Support

To assist in the support Microsoft Project Server solutions, EPM Partners offers annual support agreements to provide its clients with access to specialist business and technical skills.

To facilitate this service, the customer pre-purchases blocks of support hours. These hours may be used by the customer to access reactive support and system maintenance.  Days may also be used for training, configurations modification/enhancement, and reporting work.

EPM Partners creates a dedicated web site for each of its support customers, where authorised customer personnel access an online forum to log, track and close issues, schedule on-site visits, track consumption of support hours, and store related documents and artefacts.

The following describes the services that might be undertaken under this arrangement:

• Reactive support & system maintenance
• Ad-hoc administration, support, enhancements, tuning and configuration changes for the Microsoft Project Server solution, based on customer's requests
• Structured and/or ad-hoc training as required, based on customer's requests
• Best practice guidance based upon EPM Partners' experience in successfully implementing Microsoft Project Server solutions, based on customer's requests
• Proactive maintenance including (if required):
  • Checking Windows event log on servers for any Microsoft Project Server-specific errors
  • Checking Microsoft SQL Server error logs
  • Performing maintenance on Microsoft Project Server databases
  • Applying patches, service packs and upgrades - as necessary