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Through its Customer Care concept, Mazeppa provides its customers with operational and technical support. Mazeppa Customer Care helps to ensure uptime, problem solution and preventive maintenance and upgrading.
Mazeppa Customer Care provides a set of services that can be tailored to suit individual customers’ needs and requests.
A) Basic Agreement
Customers with a Mazeppa Customer Care agreement have priority access to problem-solving and other Mazeppa resources. The basic agreement gives access to Jira, Mazeppa’s electronic issue management system where customers can (subject to an agreement) report errors, requests, tasks or projects and can follow up any ongoing issues with Mazeppa electronically.
B) Operational Assistance (Time & material)
We assist our customers with operating their Infor ERP LN (Baan) solutions and related technical platforms. We also provide focused assistance on proactive operations.
C) Application Management
As part of our Application Management solution, Mazeppa will update customers’ Infor ERP LN (Baan) systems with Infor patches and Infor service packs in line with our customers’ requirements. This can be arranged on a cyclical basis (half-yearly or annually) or on the basis of needs for upgrading due to error situations that demand system upgrades.
D) Assistanse (T&M) Mazeppa can provide customers with assistance in the following areas:
1. Project assistance
Mazeppa can undertake all types of projects, such as new implementations, version migrations, new development areas and adapting external solutions/systems. Typical roles covered include::
a. Project managers
b. Solutions architects
c. Advisory and functional consultants.
d. Technical consultants
2. Solutions assistance
Solutions assistance is based on the use of Mazeppa’s solutions architects, who help to ensure that customers’ work processes are optimally adapted to the Infor ERP LN (Baan) solution.
3. Applications assistance
Applications assistance involves all types of functional changes in all types of modules.
4. Development assistance
Development assistance involves developing all types of changes/modifications/add-on in the system, such as new or changed functionality, new or changed interface or changes in, for example, reports.
a. Functional and technical specifications
b. Development and programming
c. Configuration/installation
d. Testing
e. Documentation
5. Technical assistance We have broad experience in technical operation, setting up database maintenance and technical environments for Infor ERP LN (Baan) and related third-party products.
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