Support and maintenance

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TietoEnator Alise provides support and maintenance for 3rd party developed system as well as in-house developed software and Oracle E-Business Suite installations.

Our services are provided according to industry best practice, well-defined co-operation processes and quality measures. Helpdesk, remote and on-site assistance and configuration management is secured by professional and experienced staff.

Telephone support
Consulting, problem reporting and solving for customer representatives.

Internet support
Customer receives username/password to access problem register and information download. All support activities are reported in the issue management system and can be controlled by customer.

On-line assistance
When agreed with customer secure on-line connection could be established allowing TietoEnator specialists to provide remote administration, monitoring, tuning and upgrading.

On-site assistance
Assistance at customer premises according to contractual agreements.

TietoEnator Alise has more than 14 years experience in software support and maintenance business (incl. working as Oracle First Line Support partner) and currently supporting more than 50 customer business systems.

Customer examples

MSC Mediterranean Shipping Company- support and further development for logistics management system (developed by 3rd party)

Lattelecom- support and further development of trouble ticketing and order management systems (developed in-house)

Latvijas Gāze- support and maintenance of Oracle E-Business Suite ERP system (implemented by 3rd party)

Latvenergo- support and maintenance according to SLA agreement for Oracle E-Business Suite ERP and billing system; implementation, customization and support for ITIL compatible incident, problem and configuration management system (based on ready-made solution JIRA)