Agile PLM Maintenance and 
Support Services

Reduce your internal Agile PLM support costs while maintaining or improving system performance and end user satisfaction.

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Agile PLM Maintenance and Support Services

Agile PLM Maintenance and Support Services (M&S) will reduce your internal Agile PLM support costs while maintaining or improving system performance and end user satisfaction.

In addition, our M&S Services will:

  • Ensure that your Agile PLM system is not just “up and running” but is optimized for operation and usability
  • Allow your internal resources to focus on improving your company’s business processes rather than dealing with system issues
  • Reduce costs by using the GoSaaS team of experts who have resolved 5,821 Agile PLM issues to-date!

Agile PLM Application Platform Maintenance & Support Services*

  • Agile PLM Infrastructure support (excluding OS, network etc.)
  • Server & Application configuration support
  • Database maintenance (sizing and running Oracle provided averify scripts)
  • Performance Optimization
  • Deployment of Oracle provided hot fixes.
  • Deployment of Oracle provided averify fixes.
  • Weblogic/OAS support
  • Capacity Planning
  • Server and DB backup & restore
  • LDAP support
  • Email Notifications Troubleshooting
  • Coordination with Oracle SRs

Admin & User Support Services

  • Users and User Group maintenance
  • Roles & Privileges
  • General usage issues in Agile (all modules)
  • Event management
  • Smart Rules & Preferences
  • Auto numbers & lists
  • Criteria
  • Searches, Dashboards, and Reports
  • Notifications
  • Agile Content Service (ACS)
  • Instigation and follow up of customer Oracle SRs
  • Other end user issues in using the application
  • Security setup
 
 
 
 
 
 
 
 
 

Service Levels by Severity*

 

Severity 1:

Response – 1 hour

Start of Issue Resolution – 4 hours

Issue Resolution – 48 hours

 

Severity 2:

Response – 8 hours

Start of Issue Resolution – 24 hours

Issue Resolution – 5 business days

 

Severity 3:

Response – 24 hours

Start of Issue Resolution – 36 hours

Issue Resolution – 10 business days

*Resolution numbers are estimates.