Support, SLAs and Managed Service Agreements

We support technologies, systems, products and operations. We support our customer’s entire Operational Technology platform. We directly support operators and we support engineers in planning, design, development and deployment.

What do you mean by support?

Support is sometimes loosely considered to be customer service; however, customer support is a more formal instrument to achieve a particular outcome rather than a general customer relations function of any good business – customer assistance or advice.
The outcome of customer support may be keeping a system available for operational use, or it may mean having engineers available to support problem resolution. Support may be during business hours only or it may be around the clock.

The support function may be deep where Incident Detection, Incident Management and Operational Performance is measured and reported to ensure the operational integrity of a business’s OT (operations). These metrics usually include effective cost management, maintenance according to accepted practice, lifecycle planning and risk mitigation, and change management and configuration management improvement to reach operational excellence.

OT Managed Services

Our Managed Services for OT are an Enterprise Agreement to provide the highest quality and most flexible arrangement for our customers. It encompasses everything we do. For our customers, it means greater certainty for outcomes where Operational Performance is the key metric. The Operational Performance Metrics become the driver rather than an isolated project or single ticket resolution. By contributing to OT strategy, understanding business pressure points, standardising how technology is managed and complementing the customers knowledge workers, we are able to deliver results that only specialists that operate a repeatable system of management can provide. This is a unique service offering for OT.

“Parasyn are always responsive…. technically capable and able to understand my requirements very quickly”

-Murray

Lifelong Total Support?

Our purpose is to change the world with better systems. Providing tailored and enterprise support, ensures we can do this.
The OT environment is complex and demands a disciplined and coordinated approach to ensure “hack” resolutions or incremental configuration (versus holistic design and support) do not compromise a systems availability. These compromises are rarely detected immediately or they would have been solved, so the hidden and significant issues almost always lie deep below the surface. Some of the examples of compromise include updating system artefacts immediately, not applying updates according to standards, not having standards, general communication to stakeholders, staging and off system pre-checks, effective notification, “working with” operators, and so on.

OT systems deserve the same attention as any other business asset. The requirements and strategies can be challenging to ring fence when the components are not commodity items and there are systems within systems which are frequently untouched for years. Just because it’s complex in every facet, doesn’t mean it cannot be regulated to deliver its purpose, but be assured, it cannot be managed as a commodity.

Your success is our success, and so we are committed to lifelong total support

These are all real life stories. These are all Parasyn customers.

When your telecommunication tower falls over during the night and your system is off the air.
When your plant process control system stopped working during the night and you have tried everything but cannot get it restarted.
When you need to update your technology to a new version and need to stage the migration and ensure all the bases are covered before “going live”.
When you are told your system is unsupported and need trusted advice on the best next step

When your main power supply to the building is under water (flooded) and your enterprise system is offline.
When you want to run a project internally but need specific help with multi-vendor integration support you know you cannot get from one vendor.
When your alarms are causing your operators to lose track of the real problems.
When you are stuck and need someone to brainstorm with

“Simplicity is the ultimate in sophistication”
– Leonardo Da Vinci

Despite the complexity associated with operating and managing technologies, being practiced, rehearsed and disciplined in the manner in which systems are managed is the secret to success. We call this Systems Engineering Management Practice. Coupled with a “simplified” customer interface for incident management, relationship management, account management, reporting and guaranteed support takes the risk and worry off the table.

Need Incident Resolution Support for your System?

Our back-end system for receipting incidents, collaborated investigation, prioritisation and planning, ensures that all Priority 1 issues are always on the top of the list, top of mind and being attended to. There are no distractions for our support team when your system is at risk. This provides peace of mind for critical and also not so critical situations. In these situations, we report on high priority resolutions immediately. Less critical issues are also included in our monthly summary report. Accountability and performance reporting is part of any support service we provide. This helps to protect you from unnecessary operational risks including downtime.

Need Product or General Support?

You may be here because you need support for one of our software products or support for a vendor product which we know about. You may be here because you want to know more about our support models. You may have a general enquiry about where to turn to fix something.

Incident Support Models and Incident Support Requests

We offer the simplest of support models ranging from what we call Trouble Free Support up to Premium Level Support Contracts (SLAs) to guarantee that critical infrastructure remains operational.

For more information about Enterprise OT Managed Service Agreements, Incident SLA Contracts, Product Activation, Driver Downloads or a General Support Request, please contact us using the form below.