Support

  • Trustworthy
  • Experienced
  • Application
  • Bespoke
support


The HAYNE support team…

supports the following applications:

  • IBM Cognos TM1
  • IBM Cognos Controller
  • IBM Cognos BI
  • IBM Cognos Disclosure Management
  • LucaNet 10 and prior
  • Microsoft Azure

is powered by:

  • Spice Works – for helpdesk ticketing
  • SolarWinds – for performance monitoring
  • Microsoft Azure – for Cloud Services/Hosting

has the following qualifications:

  • Certified in IBM, LucaNet and all HAYNE product offerings
  • Microsoft Tech Specialist-Win Server
  • Microsoft Certified Pro-Win Server
  • Microsoft Certified IT Pro-Win Server
  • Microsoft Solutions Associate-Win Server
  • Microsoft Certified Sols Expert-Cloud
  • Microsoft Certified Prod Specialist-Azure
  • Citrix Certified Administrator-XenApp

ASSIST

Standard support

We are approved service providing partners, so we deliver our application services to the same Service Level Agreement levels as the vendors we partner with.  If your ticket requires development input we escalate the issue directly to the vendor on your behalf. Our customer focused helpdesk are there to help you with problems, questions or concerns you may have with your applications such as; issues with intended functionality, configuration and code production problems or upgrades. So if you are thinking of choosing HAYNE as your project partner or switching your current support from another provider – you can be safe in the knowledge that it will meet your needs and be pain free.

ASSIST +

Enhanced support

Assist+ is WHOLE SOLUTION support, which means that your applications such as; Cognos Controller, TM1, BI, CDM, or LucaNet Consolidation and Reporting PLUS all the complex layers of your solution are supported. You get everything covered in our standard support service, plus much more.  All the layers of your financial process including operating system, IIS, .NET, Java, SQL Server, DB2 or Oracle are included in this cover. No more conflicting support providers, no more ‘passing the buck’.  In this support offering the hours of support can be varied to suit your working hours and your reporting cycles.

Not sure which support you need?  Compare our two offerings below.

Assist Assist +
Dedicated technical support contact
Product/Application support
Investigate code production issues
Dedicated support phone line
Online ticket logging and tracking system
Easy ticket logging via email

Response times:

Critical – System is down or effectively unusable as a result of the problem. Problem causes mission-critical impact on the Customer’s operation with no acceptable workaround (within 4 hours)

Significant Impact – System is up and running, but the problem causes significant impact and has no acceptable workaround. High impact problem where operation is proceeding, but in a significantly impaired fashion (within 6 hours)

Non-Critical – System is up and running and the problem causes only limited or insignificant impact. Important to long-term productivity, but is not causing an immediate work stoppage (within 8 hours)

Response times:
Critical – within 1 hr,  Significant Impact – within 2 hrs , Non-Critical – within 4 hrs
Whole solution support
Free application of fix packs
Technical upgrade consultancy
SolarWinds monitoring *
Technical Assessments *
Out of hours cover *

*options that can be tailored to meet your needs

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