Services

Telemach Info International and its UK subsidiary, Open Connections provide a wide range of structured services to assist you in introducing our solutions into your organisation. They are designed to enable smooth implementation, faster user acceptance and the right fit of solution to your business objectives that will give you the fastest return on your investment.

The following provides an overview of the support services offered:

The Outline Solution

When you first start working with Telemach Info, we will clearly define your business and application requirements together. Our consultants will work with you to produce an outline solution and budgetary costs. We can also provide assistance in the cost justification process and in arranging contact with reference sites.

Project Management

Our project managers are skilled in understanding the technical and commercial aspects of any project. Their role is to liaise with suppliers and third parties, Telemach Info's personnel and the customer at every stage of the implementation process. They will plan and monitor the operational, procedural and resource requirements for both successful implementation and long-term expansion, using formal project controls and project management techniques. The project manager will also undertake regular project reviews with relevant parties.

Business Analysis, System Architecture & Design

The Business Analyst is responsible for looking into how the proposed system will fit in with a customer's current and/or planned business practices. This includes how they wish to search for, access and index data and the planning of system library structures.

The System Architecture and Design Service addresses all aspects of the structure of your system, including system administration and security planning, backup and disaster recovery routines, documenting the system layout and performance planning.

Development and Integration

As with any client/server solution, all components of the new application require integration with your existing infrastructure. Our technical specialists are skilled and experienced in integration at all levels, from providing additional functionality and improved Graphical User Interfaces to undertaking seamless integration of world-leading software packages.

Customer Services and Upgrades

Telemach Info is committed to helping our customers realise the full benefits of their solution in the shortest timescale with minimum disruption.

Telemach Info installation engineers are fully qualified, and our UK operation, Open Connections is BS EN ISO 9002 accredited for the supply and installation of proprietary computer hardware and software. This demonstrates our commitment to quality in all areas of our business.

Telemach Info has a great deal of experience of upgrading and migrating customer's document management systems. There are two approaches we take depending upon the customer's in-house expertise.

Upgrade Assist provides for a member of Telemach Info's technical team to be on-site in a hot standby capacity to assist customer's staff with an upgrade. Responsibility for the upgrade remains with the Customer.

Upgrade Support provides for Telemach Info to plan and install the upgrade, as well as migrating existing libraries and services if applicable.

Support

Our over-riding aim is to ensure the ongoing success of our systems after implementation, through the provision of technical support packages that are both reliable and flexible to suit each customer's system, infrastructure and needs.

At Open Connections in the UK, we offer three main levels of support for our solutions: Gold, Silver and Standard. In addition a services only contract is available for instances where Open Connections does not provide the product support. With Silver and Gold Support we provide quarterly health checks. This involves four on-site days per annum to health-check the customer's system and to provide a written report making any recommendations as necessary.

Training

Telemach Info offers comprehensive training programmes for system managers, administrators and users of its solutions. The training aims to ensure quick user acceptance and understanding of the inherent benefits of the new system, leading to a faster return on a customer's investment.

The training programmes are structured with a focus on active participation, i.e. learning by doing. Sufficient time is allowed to ensure that each customer's specific needs may be addressed.

Project Management Approach

Formal Project Controls are seen by Telemach Info as vital and integral to the success of any Project we undertake. Any control must add value, be fit for purpose and not delay the successful implementation of a pilot or full system development. To support this, we apply a number of Project Management techniques, from Joint Application Development (JAD) for short time framed projects, to the use of the PRINCE Project Management method for large projects requiring programme management.

Project Approach

Telemach Info takes a formal approach to the development of clients' solutions. This process is initiated as soon as the Sales Executive has assessed a Client's business requirements. During this inaugural phase of the project, the Client's requirements are discussed with an experienced Project Manager and members of the technical team. This ensures that the project management responsibilities of both Telemach Info and the Client are set out at the earliest opportunity and that any specific technical issues or dependencies are clearly understood.

Project Documentation

Throughout the life cycle of the project, the Project will be formally documented. This assists Telemach Info and the Client to maintain project integrity and identify changes to the project at the earliest opportunity. Document deliverables and their content are again agreed at the initiation stage of the project.

Post Project

Once the solution has been successfully delivered to the Client, Telemach Info will invite the Client to make an assessment of the project process. A Post Project Evaluation document will form the baseline for the discussion. This phase of the project is most important for both Telemach Info and the client, as it enables Telemach Info to gauge its performance and initiate changes to improve customer satisfaction.