Support and Managed Services

Global support options to fit your organizations needs.

Support Overview

TEAM provides a range of support services, across a wide range of systems.  Our organization brings years of technical and business experience in providing application support, we have designed our service delivery to offer the maximum value to our customers. This includes:

  • A personal touch to support delivery
  • Direct access to Support Services via Web, email or phone 
  • Automated escalation management 
  • Engagement of Vendor Partners (when required) 

How TEAM Support Services helps your organization:

Manage Your Risk

By choosing a support service from TEAM, you transfer the risk associated with system support from your organization to us.  Customers look to TEAM to keep their systems operating and up to date.  You can choose a support option that provides certainty over costs and SLAs to fit your organizations needs and requirements. 

Augment Your In-house Skills

While many organizations have their own IT departments, they may not have the right skills or the right level of skills to support a new service.  The size of your organization and your IT skills determines the service TEAM provides to you.

Integrated Systems Management

As systems become increasingly integrated with other systems over time, the support challenge of dealing with a variety of suppliers increases.  TEAM provides a single point of contact for you and can coordinate support efforts across the multiple provider partners and system components.

Cross Organization Collaboration

TEAM Support Services provides a single point of contact for all involved parties and applies a consistent set of processes and procedures regardless of the customer organization. We also maintain a view of the service across all customers facilitating trend management and problem tracking.

Enhanced Support and Managed Services Features

Key features of our Enhanced Support and Managed Services include:

Software Maintenance

  • Receive software patches and updates
  • Access to the TEAM ticketing system for reporting issues with the TEAM or Partner Software
  • Business Hours
  • 24/7 for Severity 1 issues

Ad Hoc Enhanced Support

  • Yearly Contract
    • Access fee
    • Pre-Determined number of hours or service credits.  Capability to purchase additional hours or service credits during the contract period. 
  • Can be used for Support, Application Development/Configuration support
  • Initial Response SLAs
  • Business Hours

Enhanced Application Support

  • Yearly Contract
  • Pre-determined number of hours/service credits per month. Additional hours may be purchased during the contract period
  • Assigned Technical Account Manager
  • Monthly Reporting
  • Weekly, Bi-Weekly or Monthy review calls.
  • Can be used for Support, Application Development/Configuration support 
  • 24/7 for Severity 1 issues
  • 8:00am to 5:00pm Customer local time zone.
  • Automated Escalation Management

Application Managed Services

  • Full turn-key managed services for your application 
  • Hosting (AWS or Azure) or On-Prem
  • Configurable SLA’s
  • Proactive System Monitoring
  • Proactive pre-approved updates including patches.
  • Assigned Technical Account Manager
  • Monthly Reporting
  • Automated Escalation Management
  • Weekly Status Call
  • Quarterly Review

Supported Systems

M-Files

  • M-Files 2018
  • M-Files 2019
  • M-Files Online

ABBYY FlexiCapture and Timeline

  • FlexiCapture
  • FlexiCapture for Invoices
  • Timeline

Oracle WebCenter

  • WebCenter Content, Imaging & Capture
  • WebCenter Forms Recognition
  • Oracle Content and Experience Cloud

TEAM 

  • M-Connect
  • AutoRecords
  • e-signature

Let us help with the right level of Support Services

TEAM Support Services understand that our customers have different levels of support needs and requirements.  Contact us today to discuss which option is right for you.