ALP 1C

RusEng

Support and Technical Assistance

ALP Group provides assistance and technical support services developed both by ALP Group and other contractors.

In outline, the information system assistance and technical support cycle is comprised of the following component parts:

Needs involving system operational capacity and consulting support for users come under technical support services. ALP Group’s support service, which includes project managers, system architects, programmers, consultants and methodologists, performs services involving assistance and technical support of information systems.

Needs involving the development of new and the revision of existing system functionalities are normally included in support services.

Services are provided under the terms of the Service Level Agreement (SLA). The ALP Group SLA is actually an addendum to the service provider contract for assistance and technical support. The SLA explicitly contains a detailed list of services, the interface procedure, types and priority levels of issues, deadlines for analysis and reaction to incidents, reporting format, joint liability, the roles of client and contractor service representatives, etc.

For example, the SLA classifies incidents based on severity for the business and determines the reaction priority for the problem involved:

Priority

Problem Priority Designation

Problem Priority Description

01

High Level of Influence on Client’s Business Processes or High Urgency

Errors in documentation, processing or accounting operations or other components of the system

System unavailable for all/most users

Errors paralyzing interaction with related systems

Performance of unscheduled operations during account closing

Providing emergency assistance during account closing

Providing emergency assistance on appearance of errors in operating system

Handling of problems in accordance with the established operational diagram

 

02

Medium Level of Influence on Client’s Business Processes or Medium Urgency

System unavailable for one or several users

Providing assistance not requiring analysis of the client’s system

Handling of problems in accordance with the established operational diagram

 

03

Low Level of Influence on Client’s Business Processes, Low Urgency

Insignificant system function unavailable to one or more users, while primary system functions are available

System problem not influencing users’ work or related systems

Providing assistance requiring system analysis

Handling of problems in accordance with the established operational diagram

 

ALP Group has years of experience in technical support and assistance for accounting systems of multi-office entities and holding companies. In organizing assistance services for companies with a large number of branches, a change committee (CC) is formed. The CC agrees to all substantial modifications. This guarantees that standardization will be maintained in the development of accounting systems.