Sapiens support services enable our customers to focus on the continued evolution of their systems.
Our support services include:
- Standard maintenance agreement (SMA): core layer –SMA is included in the basic support package. It covers defect fixing of the core product, as well as staying up-to-date with latest core developments, in the form of eligibility for core upgrades. Sapiens’ help desk will analyze customer calls and the SMA teams will address calls relating to core behavior.
- Extended maintenance: customer layer –extended maintenance is a maintenance package tailored for every customer’s specific needs. It is focused on maintenance of the customer layer and can include defect fixing (corrective), system enhancements (change requests) and functional consulting linked to the implementation.
- 24×7 help desk – the 24×7 help desk service provides around-the-clock support for customers in production.
- Onsite support –Sapiens experts join customers onsite and provide various support services that are tailored per customer, and may include: business analysis of new features and processes, set-up and configuration, end user training and knowledge transfer to customer teams that intend to perform maintenance, etc.
Ongoing configuration and administration –Sapiens systems possess many options for set-up and enable short time to market for introducing new products. The ongoing configuration and administration service allows customers who choose not to grow in-house capabilities to outsource configuration and administration of the system to Sapiens experts. This service eliminates the learning curve – who better to configure your Sapiens’ system than a Sapiens expert?