WELCOME TO DMS SOFTWARE TECHNOLOGIES PRIVATE LIMITED

The following Facilities and Services are provided to customers on DMS Local Support Services with DMS Software Technologies (Pvt) Ltd.

DMS Local Support Services

FACILITIES

    - Installation and configuration of Oracle software
    - Direct access to the Support Hotline
    - 2-hour response time.
    - Designated Primary & Secondary Support Contacts
    - Program Updates
    - Patches and fixes

SERVICES

When a customer contacts our support staff with an issue they are placed on our Problem Escalation Procedure (PEP). PEP provides the process for upgrading calls to different Support levels till problem resolution. PEP consists of:

	TELEPHONE SUPPORT Telephone troubleshooting, advice and assistance on the use of Oracle programs is the first level of support available to a Customer who contacts us with a problem. Contac us: Telephone: (+94)-11-273973-5, (+94)-11-2696648, (+94)-11-2686239 Support Hotline: (+94)-11-2697544-5 E-mail: support@dmsswt.com
	REMOTE TECHNICAL SERVICES SUPPORT This FREE service provides direct access to the Customers database from our Oracle Support Centre via modems, allowing on-line trouble-shooting and problem resolution providing faster service.
	ON-SITE SUPPORT If the first two support levels are ineffective an On-Site visit is arranged to address the issue. This service is free of charge if within Colombo Municipal Council limits. DMSSWT Oracle Technical Support Engineers will be on-site until problem resolution.

ADDITIONAL VALUE ADDED TECHNICAL SUPPORT SERVICES
Additionally DMSSWT offers the following services, on request at extra cost. The value added Technical Support Services are offered to customers with specialized requirements.

	EXTENDED HOURS SUPPORT OPTION For customers requiring support services outside of usual business hours DMSSWT provides the Extended Hours Support Option. Extended Hours Support Customers can contact our engineers on pre-designated telephone numbers during the contracted Extended Support Hours to obtain telephone assistance with Oracle related issues. This service is in addition to normal Technical Support.
	DATABASE TUNING & OPTIMISATION SERVICES Database Tuning & Optimization Services facilitate maximization of throughput for an individual organizational need by monitoring and modifying several components of the Information System.
	DISASTER RECOVERY OPTION (DRO) Greater emphasis is being placed on ensuring the availability of IT systems even after a major disaster. Our DRO includes the following services: - Maintaining of customers database backups at an offsite location - Database Recovery in the event of a disaster - Maintain Library Copies of Oracle Software - Providing advice and implementation assistance of disaster recovery procedures

SUPPORT DEPARTMENT HARDWARE
The following Hardware and Operating Systems are maintained at our offices for Oracle Technical Support Engineers to undertake Testing, Research & Development, Problem Simulation and Training.

SUPPORT CONSULTING SERVICES
No system is 100% error free. With this in mind we offer a range of support consulting services to our customers to enable resolution of unforeseen problems. Due to the nature of the services, they are not contracted for in advance and are offered on a per call basis.

The Support Consultancy Services offered include the following :

    - Database installation / re-installation
    - Tools installation / re-installation
    - Replication Configuration
    - Oracle Option & Cartridge Implementation
    - Database upgrade
    - Environment upgrade
    - Runtime environment upgrade
    - Database recovery
    - Database Tuning & Optimization
    - Disaster Recoveries

PREMIUM SUPPORT OPTION
Premium Support is designed to provide a premium level of support to Oracle customers. Premium Support delivers tailored, flexible support solutions built to meet your specific business requirements. You have the flexibility to purchase services individually or as a bundle, and to combine standard services with specific offerings to provide a full solution. Services can be delivered remotely, at your site through our experienced Oracle Certified Support Engineers.

-	Provide world-class technical support to your end-user customers by supplementing your IT staff with DMS expertise.
-	Reduce system downtime and increase system availability with proactive technical services.
-	Maximize your knowledge and effective use of Oracle technology through joint development of applicable processes, best practices and tailored information networks.

Premium Support can enhance business productivity with an extensive menu of customizable technical support options designed to meet your unique business needs. This will help you to strengthen your competitive position in the e-business market via proactive and highly responsive services designed to increase system reliability and business efficiency.