Support is the key to several activities which are required to ensure a successful implementation and operation of relatively complicated applications like AMICOS.
Implementation
CD will usually work with a customer to set up a phased plan for the implementation. This plan covers training, data load, procedure writing etc. Apart from doing the training we also participate in the actual implementation by assisting on location as supervisors of the process. A special problem is the loading of the large amount of data necessary in AMICOS to control maintenance of aircraft. In some cases - clearly with older aircraft - the data must be collected from manual records, but often CD is able to load data from computer sources such as aircraft manufacturers systems. Automated data loading can save several months of implementation time and has been successful accomplished with ATR, Boeing, Fokker, BAe and Airbus aircraft.
Customizing
It is possible for customers to have the applications customised to specific requirements. These modifications are always integrated in the application as options, so that we keep one standard version.
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Operation
We offer a maintenance subscription covering hot-line support, on-line support via modem and new version updates. We use internet e-mail for various purposes in this connection. Customers reports any errors or proposals for system improvements on a User Report to CD, where they are recorded in a database for immediate or later action. This database is used for writing Update Letters for each program change made, and is linked with a patch-control system. We are thus able to keep the customers informed about the status of the application (a System Status Bulletin listing known problems are issued regularity) and to tell if a reported problem is already known and perhaps corrected. If needed we can connect to customers system via internet or modem and online help him to solve a problem or - in case of a programming error - deliver an updated version of the program. If needed we can connect to the customers system via modem and on-line help him solve a problem or - in case of a programming error - deliver an updated version of the program.
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