Support & maintenance: maintain stability, security and developments
E-Charlemagne provides functional and technical support, preventive, corrective and adaptive maintenance, updates, regulatory developments, ticket tracking and reversibility of deployed solutions.
A maintenance framework to maintain confidence after going into production
After startup, the service must remain stable, secure, efficient and compliant. We qualify requests, monitor anomalies until closure, document interventions and organize developments within a controlled framework.
Maintenance quality plan
The PQM formalizes roles, request circuits, priority levels, commitments, procedures, monitoring tools, reports, updates, change management and reversibility rules. Customers also have a TMA and support platform to follow their requests.
Access the TMA / support platform →Qualification of requests
Centralization, categorization, priority, criticality, reproduction, allocation and monitoring until closure.
Corrective maintenance
Analysis of anomalies, correction, validation on test environment, controlled delivery and traceability.
Preventative maintenance
Log analysis, component monitoring, degradation risk prevention, updates and reporting.
Adaptive maintenance
Taking into account technical developments, interfaces, security, browsers, bases, customer requirements and regulatory constraints.
Functional developments
Impact study, estimation, arbitration, planning, implementation, acceptance and documentation of development requests.
User support
Support by email, telephone, screen sharing, remote support, diagnostic assistance and referral of requests.
Support management
Dashboards, processing indicators, follow-up points, activity reports, trend analysis and action plans.
Reversibility
Standard exports, knowledge transfer, configuration book, technical documentation and seamless recovery support.
A readable trajectory
Each project is framed to quickly produce useful decisions, actionable deliverables and measurable adoption.
1. Receive
Channel requests, identify the requester, context, impact, criticality and reproduction elements.
2. Qualify
Distinguish incident, anomaly, assistance, evolution, configuration or operating request, then assign the right level of processing.
3. Treat
Analyze, correct, test, document, deliver and validate according to maintenance and safety rules.
4. Pilot
Monitor indicators, deadlines, recurrences, risks, change requests and improvement actions.
What your teams need to clarify
Do you want to make your training IS support more reliable?
We can define the maintenance quality plan, support circuits and commitments adapted to your uses.