(m)compass

(m)compass provides companies with an alternate channel for dealing with the application support and operational issues they face. The Program enables them to gain access to a wide spectrum of expert knowledge and experience by reserving access to expert resources, supplementing their in-house capabilities, or outsourcing entire functions.

(m)compass goes well beyond the basic support and maintenance program made available by the application vendor. It is a proactive support service for production applications that not only focuses on resolving immediate day to day issues that arise, but sets a course to resolving potential future issues before they become critical.

(m)compass is flexible and customizable in order to meet your specific needs in the following areas:

HORIZON Support

Horizon Support is a day-to-day service which includes Help Desk, Operational Support, Customizations, and Defect Remediation support tailored to each client needs.

A Services Agreement defines the scope of services to be rendered, as well as procedures and service levels.

Prior to commencement of the service, MAK would review the application and associated interfaces in order to determine an “Approved Application Baseline” for maintenance purposes. Subsequent changes to the baseline for cosmetic changes, new enhancements, modifications to interfaces, the introduction of new interfaces, etc… can be incorporated within the service agreement through a change control process.

In addition to HORIZON, MAK also provides the following premium service programs.

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CONSTELLATION Support

During key events such as a change to the operating environment or the introduction of new processing criteria, it is good to know that extra support is available.

CONSTELLATION provides the same level of support available under HORIZON, but it is provided after-hours. Early scheduling is required for this service to ensure that the support is available when you need it.

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LIFEBOAT Support

LIFEBOAT Support is a premium emergency service to assist clients in resolving critical production issues.

LIFEBOAT support covers any critical production issues relating to the Approved Application Baseline defined in the HORIZON Service.

Issues of this type normally happen quickly, with little or no warning, and require immediate resolution. MAK, on a best efforts basis, will provide the client with access to experts in the problem area. Support can be provided on-site or facilitated by remote connection based on severity of the situation.

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LIGHTHOUSE Support

LIGHTHOUSE Support provides insight into the health of the application and the operating environment. Through a series of audits, we highlight areas of the system that require attention as well as potential performance issues.

LIGHTHOUSE is intended to be preemptive by proactively identifying and correcting problems before they become critical production issues.

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