EDI Expands Support for Maximo

(St. Petersburg, Florida -- April 1, 2009) -- EDI announces today the addition of Support service for Maximo users by providing Level 1 and Level 2 Software Support. Customers have repeatedly expressed that when the first call is made they expect the Level 1 technician taking the call to start with Maximo-specific problem determination. Too many times Customers find that the first call is simply to identify what IBM software product they are using and then wait for Level 2 to get back to them. EDI's Maximo-certified technicians can start to work on the problem faster greatly shortening the time to resolution. Just like IBM's support, the Customer assigns the severity level, 1 through 4, and each Problem Management Record (PMR) is captured in the state-of-the-art service desk solution for tracking, reporting, and escalation.

EDI's Support service is provided by an agreement with IBM. Just as before, Maximo users have access to the same defect fixes, patches, and software upgrades provided by IBM as Level 3 Support - just now provided through EDI. In addition, the same 24/7/365 availability and the same response times by Severity Level apply just as before. Customer software licenses and entitlements are not changed in any way.

This Support service for Maximo augments EDI's already robust EDI Enhanced Support. Many Customers find that they need access to experienced and knowledgeable Maximo resources to assist with configuration issues, best practices, complex problem resolution, system administration, etc. This level of service is not normally covered by IBM Support, but at the same time Customers do not have the budget or need to contract for a consulting engagement. EDI Enhanced Support provides Customers with these types of services. EDI Enhanced Support is a billable service on an hourly basis so Customers only use the EDI Enhanced Support that they need.

If you are a Maximo user who's coming to the end of your annual maintenance or have recently received your renewal quote and would like to talk to EDI about our Maximo Support Services, please feel free to email us at sales@edatai.com or call us at (727) 299-9304.