With their Integrated Broker Operating System (iBOS) deployed in 14 offices worldwide, Air Charter Service (ACS) need a support agreement that will ensure maximum system availability. We planned for support early in the project, and provided trained support personnel with detailed knowledge of their system from day 1. ACS have since enjoyed 100% uptime.
After delivering Phase 1 of iBOS to ACS, our client required comprehensive support. As a global leader in private jet charter it is essential that ACS have software that is always up and running. So we provided a support package that covers all ACS’s offices worldwide for 7 days a week.
From early on in the project RDF planned the handover and maintenance and support phases, agreeing a core set of Service Level Agreements covering severity levels and agreed response times. Prior to taking on the support role, RDF ensured that the required infrastructure was in place to support the applications, setting up a VPN for the main office, as well as a web-based remote-access system for the overseas offices, enabling RDF to monitor the application and sub-components, as well as the underlying platform.
RDF provide a team of trained support personnel, all of whom have a detailed knowledge of the system. It is this depth of understanding that allows RDF to respond quickly and to the client’s satisfaction.
There has never been any downtime in the application since it has been in production, and RDF is ACS’s long-term support partner of choice.