Support and Maintenance Services
Today’s lean IT organizations must keep more solutions running and evolving than ever before but with fewer inhouse people than ever before. GGA Software Services offers support and maintenance services from the first rollout through the application retirement and thereby helps organizations meet the ongoing demands of supporting complex portfolios of bioinformatics and cheminformatics solutions.
GGA assists clients with application roll-outs, providing knowledge transfer to technical staff, training for end users, and verification of deployed solutions. Once the applications are in production, GGA provides nimble operational support – including incident management, system monitoring, system patches and upgrades, application deployment, change management, and performance management – for unregulated and SOX or GxP-relevant systems. GGA provides up to 24x7, SLAbased Level 1 to Level 4 helpdesk and user support.
GGA’s software engineering team provides sustaining engineering services for new and legacy solutions that have been developed by GGA, clients, or third parties. Remote and on-site support is available. Due to low turnover, GGA’s teams retain knowledge of the supported applications and increase productivity of the support operations over time.
GGA’s Support and Maintenance Services
- Solution Implementation
- Operational Support
- Sustaining Engineering and Solution Maintenance
Solution Implementation
- System installation and setup with the client’s environment, remotely or at client locations
- Knowledge transfer to the client’s IT personnel
- User training, including documentation as well as self-guided and instructor-led training
- Verification testing of deployed systems
Operational Support
- Application administration
- Routine system administration and maintenance
- Automated monitoring of production systems and applications
- Change management and deployment of system and solution updates
- Performance and capacity management
- Backup and restore procedures
- Helpdesk support (Levels 1-4 and up to 24x7)
- Incident and problem management
- Support for SOX- and GxP-relevant systems
- Support for ITIL and other IT service frameworks
Sustaining Engineering and Solution Maintenance
- Legacy application maintenance
- Application and data migration to new hardware and software configurations
- Testing and remediation of applications for new environments (e.g. OS upgrades)
- Porting legacy solutions to newer technologies
- Database upgrades and data imports, migrations, and conversions
- Database administration and optimization