Ultima ERP maintenance and support

Our approach to software support

Ultima specialists are happy to support and develop both our software products and our client´s infrastructure applications. There are three basic support formats:

support packages

The creator of the unique tool is the only one who can provide the most qualified complete and timeliest level of technical support. All the rest are more costly and time-consuming . Support packages are the safest the very best and the most financially predictable way.

Hourly rates of Ultima specialists

Project manager	€ 90
Analyst consultant	€ 90
Programmer	€ 70
Oracle DB администратор	€ 100
System administrator	€ 60

You can get the following discounts for the support packages: 5% for the package from € 7 000 a month; 10% — from € 15 000 a month.

If the monthly package costs over € 30 000 hourly rates are fixed individually.

The way it works is as following: the client gives a rough estimate of the monthly amount of work. Unlikely all the rest support formats the chosen support package is paid at reduced hourly rates. To meet the deadlines we rate and reserve our capacities conservatively.

Based on our experience all the clients can be conditionally divided into three categories. Below you can see approximate support budgets for each category with total number of users 50-100.

Keep moving forward
new services are worked out,
new instruments are implemented,
business is developing

60	hours programmer
5	hours analyst
10	hours manager
5	hours administrator

Total: € 5 000 / monthly

Periodic changes
business processes change
from time to time,
activities are scarce

20	hours programmer
2	hours analyst
5	hours manager
1	hours administrator

Total: € 2 000 / monthly

We are doing pretty good
any change
is quite
an event for the company

5	hours programmer
1	hours analyst
1	hours manager
1	hours administrator

Total: € 500 / monthly

support on demand

Support on demand is an event-driven type of support. Everything is wickedly transparent: we get a request from our client estimate the budget and timing. Such an approach is justified during the stability period when the business processes are comprehended and optimized, Ultima ERP implementation is accomplished, major changes are carried out and the company earns stable profit.

Other words money conveyer is assembled adjusted and operates.
No significant changes in the business logic are expected in the nearest future.

Say the company is getting ready for the season during the lull.

training course for clients

Do you still want to provide support in-house this notwithstanding? You are the boss.
Ultima isn’t a black box and we will gladly train your programmer and\or administrator. In such case it makes sense starting training at least one of your IT staff at the maintenance stage. Surely it’s up to you.

Should any slip-up occur we, as the saying runs, warned.

Response speed — 1 hour

The speed of response to clients’ requests is one of the key identifiers of the technical support quality level.

We guarantee:

• works on emergencies are started within one hour of the request receiving;
• Ultima specialist starts handling ordinary requests (scheduling works and refining requirements) within one business day of receiving at the latest.

Such a speed is not only comparable to the operating speed of in-house IT Department but is also superior to the most of them for many of IT staff tend to think "if we cope with the problem quickly the boss might think it’ easy and snow us under with work". On the contrary we are directly motivated by the number of the filled requests.

It goes without saying our clients have an opportunity to set tasks and check their status online with help of a very user friendly web-interface. Nothing can be lost. Everything is recorded.