Every TRIPS™ Suite implementation is supported by our technical support team, initially under the warranty, and once this has expired, through optional technical support agreements.
Agreements are individual to each client, however, we expect to include response to any requests for:
- fault fixing
- upgrades
- additional functionality
We provide a professional support management service for all our applications based on defined Support Levels and clear escalation processes to promote issues through standard 1st, 2nd and 3rd line levels.
Ongoing technical support is part of our overall customer service. Our customer support and maintenance is undertaken through a variety of channels - the approach selected being the most suitable for, or required, by the customer.
Our approach to technical support is underpinned by web-enabled technology for configuration management, change control, and, according to the arrangements with the customer, secure direct access to the customer's information services or indirectly by transfer of files.
Crown Agents uses Borland® Star Team Enterprise© to receive, record, prioritise, assign, monitor and report upon client problem reports.
Upgrades
TRIPS™ encompasses a number of Oracle standard products, which are periodically upgraded through patches. As part of our Technical Support agreements, we ensure clients receive these patches and any consequent TRIPS™ patches so that the TRIPS™ application remains up to date.
We seek to develop a long term partnership with our clients to ensure TRIPS™ continuously meets your changing needs.