Support & management
Fiwe Application Management Services (AMS) – A simpler and more reliable solution, every day
Fiwe AMS is a service within our Operate & Maintain division. It’s a hybrid premium service that offers consulting as part of SLAs for support, monitoring, and minor development purposes.
AMS acts as a powerful insurance policy for the successful operation of your application solution, without unforeseen disruptions. But in the event something should occur, AMS ensures the fastest possible assistance with troubleshooting. Unlike regular vendor support, AMS covers your entire solution, including modifications and relevant integrations.
AMS strives to decouple the dependencies between individuals that naturally occur in the consulting business and in projects by disseminating information about individual customers over a larger group. This way, we achieve a higher degree of separation of duty.
At Fiwe, it’s AMS that takes ownership of production-critical systems and protects this ownership through rigorous deployment and ITIL-aligned processes.
Services within AMS
Fiwe AMS offers several services. Here are some examples.:
- CORRECTION SERVICE
Bugs and problems arising in the application layer or the integration can be repaired by AMS within agreed SLAs. - ENHANCEMENT SERVICE
Minor enhancements (< 2 days development time) that should be deployed quickly and easily without complete projects can be developed by AMS. - ADVISORY SERVICE
AMS functions as the receiver of all questions about how your solution works or how you perform certain operations. - STAND-BY
Qualified consultants are available on stand-by to provide assistance in case of a critical event. AMS’s regular business hours are weekdays 08.00–17.00. Stand-by is available all year round, 365 days a year, between 17.00–22.00. - MONITORING SERVICE
Monitoring hardware, the OS, and services is sometimes just not good enough. We provide several monitoring services at the application level that you can choose from. We can place the software you need on site or work with your current monitoring tools. We have extensive experience in monitoring these systems and possess the necessary operating procedures and processes so we can respond to alarms and incidents. - SERVICE LEVEL AGREEMENTS
Incidents are managed according to guaranteed response times and business hours. The speed with which AMS responds to incidents is determined by a service level agreement (SLA). You can choose among several different SLA packages.
– Gold
– Silver
– Bronze
For more information about our AMS service and how we can help your organization, please contact: Johan Lund, Director of Operate & Maintain, +46 761 25 22 13, johan.lund@fiwe.se
