System & Application Support

Support Services

Omicron offers customized support agreements under its Flexcare program.  Each agreement is tailored to the requirements of the customer and covers a spectrum of activities ranging from first line user support, application troubleshooting through task-oriented work orders and periodic system performance analysis. Support services can be provisioned with agreed SLA or on demand.

Service Classes

Flexcare activities are generally limited in scope and can be perform by a single professional without project management mobilization.

  • First line product support - interacting with users
  • Escalated technical support - interaction with the IT dept.
  • System monitoring activities
  • On demand queries, reports and work orders
  • Planned system management activities
  • Ad-hoc consulting for third party system integration

 

Main Agreement Terms

Duration: 1 year, renewable

Response time: Provisioned: 4 hours /  "On Demand": 1-2 days

Period: Up to 7/24

Basis:  OSIsoft PI System, Third Party Applications sold by Omicron, Custom applications developed for OSIsoft PI System

A Flexcare agreement is not a replacement for the software reliance program (SRP) of OSIsoft.

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