Application Support
Kono provides flexible support options for organizations interested in ongoing optimization of their investment in business applications. Our standard plan, the Kono Application Support Program, is designed to provide clients with ongoing support for mission critical business systems. The program, which complements support offerings from your software vendor, provides for proactive system maintenance, supplementary telephone support and priority on-site assistance.
Kono Support Program Plan Components
The support program includes the following components:
System Effectiveness Review
Twice annually, senior level consultants will provide half-day consultations to help ensure effective utilization of your business system. The focus of these consultations will be to understand your future business goals and to assess system changes and enhancements that will increase the benefit provided by your business application. An overview of vendor patches, releases and new modules will be provided, and planning for future onsite maintenance will be performed. These semi-annual half-day consultations will be provided at no charge to clients on the Kono Application Support Plan.
Proactive Onsite Maintenance
To help ensure the reliable operation of your system, the foundation of the Support Plan includes periodic onsite technical assessment, system monitoring, and database maintenance. The Support Plan includes 4 days of consulting time for onsite maintenance and troubleshooting over the 12 months subsequent to initiating the support agreement (1 day per quarter). During this prescheduled onsite consulting, the primary focus will be:
- Application of new system “service packs”
- Environmental review
- Investigation of any system inconsistencies.
Telephone Support
Telephone support is offered to supplement the support provided by your software vendor. Access to telephone support is provided for all Kono Support Plan participants and is available during Pacific Standard Time business hours (9am – 5pm). To leverage our understanding of your environment and maintain continuity, your implementation project manager will be your primary telephone support contact. He or she will be responsible for ensuring resolution of application questions, either personally or through use of alternative Kono skilled resources. An upfront charge in excess of the base support charge is not required for telephone support service, however, support calls will be billed on an actual time incurred basis (15 minute increments) at rates established in the support arrangement.
On Request Onsite Support
Onsite support may be required to resolve complex issues. Kono Support Plan clients will receive the highest scheduling priority when onsite technical assistance is required. Kono does not guarantee response times as part of the Kono Support Plan, however, we will make our best effort to provide timely onsite services to Support Plan clients. On-request onsite support will be billed as incurred at rates established in the support arrangement.
Kono Support Plan Benefits
The Kono Application Support Plan provides significant benefits to organizations who depend on the availability of critical business applications.
Managed Business Risk
Engaging Kono Consulting as an active business partner ensures availability of experienced resources to address system issues that could cause interruption of core business operations.
Efficient Business-Based Service Delivery
Ongoing involvement allows Kono to remain familiar with your business priorities and production application environment. This knowledge positions us to provide more efficient consulting assistance and to provide guidance within the context of your business.
Proactive Account Management
During our normal support activities, the impact of new functionality provided by “service packs”, vendor partnerships and new releases is continually monitored against your business objectives. Ongoing involvement in your business allows Kono to assist with the continual improvement of the effectiveness and integration of your business systems.
Responsiveness
Kono Support Plan clients receive priority scheduling over all other non-plan organizations.
Cost
Kono Support Plan clients are provided support services at reduced rates. In addition, consulting rates are established at the initiation of the support arrangement and will not change over the year.
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