The main objective for the outsourcing of the support and maintenance processes is to reduce the costs spent on these permanent processes. And doing this it is also important to remember about the efficiency and stability of the running software solutions. Softengi offers a long term beneficial IT outsourcing collaboration to support and maintain all IT units of your enterprise, from servers and DBMS to corporate website and enterprise management software.
The collaboration is built in the Service Level Agreement approach which gives the clearness and flexibility. Softengi's engineers are ready not only to support existing units but also suggest the improvements and modifications for the software installed at the enterprise in order to optimize costs of the enterprise and maximize the efficiency of its function on the basis of the use of modern computerized technologies.
In the most cases support and maintenance contracts are run under the collaboration model of Dedicated Teams. Softengi can suggest the adopted approaches so the customer can choose the most beneficial model.
Fixed Contract
Softengi can offer the annually charged fixed cost service. In this case the contract is based on the SLA agreement and the customer is charged with the fixed price, not depending on the efforts spent to incidents management and tasks completion. Softengi takes most risks on its side.
Customers of Fixed contract services are also able to benefit from quarterly or half yearly maintenance visits for proactive servicing of their equipment.
Hours Purchase Contract
Another way for the customer is to sign the hours purchase arrangement, where customer makes an advance purchase of hours at a rate below our time & materials rates. Making the support request, these hours are deducted from the pool of existing hours, until they are exhausted.
Softengi distinguishes three types of the hours purchased:
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Pre-planned hours. These hours are the basis of the contract. The customer purchases these hours planning to use it by 100%. Amount of hours is purchased for the year or half a year and the customer pays for whole pool of hours. The price of these hours is the lowest. The size of pool of these hours is agreed before the support period starts and cannot be changed later.
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Possible hours. Another pool of support hours can be agreed when signing the contract. When the customer needs additional work, the efforts are deducted from the pool and the customer is charged only for the actually used hours.
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Additional hours. The customer can order additional hours for the support and maintenance tasks at any time during the contract. The price of this hours is the highest. And the customer is also charged only for actually used hours.
Time & Materials
One of the most common approaches is based on the Time and Material collaboration model. The hour price and SLA are agreed when signing the contract. The customer receives the time spent reports with clear description of tasks performed and is charged for those efforts.
