Maintenance & Support Services

Maintenance

The Customer signs an End User License Agreement (EULA) directly with the software vendor which will entitle the customer the use of the software and maintenance of the software system.

True cloud EMS’, the customer rent the EMS software by paying a monthly fee. Depending on the nature (configurable or not) of the true public cloud EMS, the EMS is updated with new functionality on a transparent basis under the monthly rental fee and in case of configurable true public cloud EMS software, patches and software updates are available to the customer under the monthly rental fee. Services such as testing of these software updates in a sand box instance and upgrade of the customer’ EMS environment with these software updates is chargeable by QEDO on a time and material basis at the then current professional services rates.

Support

QEDO employs junior and a senior team of EMS consultants. Their skills profile covers all aspects of the EMS system provided by QEDO. These resources are utilised to provide remote support services.

QEDO’s head office is based in Centurion, Pretoria, South Africa with a fully resourced branch based in Bellville, Cape Town. All support services are rendered remotely since web-based technology allows such practice.

QEDO offers all of its customers a Service Level Agreement (SLA) with preferential rates to manage maintenance and support. Support is offered through QEDO’s fully resourced and dedicated Customer Care Desk.