Flexible Support Options

Creatively tailored to your organization’s support and administration needs, our around-the-clock flexible support is designed to augment or outsource your ECM Support and Administration functions while providing expert solutions.

Why Choose Fairfax Support?

A great number of organizations invest resources into an IBM ECM Solution, creating a mission critical application for their business that becomes challenging to manage. Our premium support is like having a team of virtual IBM FileNet Administrators and Developers to help you maximize your investment.

The Business Challenge	Fairfax's Solution
Total Cost of Ownership Reduction: While training budgets are the first to go, organizations are already staffed with part-time ECM support with little to no experience, being understaffed and overworked these organizations are in dire need of additional ECM support.	Lower Cost of Ownership: After calculating overhead costs to support an ECM Solution a full-time employee costs roughly $100K, most solutions require 1-3 employees to fully support it. We can provide the depth and breadth of knowledge coupled with the experience that is difficult to match internally.
Qualified Resources: In many cases most IBM ECM Solutions consist of multiple application stacks that require a depth and breadth of knowledge to troubleshoot issues effectively. The complexity of supporting these ECM Solutions with knowledgeable personnel becomes even more difficult.	Understanding and Support of the Entire ECM Solution: We assign a Technical Account Manager (TAM) to your organization to fully understand your solution. Our TAM will manage and track all support calls, ensuring issues are resolved regardless of what ECM product or dependent hardware is involved. Fairfax will track and monitor all of these issues.
Complex IBM FileNet Solution: These Solutions tend to have many other infrastructural dependencies, such as large databases, networks, scanners, web application servers, client software, and custom applications which make troubleshooting and supporting it a daunting task.	Remote System Administration: Provides organizations the ability to handle common tasks, such as add/delete document classes, choice lists, fields, creating new object stores and installing hot fixes, service packs and modify performance tuning configurations. RSA can also be an active member in meetings and projects that involve the ECM system.
On-Going Training: Knowing that training budgets are the first to go, when and if training budgets are cut, it is difficult to maintain knowledge and specialized skill for adequate training.	Developer Support: Provides developer support to assist your organization with current custom applications, or assist you in building your application. Developer support can be as simple as asking questions about API’s to assisting in development. Fairfax can also fully design, build, deploy and support an application or integration project.
Third-Level Support Responses: Relying on a vendor’s hardware and software support can be very unreliable. Most vendors lack the understanding of your ECM system or have a narrow scope of their product. May times this can lead to finger pointing and requires customers to be on “the latest patch”, putting major support issues on hold.	Pro-Active Reporting and Monitoring: The key to a healthy ECM Solution is monitoring the system and providing vital information that will stop issues before they happen.
Extending the IBM ECM Solution to Other Departments: While organizations understand the value of an ECM Solution they often don’t have staff enough or expertise enough to deploy this solution to other lines of business. Typically vendor’s who build and deploy these ECM Solutions do it with little to no knowledge transfer to the staff.	Mentoring Services: Allows your organization to ask questions and learn from an experienced ECM team to maximize your investment.

 

Fairfax Support Packages

Select from the support packages below or work with our sales team to tailor one best structured for your organization’s needs.

• Silver Support:
  Optimal for customers transitioning from a legacy IBM Solution (IS or CS) or if you are new to an IBM ECM Solution and need interim support until in-house staff can support the solution.
• Gold Support:
  Silver Support package enhanced with Remote System Administration support for pro-active monitoring. Optimal for customers looking to lower the total cost of ownership for supporting the ECM Solution in-house.
• Platinum Support:
  Gold Support package plus Advanced Administration support, such as back-up, Disaster Recovery verification, Performance Monitoring, and added developer support. Optimal for customers wanting to outsource their ECM Solution and gain developer support to applications which integrate with the IBM ECM Solution.