Enterprise Support Services

About Us

ESS offers a variety of comprehensive support plans across our entire range of Business Solutions, which includes Business Intelligence, Data Warehousing, SAP, Integration, Enterprise Information Management, Business Process Management and Production Management Solutions. We will incorporate product maintenance and vendor management for bug fixes and problem support with customised Service Level Agreements that offer a wide range of services;

Design, development or deployment assistance across our application suites
Mission critical support during emergencies and major software upgrades
Support for application lifecycle management, including Change Management and Architectural assistance
Health Checks and compliance management
On site Consultancy to investigate and resolve issues or minor Change Requests that require development
Training
Assistance during upgrading from one version to another or migrating to a different platform
Alerts about relevant bug fixes and patches, security risks, optimization, tips and more
Remote support through state of the art technology and support tools ensuring quicker response times to the resolution of problems
Remote solution monitoring to provide early warnings and investigation of system events or performance issues

Bytes ESS also offers extensive services for Oracle databases to further improve application availability – these include:

Pro-active Database Administration
Tuning and Performance Management
Disaster Recovery
Incident Management
Patch Management
Change Management Support
Full 24/7 Monitoring and Optimisation
Monthly Health Checking with reports and scheduled follow up sessions
Scheduled Quarterly Reviews
On-site Consultancy

We have a certified team of support engineers and Consultants who will service these professional maintenance and service plans and Bytes ESS have implemented quality systems, policies, procedures & best practices and measurements. We have a mature Solution Development Lifecycle Management approach and a Project Lifecycle Management approach that is ISO 9001:2008 certified. Additionally, we have implemented an Information Technology Infrastructure Library ("ITIL") Version-3 framework on our E-service desk for all of our Business Solutions. The E-service desk provides our clients with multiple ways to access our Call Centre, including telephone, email and a portal that can be used to track the progress of a call.

Through the combination of services we provide and the manner in which the services will be delivered, it will give you the peace of mind that you have a dedicated partner that understands your systems and environments. As such we can be viewed as a trusted team providing high level coverage to support the total business processing.

application lifecycle MANAGEMENT

Office Hours for the Enterprise Software Services Support Desk are from 8:00 to 17:00, Monday to Friday, excluding public holidays. After hours support is available as per the agreed individual Service Level Agreement.

Telephone: (+27) 800 60 11 75 (toll free) or (+27) 11 205-7718 support@bytes.co.za

Contact Us

Jane Khaled
Divisional Manager: Enterprise Projects and Support Services
Tel: (+27) 11 205-7665
Cell: (+27) 83 461-5966
Fax: (+27) 11 205-7160
Email: jane.khaled@bytes.co.za

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