ensure service quality. This dedicated specialist: Communicates with you via email for any service-related issue. Conducts work prioritization meetings. Participates in regular status meetings and communications. Contributes to monthly and quarterly service-level reports. Facilitates transition and handoff.

Enhancement Services provide up to 40 hours of standard enhancements, which usually lead to minor changes. The team collaborates with you to provide services that enhance your solution, including requirements, design, low-complexity enhancement testing, and documentation changes. These services may include: Adjusting process and workflow. Modifying reports. Adding fields and validations to screens. Changing low-complexity dashboards. Providing additional data validation in an interface. Extending the monitoring environment or enhancing existing monitors. Implementation of approved changes such as defect fixes, patches, or enhancements. Enhancement services empower you to quickly respond to the stream of anticipated enhancement requests, which in turn improve end-user satisfaction. Low-complexity enhancements take less than or are equal to 40 hours to implement. Large-scale enhancements require a separate project and are also not product enhancements.