Welcome Real-time’s Maintenance Services help to ensure that your XLS solution operates efficiently.

Our Maintenance Centre provides comprehensive software support; our engineers work with your IT team to provide problem diagnosis and resolution, software defect identification, and access to patches.

A comprehensive set of professional processes have been designed to ensure the fastest resolution of an incident:

• Help-desk support by highly qualified engineers,
• Complete incident tracking & life-cycle monitoring (unique ticket number per incident, seven incident statuses from notification to resolution, multi-priority classification, escalation procedure, etc.)
• Use of our web-based incident tracking tool, accessible 24×7 (for around-the-clock online support case submission),
• Multiple support channels (email, telephone, instant messaging and online tool).

Our Maintenance Services propose several levels of support and complementary options to better fit your business needs:

• 9×5—Standard business hours, standard business days. Service is available between 9 a.m. to 6 p.m., Mondays through Fridays, excluding holidays.
• 24×7—Service is available 24 hours per day, Mondays through Sundays, including all customer and public holidays*.

Several additional options can complement your level of Maintenance Services such as:

• Remote access to facilitate and optimise problem resolution,
• Welcome XLS Health-checks to perform regular and complete software-update diagnostics on your system,
• Tailored service-extensions to better fit your specific maintenance needs (e.g. 12×5 for extended business hours)

* 24×7 Maintenance Services will be available starting from October 2009.