cloud maintenance & support

Leadership in customer support requires a complete understanding of the customer, the application, and the technologies being used. It is a continuing process to meet new challenges, and improve operational and systems performance. That is why we put as much effort into customer support as we do into software development. Sharing new information, being responsive to change, and working through problems and solutions together is part of our responsibility in providing you with a reliable, comprehensive customer support program.

Customer support and maintenance fees are payable monthly. Services provided under the support and maintenance fees are:

Fraxion Spend Management is cloud-based software-as-a-service (SaaS) which means our service is under constant improvement and upgrade. There’s a new Fraxion version released at least annually, and we provide regular updates for our current version every few weeks with occasional daily ad-hoc updates. Updates are well planned, and deployed on weekends and / or after-hours when they will are the least disruptive.

releases

Fraxion Spend Management is cloud-based softwareas-a-service (SaaS) which means our service is under constant improvement and upgrade. There’s a new Fraxion version released at least annually, and we provide regular updates for our current version every few weeks with occasional daily ad-hoc updates. Updates are well planned, and deployed on weekends and / or after-hours when they will are the least disruptive.

on-premise maintenance & support

Leadership in customer support requires a complete understanding of the customer, the application, and the technologies being used. It is a continuing process to meet neew challenges, and improve operational and systems performance. That is why we put as much effort into customer support as we do into software development. Sharing new information, being responsive to change, and working through problems and solutions together is part of our responsibility in providing you with a reliable, comprehensive customer support program

on-site support (optional)

On-site technical support is available for supported customers. This service will be charged on a per-hour basis, which will be negotiated with you during the formalisation of our maintenance agreement

telephone support

Fraxion’s Telephone and Remote Support service (TeleSupport) provides high-quality support to help you make the best use of your investment in Fraxion’s software.

up-time

Fraxion Spend Management endeavours to maintain a 99.9% service availability target based on twenty four hours per day Monday through Friday

releases

new releases

Our research and development teams are constantly working to improve the capabilities of our software. New releases are signified by a change in the integer part of the version number (e.g. version 4.0 to 5.0), and are shipped to all entitled customers in a general release. These releases contain major feature enhancements including new functions, technology and performance enhancements.

maintenance releases

Maintenance Releases are also known as point releases, RBF’s (Rolling Bug Fixes),
or updates, and are made available at scheduled intervals each year. These types
of release address faults in the software that have been reported by customers or
uncovered through our own investigations. During any particular interval, a number
of changes and enhancements may be incorporated into the software.

support

telephone & remote support

Fraxion’s Telephone and Remote Support service (TeleSupport) provides high-quality support to help you make the best use of your investment in the software.

service level agreements (SLA)

Fraxion offers a variety of Service Level Agreement (SLA) options for customers requiring priority customer support or support specific to their requirements.

on-site support (optional)

On-site technical support is available for supported
customers where required

professional services

Implement best practice spend management and optimisation of your organisational spend behaviour with our team of highly skilled Professional Service managers and consultants. You need a spend control and management solution that will meet the dynamic needs of your business today, tomorrow and in years to come. Count on our certified Professional Services specialists to maximise the productivity and value of your investment throughout your entire business lifecycle

get it right from day one with implementation support

get it right from day one with implementation support

  • Functional and Needs Analysis
  • Installation and Configuration
  • Project Management
  • Custom Training
configure fraxion enterprise to your exact business demands

configure fraxion enterprise to your exact business demands

  • Assessments / Evolving Needs
  • Critical Success Factors Analysis
  • Functional Analysis and Solution Planning
  • Business Process Assessment
  • IT Infrastructure Assessment