Support Services

 

Bigger isn’t always better

support-services
When you call RKO for support services – you’ll know the team – it won’t be another new random person that doesn’t know you, nor your products.

 

We may be smaller but we pack a punch. Our team of dedicated support service representatives specialize in IBM ECM systems and applications – we live & breathe this stuff every day. Take a look at what we have to offer and Contact Us if you have any questions.
 
 
 


  • choose your plan+

  • FileNet Downtime Support
  • Technical Support*
  • Maintenance*
  • Planning & Consulting*
  • Service Level Agreement
  • Reporting
  • Monitoring
  • Support Hours Included

  • standard


  • $1,875

    per month

  • yes*
  • yes
  • yes
  • yes
  • yes
  • yes
  • Weekly
  • 4 hrs/month

  • comprehensive


  • $7,000

    per month

  • yes
    Unlimited
  • yes
  • yes
  • yes
  • yes
  • yes
  • Daily
  • 10 hrs/month

  • custom


  • custom

    per month

  • yes
    Unlimited
  • yes
  • yes
  • yes
  • yes
  • yes
  • Custom
  • Custom

 
* These services will be consumed on an hourly basis from the package’s monthly included support hours allocation. If further hours are needed beyond the available monthly allocation of time, additional hrs may be consumed with consent at the Client’s preferred support rate.
+ Prices are based on the following sample ECM software configuration: Production IBM FileNet CE, PE, WAS (as it strictly relates to FileNet), CSS, WPXT, Forms, ICN, ICC for Files. Prices may vary based on each customers individual ECM software configuration.

 
To maintain or extend your solution you want to work with a team that knows the products, your team and your organization’s unique needs. RKO’s support services can help you maintain higher IT availability and performance while providing you the assurance you need for your ECM solution. Our comprehensive support services will allow you access to resources whenever you need them and derive maximum value from your Content Management Solution.
 

Support Service Option Descriptions

These services are part of many of the support plans above and are available at our regular hourly rates. If you require any additional information, please Contact Us.

FileNet Downtime Support

RKO will provide you with support if your Production IBM FileNet System is down. Our comprehensive and custom packages offer Unlimited FileNet Software production platform downtime support. Terms and conditions apply.

Monitoring

Proactive monitoring of your ECM solution includes a run through of a Procedure/ Checklist of activities personalized for your system to check logs for warnings and errors, check capacity thresholds and for platform availability for the applications agreed upon in the scope of your support package. Monitoring can be scheduled daily or weekly depending on your support needs.

 

Having RKO assist with our support issue resolved an issue in a few hours that would have otherwise taken weeks of back-and-forth with our software vendor.”

Call us to learn more 1.778.383.1850!

 

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