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102
OGL announced
Solarsoft launches
as VMware
additional programme
VIP Enterprise Solarsoft, the supplier of modern enterprise software and IT services to
manufacturers, distributors and wholesale businesses, has launched a new Support
Partner
and Maintenance Programme for all new and existing customers.
The new three tier service deepens Solarsoft’s Support and Maintenance offering to
OGL has announced its recent partnership with
customers who need extended hours, accelerated service responses and guaranteed
global software firm VMware after being appointed
escalation of priority calls.
Enterprise Partner on the VMware VIP programme.
Solarsoft installations are already backed by a Standard Support and Maintenance
IT specialists OGL, based in Stourport-on-Severn,
contract that provides software updates, online support and free access to the customer
UK, met the stringent requirements to attain the new
service Help Desk. The new Extended and Premier Support options are designed to
partnership with Vmware, which allows it to deliver
reinforce support for companies running business critical operations out of standard
business hours.
cutting-edge virtualisation technology.
Additionally, Solarsoft’s new Premier Support programme now guarantees support
Virtualisation essentially lets one computer do
and maintenance 24/7 from a personal, dedicated Solarsoft technical representative for
the job of multiple computers through a virtual
priority call resolution and optional on-site call-out.
environment. This in turn allows companies to
consolidate the number of servers that they run and
The three support and maintenance availability levels are:
streamline their operation. Businesses around the world
are using virtualisation to save money, time and energy • Level 1 – Standard Support: phone and email support 09:00 to 17:30 Monday to Friday,
whilst making more efficient use of hardware resources software maintenance updates, customer web portal, same day call response and
and improving their business continuity processes.
service charter for problem resolution.
To be awarded the VIP Enterprise Partner status,
• Level 2 – Extended Support: phone and email support 07:00 to 19:00 Monday to
OGL met a number of requirements including two
Friday, accelerated response to within a maximum of 4 hours and SLA for guaranteed
VMware Certified Professional (VCP) engineers, who
escalation of priority calls.
both achieved VCP status after three days of intensive
• Level 3 – Premier Support: phone and email support 00:00 to 24:00 Monday to Sunday,
training.
dedicated premier support lines with one hour response, optional on-site call-out,
designated personal contact for priority call resolution and an annual service review
Paul Colwell, chief technical officer at OGL, was
day.
instrumental in driving the company to its new VMware
status, “This is a great achievement by all the team
Steven Hargreaves, product director at Solarsoft, comments, “we have developed the
and is important in cementing OGL’s reputation as a
new support options in response to clear demand from our customers. In the current
forward-thinking company, delivering high levels of
climate, every order counts and no-one want to run the risk of losing business because of
expertise to businesses up and down the UK.”
a system failure. This is precisely where Solarsoft’s support programme can help.”
Infor aims to reduce total cost
of ownership
Infor has announced changes to its global professional services organisation underscoring its commitment to reduce the total cost of
ownership for deploying and managing business software applications.
John Flavin, previously senior vice president for customer satisfaction at Infor, has been appointed as senior vice president of global
professional services, a new position that provides corporate leadership to a worldwide team devoted to software services engagements.
Infor has also created a new managed services group, which standardises existing managed offerings, such as software-as-a-service (SaaS),
into a centre of excellence to drive further cost efficiencies and innovations for customers.
Through the creation of a centre of excellence for Infor Managed Services, the company is focusing existing expertise and offerings to drive
collaboration, innovation and cost savings for customers.
Infor Managed Services includes:
• Application Management Services (AMS) - complete, on-site management of Infor and non-Infor business applications, including system
and database administration and help desk support.
• SaaS - Infor applications offered on demand as an Internet service.
• Hosting - offsite application hosting for licensed software.
• Customisation care - a dedicated team that manages application customisations and third-party integrations.
• Supplemental staffing - onsite IT staffing to support customer projects.
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