Software Maintenance Contracts at CIIT: An Overview
When the development of the software is completed, we optionally conclude a maintenance contract with our customers, which includes professional, uncomplicated and fast support for the operation of the software.
Scope of services and infrastructure
- Infrastructure: CIIT provides an extensive hardware infrastructure upon request, including virtualized servers, storage infrastructure and network connection. Alternatively, we operate your software in your own hardware infrastructure or in the cloud.
- Protection: Measures against hardware failure, failover processes and backup solutions are defined in detail.
Technical architecture
- Backups & data security: Regular local and cloud backups to protect against data loss.
- Security measures: Use of firewalls, regular updates and patches as well as specific security precautions.
Maintenance services
- Support: CIIT offers 2nd level support, whereby all inquiries about the functionality and operation of the software are reliably processed.
- Analysis and Correction: Includes problem analysis both at the application level and for errors that occur in the operating environment.
Error management and response times
- Categorization of errors: Classification into different priority levels with corresponding response times.
- New Version Shipments: Describes the process and scheduling for shipping new application versions.
Availability and performance
- Availability guarantee: CIIT guarantees a certain availability of the application.
Financial aspects
- Cost structure: Detailed list of costs for various services and their billing.
- Conversion to development resources: Unused maintenance resources can be converted into development resources.
