At IP Devel, we place value on building long term excellent relationships with our clients. We know that the quality and the availability of post acquisition technical support are important criteria in evaluating such a relationship.

The main concerns of our technical support team are as follows:

• to make sure the solution we deliver keeps optimally functioning;
• to add value to our software development services;
• to increase the efficiency of the IT solutions we provide.

On request technical support
IP DEVEL has specialized personnel for technical support. We use the following channels to provide remote support upon request:

• Email – a special support address is be created for support and it is monitored 24 h a day;
• Phone - a contact person is assigned especially for the client company and he/she is available 24h a day;
• Internet VPN – we have the capabilities to offer remote support to our customers through Virtual Private Network connections. IP DEVEL head quarters abide to high security standards so the customer is not exposed at any moment;
• Bug tracking system – IP DEVEL uses GForge for bug tracking;
• After receiving a specific support request, we do our best to correct software non-conformities and/or find acceptable workarounds;
• IP Devel’s qualified team also offers on site support if needed. Our offshore outsourcing experience guaranties the quality of our support service.

Training and documentation
Apart from the on request technical support and bug fixing we provide training and documentation services. Training is an important phase in our software development process as it helps our customers’ employees take full advantage of the solutions we provide. Documentation is an important channel of communicating to the client all the required product information.

The warranty period
During the warranty period (usually 12 months) IP DEVEL will provide at no additional charges technical support consisting of correcting errors in any piece of source code and/or code and system tuning and optimization.
However if the client as rightful owner of the application modifies parts of the software, the warranty will no longer be provided for the implied modules (technical support may still be provided at additional charges).
Technical support provided by IP DEVEL during the warranty period refers to problems encountered during installation, configuration, diagnosis and correction of software non-conformities. The level of service during the warranty period is the same as the post-warranty one.
Technical support during the warranty period does not refer to the development of new functionalities or new versions of the application. However, such solicitations will be noted and subject to a Change Request Procedure.

After the warranty period ends
At the end of the warranty period the application will still be supported at client’s express request, with additional charges and will be subject to a new contract/addendum. Proposed pricing method for post-warranty period is “time and materials”.