Rhea NV

Maintenance & Support

Life cycle of an application

In today’s global economy, businesses are finding that traditional IT strategies for growth are no longer sufficient. This growth by acquisitions or faster Go-to-Market campaigns has a big impact on IT strategies and its employees. IT departments are asked to discover innovation, open up new markets, and exploit new technologies to gain sustainable competitive advantage.

However, some companies use their IT department personnel for supporting existing applications and leave them with less time to assist business growth.

Maintaining business as usual within the IT departments is not only costly, it also hampers growth and success, for example:

  • IT departments cannot reduce operating costs because they are bogged down by inefficient processes and spending more than 50% of their time responding to calls and emails from users:
  • Projects tend to get into a never ending story because of the unclear separation of Servicedesk and Project or Development;
  • Calls from users come between the daily tasks of IT personnel thus creating project and development delays;
  • Users sometimes have different working hours then IT personel

At Rhea we have more than 20 years of experience in maintaning, supporting and further developing of those Business applications that create the bottle-neck for companies to expand their growth.

5 Steps

Rhea works around the principle of 5 simple regarding the maintenance and support of your applications. We use the same 5 simple steps in our re-development of legacy applications as well as in our development of new applications (with some minor differences).

Assessment and study: Feasibility and complexity study of the application for maintenance & support purposes
Knowledge building: usability and technical assessment of the application as well as usage of customer today
Documentation: Documentation building about application and usage, depending on actual requirements of customer
Set-up development: the actual code maintenance and adaptation for correct functioning of the application
Service level management: commercial and technical agreements between our customers and ourselves

Our service level agreements

We make tailor-made service level agreements depending on your need after having discussed this in detail with our clients. Here under you can find examples of some of the changes we can implement:

  1. SPOC: Do you require a SPOC, who will become your single point of contact, how will the contact be set-up (phone, e-mail, …), what is the response time per different communication level, ….
  2. Incident registration: who will register the requests, what classification will be used, how will we define the urgency of what problems, ….
  3. Incident management: what is the required response time and solution time per level, what is the priority, …
  4. Incident follow up: What reporting are you expecting from our side (manual and automatic reporting’s are available), what kind of communication do you require, ….

Our easy to use service desk

As we did with our service level agreements, we try to continue enhancing the user experience with our service desk itself. We have broken it down to 4 main tracks that encompass the full flow of what a service desk should deliver.

  1. Ticket Entry: First contact with Single Point of Contact joinable by e-mail, phone or our service desk application to ensure a personalized follow up
  2. Ticket follow-up: throughout the process of resolving the problem we stay in touch with the ticket creator (or requestor depending on service level agreement) and give periodically updates depending on the severity of the problem.
  3. Reporting: different types of reporting manners are possible depending on the service level agreement
  4. Communication: periodical meetings between our customers and ourselves are set-up for continuity of process

Change management

Besides the offering around managing and maintaining your Business application, we offer another service to differentiate further and in so enhance your user experience. This service is centered around changes in the development code of your business applications. Whether you need new functionalities or would like to see things set-up in a different way, our specialized team of developers will be able to help. An assessment is made between Rhea and its customers and a commercial offer is issued.

In some cases new functionalities and other change request will not be possible due to the limitations of the currently used application, but even for that Rhea has a solution. See our chapter about the re-development of Legacy applications!

Our Offer

Why choose Rhea for support & maintenance

Technical competencies: Over 20 years of experience with managing 3rd party applications for national and international clients

Clear services levels: different types of services levels available for different financial compensations. Depending on need and requirements, tailor made service levels are set-up

Social Skills: we have a team of experienced Service desk collaborators with over 100 years of combined experience in a support role.

The right tools: clear and easy to use reporting/ticketing program is given at your disposal besides the more generic communication possibilities (mail or phone)

Efficient process: dedicated developer at your disposal to ensure knowledge base is present and efficiency is enhanced

Reaction speed: depending on service level agreement, but Rhea makes it a point to be best in class as from the starters pack.

Useful Documentation

Rhea: Maintenance & Support

Rhea: Service Maintenance

Rhea: Service Desk Tool

Rhea: 5 Steps To Maintain