Support

Many times your staff has questions and problems that just can’t get answered. Our experts can resolve issues efficiently through our Support services. In today’s business climate, many times organizations are forced to hold low technical staff levels while maintaining or increasing service levels. This challenge can be particularly difficult when managing to SLAs.

EDI has a team of support experts available to boost your technical expertise keeping your staff and EAM system efficient. We will customize our Support contract to give the flexibility of service your organization needs.

Our Philosophy

All of our Support Staff at EDI have three main focuses:

• Know the Customer
• Know the Technology
• Know, and Follow, the Process

Know the Customer

In order to know the customer, one must know the following:

• The Industry: Our support staff consists of individuals that have been involved in many Maximo implementations across many industries. They are able to see real solutions to real business challenges in the software and draw on those experiences.
• The Company: It’s our job to know the business perspective, processes and current system configuration of the companies we support.
• The People: When someone calls a support line, they are reaching out for help. Knowing the caller and their role in the organization really helps. A director-level employee is likely looking for something very different in the system than someone in the maintenance trenches executing work orders. That information can narrow a set of possible issues greatly.

Know the Technology

In order to know the technology, one must know the following:

• The Software, from a Functional Perspective: Our support staff knows the software inside and out. Our training center keeps our employees up-to-date on the latest patches, updates and releases.
• The Software, from a Technical Perspective: When the solution to the problem isn’t obvious, do you know where to dig for answers? The technical know-how of the system architecture can point you in the right direction.
• The right tools to get the job done: We use source code control tools and Microsoft Sharepoint for document management.

Know, and Follow, the Process

Our staff consists of ITIL certified experts. We focus on following set processes around Issue Management, Change Management, and Release Management. The key is to introduce controls without the controls getting in the way of the solution – that’s where knowing the customer and knowing the technology comes in handy. We’re able to analyze and assess the risk of change based on that foundation of knowledge.