Because YOU are unique...

In a global environment where the Supply Chain now plays a key role, maximizing the opportunities provided by your ORTEMS solution is a decisive competitive advantage.  In this context, maintaining a momentum after the implementation project around the Solution is key.

Within ORTEMS Customer Support Services Program, you will receive the essential support and services to reach your goal and further accelerate your return on investment.

ORTEMS offers versatile support services, tailored to your needs, organization and strategy, which guarantee continuous improvement and incremental value generation of your ORTEMS investment.

Depending on your needs, ORTEMS will provide to you a variety of Customer Support Services including:

• Software Maintenance Services aimed at  maintaining ORTEMS Standard Software
• Solution Maintenance Services aimed at supporting, maintaining and evolving ORTEMS configured Solution derived from the implementation Project. These  Solution Maintenance Services include:
• SOLUTION EXPLOITATION ASSISTANCE:  Through SLA governed issue resolution mechanisms, ORTEMS Solution Exploitation Assistance will guaranty the operational continuity of your ORTEMS Production System. 
• SOLUTION MAINTENANCE includes a variety of Services aimed at maintaining the Solution at constant perimeter 
• SOLUTION EVOLUTIONAL MAINTENANCE includes a variety of Services aimed at enabling you to evolve your ORTEMS Solution and grow its Value for your Business through iterative “Quick Wins” strategies
• SOLUTION AUDIT, thanks to ORTEMS Senior Consultants experience, aims at helping your organization to diagnose your ORTEMS Solution and jointly formalize then execute pragmatic Continuous Improvement programs 

 

In these times of tension, where reactiveness to volatile business conditions, your ORTEMS Solution can be a key differentiator in helping you to better serve your Customers, lower your Stocks and maximize the use of your Industrial Environment.

Through our comprehensive set of services, ORTEMS is committed to help you pragmatically grow the benefits of your Supply Chain optimization.

ORTEMS Customer Support Services program, in detail:

• Software Maintenance Services aimed at:

• Receiving all preventive and curative maintenance deliverables on the ORTEMS Standard Software  as defined in the Software Maintenance Agreements
• Receiving all Functional update of the ORTEMS Standard Software as defined in the Software Maintenance  Agreements
• Requesting assistance aimed at Software and relevant documentation malfunction resolution
• Requesting support and explanation on Standard Software usage (“how to”) for trained personnel
• Requesting enhancement requests on the Standard Software

 

• Solution Maintenance Services

 

In addition to traditional Software Maintenance, ORTEMS provides a range of Services on the configured ORTEMS Solution including:     

• SOLUTION EXPLOITATION ASSISTANCE:  Through SLA governed issue resolution, ORTEMS Solution Exploitation Assistance will guaranty operational continuity of your ORTEMS Production System. 
• SOLUTION MAINTENANCE :  On a given Solution Perimeter following Services are provide to our Customers :
  • Functional/Operation Trainings on ORTEMS Software and on Solution
  • Minor Configuration correction or evolution on the Solution (Model / Configuration / Interfaces)
  • Evolution activities due to migration of ORTEMS Software to new release level
  • Re-installation or migrations due to the substitutions or evolution of HW/SW platforms (e.g.: changes due to new version of the H/W, Operative System or Database)
  • Creation of test environments
  • Tuning of the Solution (Technical Optimization)
  • Optimizations of procedures and of the Solution in general
• SOLUTION MAINTENANCE :  On a given Solution Perimeter following Services are provide to our Customers :
  • Functional/Operation Trainings on ORTEMS Software and on Solution
  • Minor Configuration correction or evolution on the Solution (Model / Configuration / Interfaces)
  • Evolution activities due to migration of ORTEMS Software to new release level
• SOLUTION EVOLUTIONAL MAINTENANCE includes the following services :
  • Tuning of the Solution (Technical Optimization)
  • Updates / Extensions to Solution functionalities or procedures
  • Modification / Adaptation of ORTEMS Plant Model (eg: alignment with Shopfloor equipment's / constraints evolution…)
  • Modification / Adaptation of Solution Business Rules (eg: optimization …)
  • Modification / Adaptation of Integrations with internal/external software’s (ERP and other CUSTOMER applications) developed by ORTEMS
• SOLUTION AUDIT include the following Services :
  • Solution Audit (Functional / Technical) made by Expert Consultants with Business & IT representatives as well as End User’s in order to detect / analyze  then formalize recommendations for Solution evolution
  • Business Processes / Best Practices / Organizational  Set-up Audit made by Expert Business Consultant in order to detect / analyze  then formalize recommendations for incremental Solution Business Value generation
  • Organizational / Processes / IT / Master Data readiness Audit prior Planning & Scheduling Solution implementation

 

If you are interested in getting our assistance, please do not hesitate to call or mail our Help Desk who will redirect your request to our dedicated Customer Group.   

 

 

A team whose expertise covers all solutions (ERP, MES integration, etc.) that uses knowledge about our customers' industries and that benefits from close collaboration with other ORTEMS teams.