ESSENTIAL
Access to the support hotline
PicoCore is your direct channel for assistance when you need sparring, want to implement new operational tasks and have system errors investigated and rectified.
All inquiries will always be answered personally by a professionally competent employee.
In critical situations, you will get help as soon as possible to minimize the impact on your operations and bottom line.
As a PicoCore customer, you get access to our Service Portal, where tasks are created, maintained and monitored, so you are always informed about the status of the task. In critical situations, you can contact us by phone at: +45 21 95 20 36.
Guaranteed response time
We guarantee a specific response time to all inquiries.
If it is a critical task with a major impact on your business, then it goes to the very top with us.
This means that you do not have to wait an unnecessarily long time to get help when you need it.
We are committed to providing guaranteed response times because we are dedicated to maintaining a high standard, ensuring you can trust us to deliver quickly and effectively.
When the task is handled by PicoCore, we align estimates and task priorities along the way to ensure transparency, high uptime and continuity.
Access to qualified team
PicoCore consists of a broad team of highly educated and professionally competent employees who have specialized knowledge in the areas of PIM and Web.
To ensure recognizability and security, your tasks are handled by a team that puts a great virtue in supporting your business-critical systems.
In order to provide the right advice, we are committed to continuously upgrading and specialising our employees so that we can deliver the right solution and advice to you.
EXTENDED
Everything from Essential PLUS
Support for critical systems
At PicoCore, we strive not only to know your system - but also your solution. We make a virtue of documenting tasks and solutions on an ongoing basis, so we know your critical systems and thereby can more easily grasp new tasks as well as solve errors and deficiencies when you need it.
We operate based on established processes within incident management, service request fulfillment, change management, and more, drawing on the ITIL framework.
We do this because we know that it works - but we also do it in a way where we take into account how your business is structured and what you need.
Monitoring of critical systems
At PicoCore, we set up the necessary monitoring of your business-critical systems. In practice, this means that we continuously and dynamically create and expand the current monitoring in collaboration with you, so it matches the needs of your solution.
This means for you that:
- You get a partner who has the opportunity to react both reactively and proactively, and who can support you quickly. When critical events occur that can have a negative impact on your mission-critical systems, we are the first people you will be in contact with.
- You avoid unnecessary downtime that can negatively affect your business.
Software Management
PicoCore makes sure to monitor your solution's standard software. If security patches are released, PicoCore makes sure to make a technical evaluation of criticality for your solution. Next, we make a recommendation for you in relation to the response to the current patch.
If you approve, we commit to implementing the patch without undue delay.
In addition to critical security patches, we will continuously communicate possible updates in relation to your solution, so you get the opportunity to keep your system up to date with the latest version. Updates are approved and we will then update to the latest version.
Emergency Response (Holiday Period 8 - 16)
During holiday periods*, you are guaranteed support and personal assistance in the period 08:00-16:00. You can therefore handle your critical incidents and potential challenges when/if these may arise.
There is access to a team with a Backend developer, Frontend developer and PIM consultant.
*The popular summer holiday weeks in July, weekdays between Christmas and New Year, the day after Ascension Day and the three weekdays leading up to Easter.
PREMIUM
Everything from Essential and Extended PLUS
Emergency Support (Public Holidays + Weekends)
Emergency Support Outside Regular Office Hours - during holidays and weekends, which means for you that:
- We are available for critical inquiries - even if these arise outside normal working hours
- You avoid unnecessary downtime on critical systems
- You limit the financial scope of the critical incident
- Valid from 8:00 am to 16:00 pm
There is access to a team with a Backend developer, Frontend developer and PIM consultant.
Increased readiness
By separate agreement, on-call services can be ordered in the evenings and weekends as stand-alone services. It will be relevant in connection with critical deadlines, launches, campaigns and the like.
You are guaranteed a response time of less than an hour to all inquiries.
Reservations can be made during regular office hours and outside office hours, valid for evenings and weekends.
Whole days are settled at DKK 3.500-5.000 per consultant.
Operational meetings and continuous reporting
As an important tool to ensure continuity and alignment of expectations in our collaboration, we initiate:
- Strategic meetings - 1-2 times a year with a focus on roadmap, business development and inspiration. The purpose is also to evaluate the overall collaboration and look 1-3 years ahead in the collaboration. The time spent on planning, preparing and conducting meetings is on the time spent.
- Tactical meetings - evaluation of the performance of the individual services and assess any need for adjustments in the collaboration processes. Typical frequency is 1-3 times per quarter. The time spent on planning, preparing and conducting meetings is on the time spent.
- Operational reporting - weekly/monthly status report is sent to the Customer. Format according to PicoPublish Best Practice and Customer's needs.
*The content is e.g. reporting on the number of inquiries, response time, number of incidents, service requests and changes.
Basic
The basic starting point
Access to support system
It will not be possible to:
- Have access to telephone support
- Have guaranteed response times
- Have access to support in connection with holidays and holidays
- Have a permanent team available
- Have the opportunity for continuous operational meetings and operational reporting
- Have monitoring of their solution
- Have access to security management
- Have access to the supplier's operating services cf. the submitted SLA agreement, including:
- Support hotline
- Incident management
- Service Request fulfillment
- Problem management
- Change Request Fulfillment
- Have the opportunity to request increased preparedness during regular office hours
- Have the opportunity to request increased preparedness outside regular office hours
- Have the opportunity to request emergency preparedness during holidays and holidays
Without a signed SLA agreement, the customer can only order support via email to support@picopublish.com