Maintenance & Services

With SideUp Reply™ you are free to choose your assistance profile.

The remote assistance service covers all supports and corrective activities for any SideUp Reply™ system malfunctions (incidents). The cost of the service is included in the monthly fee and you can adjust it to your real needs.

The remote assistance service provides a basic configuration structured as follows:

• Hours of access to the service, Monday to Friday, 8:00am to 5:00pm excluding public holidays
• Response to the call with no differentiation by priority level
• Guaranteed response within 8 hours

The level of service guaranteed by the basic configuration can be varied monthly by subscribing to optional services that modify the following parameters:

• Hours of access to the remote assistance service
• Differentiated management of notifications (tickets) to the remote assistance service with faster response times guaranteed for more severe calls

Thus the remote assistance service also follows the revolutionary SideUp Reply™ philosophy of only paying for a higher level of support when your business needs it, for example in high season or during annual stock-tacking.

With SideUp Reply™, flexible pricing for your support needs.

The philosophy of SideUp Reply™ is to allow cost adjustment to the real needs of your business maintaining the utmost transparency and simplicity.

This is why we provide a price list with professional services at a ‘daily rate’ or as a package that is easy for you to choose at any point.

These services can be delivered remotely, or directly at your offices when the type of operation is more efficiently performed on site. Several examples of professional services on the price list at a daily rate are given below:

• Support to the configuration of SideUp Reply™ parameters normally taken on by the user responsible for the system
• Verification and data cleansing for problems not attributable to malfunctions of SideUp Reply™
• Combined verification and support operations to resolve problems not attributable to SideUp Reply™
• Unscheduled data extraction from the system or recovery of archived data that are no longer online
• Unscheduled loading of data with a non-standard format onto SideUp Reply™
  
• Training days on the use or configuration of SideUp Reply™

Ask @logistics Reply for the SideUp Reply™ price list to discover the wide range of professional support services available.

With SideUp Reply™ system management is no longer your problem.

SideUp Reply™ is an application distributed in accordance with the Software-as-a-Service model. This innovative distribution model charges the supplier to take on the entire burden of managing the system.

The software is installed at a specialised @logistics Reply data centre and takes care of all system management aspects, for both the SideUp Reply™ application and the basic software (operating system, database, application server).

We take care of all system-type activities required to:

• Guarantee the safety and privacy of your data
• Keep the system available and efficient
• Perform all the necessary basic and application software upgrades.

Any modifications to the hardware hosting SideUp Reply™ are also our responsibility.

You will always have the latest version of SideUp Reply™.

SideUp Reply™ is an application distributed in accordance with the Software-as-a-Service model. The software is installed at a specialised data centre and is distributed according to the ‘one for many’ model, that is, all customers use the same version of the software.

You can alter the configuration of the system and choose any optional functions so that the service always meets your business needs. But all system improvements and evolutions will be available to you in an automatic and transparent manner.

SideUp Reply™ is a service in recurrent evolution both in terms of technology and function, since it gather all development and improvement needs of all its users.

The availability of the system is part of the SLA – Service Level Agreement that commits @logistics Reply to ensure the availability of all the functions, or better all the services, that you have signed up for.

The level of system availability in the basic configuration is guaranteed to a minimum threshold of 99% (SLA) on a monthly basis.

The SideUp Reply™ service is accessible 24 hours a day, but its guaranteed availability refers to the time window signed up for with the remote assistance service. The achievement of the minimum threshold is therefore calculated based solely on the days and hours of access to the remote assistance service that you have signed up for (e.g. Monday to Friday, 8.00am to 5.00pm excluding public holidays for the basic configuration).

You can also adjust this feature of the service each month to suit your needs. You can increase the level of system availability to over 99%, by signing up for the corresponding optional service.