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What level of support suits you?

Aptus can help you provide the appropriate level of support for your business users

Each organisation has a unique requirement for support.

The appropriate level of support depends on a number of factors, such as:

  • level of support: user help desk (level 1), application layer (level 2), complete software stack down to operating system (level 3)
  • service levels
  • hours of coverage
  • degree of customisation
  • interfaces to 3rd party service providers and software vendors
  • the scale of the user population

    • In summary, it is about how critical the application is for your business and how complex the infrastructure is. And about delivering a high quality yet cost-effective support service.

    We have experience with supporting large and small user communities; local business hours only for some of our clients or round-the clock global operations for others; we provide our clients with user help desk service or support of their complete software stack; offsite telephone support or consultants on site, or a combination, as required. These are some examples of support services that we are currently providing to our clients:

  • Business hours only, level 3 telephone support of a stable, non-customised implementation with a small user community.
  • Extended business hours, level 3 telephone support of a business-critical customised application with a large user community. Includes call-off days for on-site maintenance tasks.
  • 24 x 7 global user help desk (large user community) and levels 1, 2 and 3 support of business-critical customised application as well as the Documentum software stack, database and servers. Monitoring of the underlying infrastructure and problem solving in collaboration with 3rd party service providers.

    • What level of support suits you?

    We can help you in your decision.

    Aptus offers a brief support audit as a separate service providing you with a support "health check" with recommendations on the level of support most appropriate to your needs. The support audit is performed over two days by an experienced Documentum consultant and involves no further obligation on your part. The conclusions from the support audit will be used to design the support service if you decide to partner with Aptus for Documentum support.

    Contact us or ring on: 020 7960 4800 to discuss your support requirements in more detail or to take us up on the offer of a support health check.