ProManage Maintenance Agreement: Continuity and Performance Assurance for Your MES
Keep Your System Up-to-Date, Reduce Operational Risks to Zero
The ProManage Maintenance Agreement is a comprehensive service framework designed to secure the long-term reliability and performance of your production management system. By combining software updates, proactive maintenance, dedicated support channels, and optional 24/7 emergency response, it ensures ProManage remains up to date, stable, and high-performing—maximizing the operational value derived from your system over time.
What is ProManage Maintenance Agreement?
The ProManage Maintenance Agreement encompasses planned maintenance and support services that guarantee system continuity and optimal software performance. The agreement offers a versatile framework, ranging from continuous software updates and performance optimization to structured support workflows and optional rapid-intervention services.
Staying Up-to-Date and Improvements
The agreement includes scheduled update and enhancement processes to keep your system current, secure, and operating at peak performance.
Publication of R&D Innovations
To keep the system up to date, R&D innovations are released four times a year. These releases include enhanced features and improvements of the software.
Bug Fixes and Update Management
Within the scope of the Maintenance Agreement, update processes related to bug fixes and improvements are managed in a planned manner. Thus, the stable operation of the software is supported.
Software Revision Package
The software revision package is planned according to the scope of the agreement. The content and scope of the revision are determined based on the contract details.
- Database Maintenance and Performance Improvements
Database maintenance and performance improvement activities are performed. This process supports the system’s data processing capacity and overall performance.
- Oracle Database Support
When necessary, Oracle database installation or configuration support is provided. Technical support may be planned especially in scenarios such as server changes.
- Proactive Maintenance and Risk Management
Maintenance Agreement provides proactive maintenance services aimed at managing risks that may affect system continuity.
- Risk Monitoring and Continuity Management
Issues affecting continuity are monitored, and potential risks are evaluated. In this way, uninterrupted system operation is supported.
- System Integrity and Performance Maintenance
System integrity and performance are regularly monitored. Maintenance activities aimed at preserving performance are carried out in a planned manner.
Support Channels and Notification Processes
ProManage Maintenance Agreement offers structured support channels through which users can manage their support requests.
Help Desk and Working Hours
Assistance is provided via the help desk on an 8 hours x 5 days basis. This service includes recording and managing system-related requests.
Web Support Portal
Access to the web support portal is provided. Requests can be created through the portal, and processes can be tracked.
Email and Phone Notifications
The opportunity to create notifications via email and phone is provided. All requests are recorded, tracked, and the relevant information flow is ensured.
Training and Enhancement of Usage
Maintenance Agreement includes training and guidance services that support strengthening system usage.
Participation in Periodic Trainings
Participation in periodic trainings is provided depending on the agreement package. The scope of training and participation details are determined within the contractual framework
Guidance to Strengthen Usage
Recommendations and guidance to improve system usage are provided. The aim is to support the effective and efficient use of the software.
Intervention Services (Optional)
Optional intervention services may be offered within the scope of the ProManage Maintenance Agreement. These services are added to the contract according to the organization’s needs.
SLA-Based 24/7 Emergency Intervention
An SLA-defined 24/7 emergency intervention option may be provided. Within this scope, priority intervention is planned for critical situations.
Intervention in Data Collection and Error Processes
Intervention management may be provided for failures related to data collection and non-data collection error processes. The scope of intervention is defined in the contract.
On-Site Support Planning
On-site support may be planned when needed. This support is organized according to the contract scope and the organization’s requirements.
Strategic Added Value (Optional)
Within the scope of the Maintenance Agreement, work aimed at developing a digital transformation roadmap may optionally be carried out. This work is planned according to the scope and package details and clarified in the contract annexes.
Package Approach
Structured package options are offered according to the organization’s needs. Package contents and durations are clarified in the contract annexes.
Standard Package
The Standard Package includes core maintenance services to ensure ProManage operates up-to-date, stable, and high-performing:
- R&D innovation and update releases
- Database maintenance
- System integrity and performance maintenance
- Free Engineering Day (specific day)
- Participation in periodic trainings (specific person/day)
- Oracle database installation/configuration support when necessary
- Discount advantage on additional proposals
Extended / Renewal Maintenance Agreement
The Extended or Renewal Maintenance Agreement covers more advanced continuity and development needs in addition to the Standard Package:
- SLA-based 24/7 emergency intervention
- Digital transformation roadmap development
- Broader participation in periodic trainings
- Software revision support (according to package scope)
Package contents and durations are clarified in the contract annexes according to the organization’s scope and needs.
Frequently Asked Questions
Maintenance Agreement covers keeping the software up to date, performance and database maintenance, request management through support channels, training services, and optional intervention services. The scope is determined according to the selected package and contractual conditions.
Assistance is provided via the help desk on an 8 hours x 5 days basis. Requests can be created through the web support portal, email, or phone, and are recorded and tracked.
No. SLA-based 24/7 emergency intervention is optional and may be offered within the scope of the Extended / Renewal Maintenance Agreement.
Yes. Database maintenance and performance optimizations are included in our maintenance services. Support for Oracle database installation or configuration can also be provided as needed.
On-site support may be planned when needed. This service is organized according to the contract scope and the organization’s requirements.
The Standard Package includes core maintenance and support services. The Extended / Renewal Maintenance Agreement additionally covers advanced services such as SLA-based 24/7 intervention, digital transformation roadmap development, broader training programs, and software revision support.
Maintenance Agreement supports the system’s up-to-date, stable, and high-performance operation, manages risks, and ensures the sustainability of the operational value obtained from ProManage
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