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Post-implementation user and systems administration support. On-line issue tracking · email · dial-in · telephonic · on-site

Email, dial-in, screen-sharing and phone support, systems and network administration, on-site if required. Bika employs an on-line issue tracker for labs to log, escalate and track the progress of issues

We are starting to favour selling 'buckets' of support hours, say 15 at a time, that labs then use as the need arises, ordering the next bucket as the current nears its ceiling. The fixed monthly contracts we used up to now, did not take higher initial demand into account, which then tapers off to none as inhouse skills grow. Labs don't feel they are losing out on paying for hours that they don't use.

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