ADDITIONAL SERVICES

for easier deployment and more efficient use of Novicom products

In addition to specific products and solutions, such as Novicom ADDNET or the Novicom NETWORK CONSULTING suite of services, we also offer our customers and business partners specific services that can complement our products or facilitate their deployment and use.

These additional services include:

IMPLEMENTATION SERVICES (Novicom NIM)
PRODUCT SUPPORT
OPERATIONAL SUPPORT
CONSULTING AND TRAINING
CUSTOMER SYSTEM MANAGEMENT

IMPLEMENTATION SERVICES

The success of the software is primarily determined by well-managed implementation and subsequent customer care. Novicom is aware of this, and has gradually built its own implementation methodology, which, in addition to generally valid project procedures, also includes successfully tested project procedures.

These can be successfully implemented not only by a team of experienced Novicom application consultants, but also by consultants from its authorized partners.

Implementation services cover the entire project life cycle - from input analysis, through installation of Novicom technologies and software settings, to user training and transition to operation.

All these activities have been summarized in the standard implementation methodology - Novicom NIM (Novicom Implementation Methodology). It includes proven and tested project procedures (best practices) and defines standard project phases, procedures and outputs.

Adherence to the project methodology, in addition to quality control of program work, is one of the foundations of successful sales and deployment of Novicom solutions. An appreciated advantage is that the implementation using the NIM methodology is based in practice on a modern portal solution of pre-configured cloud project management.

Project management of the implementation of the Novicom solution is thus shared between Novicom, the implementing partner and customers.

Thanks to the unification of implementation procedures using Novicom ADDNET best practices, not only maximum efficiency but also quality of project management is achieved.

AFTER-SALES SUPPORT

After successful implementation, another key factor determining long-term customer satisfaction is the provision of after-sales support. That is why Novicom has prepared a standardized set of product and operational support services for its customers.

Product support

Product Support provides customers with a basic level of support, where they have access to new versions of application software as well as system and security updates for the delivered Novicom infrastructure. Customers also have electronic support available in the form of a customer portal and the option to contact Novicom's customer care department by phone.

Operational support

Reliable operation of information technology is critical for many customers. A dysfunctional network environment could fundamentally disrupt their credibility and economy. That is why Novicom has prepared a set of services for customers who use Novicom's technologies, which allow them to ensure the long-term reliable operation of their network infrastructure. Services supporting operational reliability are available, such as the Novicom infrastructure status verification service (Novicom Quality Check), periodic prophylactic care service, enhanced operational support level (SLA) service, or the on-demand prepaid consultation service (Application Service Desk) with guaranteed response time.

CONSULTATION AND TRAINING

For the long-term successful operation of all Novicom solutions, we also offer the possibility of providing follow-up consulting services and training for new users. When preparing training of all levels, Novicom cooperates with renowned experts not only from the field of IT, but also from the field of pedagogy. During the training provided, we prioritize an individual approach and take into account the achieved professional level of individual participants.

Consulting services

They focus primarily on optimizing the operational settings of Novicom applications, both in technical areas and in the areas of optimizing processes and workflows.

Novicom also offers special consultations on request, providing its customers with expert knowledge gained in the areas of Internet and network security, optimizing network operations or advanced monitoring of non-standard applications and technologies.

Standard product training

They are intended primarily for new users from among existing customers. They aim to familiarize users with the functional features of Novicom products and their practical use.

On-demand training

If the customer is interested, Novicom also organizes workshops on pre-agreed topics and training in the field of IT and communications security.

CUSTOMER SYSTEM MANAGEMENT

Novicom also provides its customers with the option of fully ensuring the operation of Novicom applications. In such a case, Novicom is able to ensure remote management of the customer's necessary infrastructure for the operation of Novicom applications and, if necessary, also ensure application administration of Novicom applications.

In cooperation with its partners, Novicom is able to ensure comprehensive takeover of network administration, ideally in connection with the operated SOC (Security Operation Center) security surveillance system. This will allow for the assumption of comprehensive responsibility not only for reliable network operation, but also for comprehensive cyber protection, including a guarantee of 24/7 response, without the customer having to use its own internal capacities for network management and cybersecurity.

The infrastructure and applications managed in this way can be operated at the customer's location, in the data center of the Internet provider or directly in the Novicom data center.

All these services are process-controlled and their availability can be measured on the basis of automatically measured SLA reports.

Are you interested in further information?

Contact us at sales@novicom.cz