TIAC Maintenance

Taking care of our customers is important to us. End of a project is a beginning of a product’s life. We are here to help it continue.

Maintenance Service

Level 1 support:

  • Assistance for users (in person and over the phone)
  • Creation of more detailed and specific user guides and help documents Analysis of issues in work of users (bugs or misuse)
  • Analysis of user needs (new requests)
  • Categorization and prioritization of requests
  • Database administration and backup
  • Basic analysis of logs
  • Smaller interventions on the data

Level 2 support:

  • Analysis of requests received from level 1 support to detect requests that can be resolved by the previous support level
  • Assisting to the level 1 support
  • Resolving bugs that fall into category of common issues
  • Separating development of new functionalities from modification of existing ones, based on data gathered by level 1 support
  • Minor modifications of user interface, reports and document templates
  • Implementation of solutions to reported level 2 issues
  • Maintaining data integration with other systems
  • Interventions over data that require typical (anticipated) actions, expansion of existing data structures, introduction of new data structures that don’t disturb to a greater extent the existing ones

Level 3 support:

  • Performs analysis of requests received from level 2 support to detect requests that can be resolved by the previous support level
  • Assisting to the level 2 support, especially with functionalities they did not come across before
  • Finding solutions to problems first time encountered in the project; implementation of solution is not necessarily performed by this level of support (can be transferred to level 2)
  • Design of technical solutions for level 3 issues, based on data gathered by level 2 support; implementation of solution is not necessarily performed by this level of support (can be transferred to level 2)
  • Highly complex and high risk intervention on database that affect key data and complex structures

Client Access

If you are a client whose product is in the maintenance phase, this is where you can submit requests and report issues. You must have an account to access our support system. You will be redirected to its login page where you will be expected to provide your user name and password.

If you do not have an account, or if you have lost your login details, please contact us.