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Cyprus (Head Office)
249 Strovolos Avenue
Strovolos 2049, Nicosia, Cyprus
P.O .Box 27832, Engomi 2433, Cyprus

South Africa
Hydro-Comp Enterprises (SA)(Pty)Ltd
No 3 Eglin Road,
Crescent East Block C,
1st Floor,
Sunninghill 2157
Johannesburg
South Africa

Botswana
No 6A, The Courtyard
P/Bag X21, The Village
Gaborone

Egypt
Villa57, Neighboring 4.District9
Al Shorouk City, Cairo, Egypt

Hydro - comp headquarters location

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Support Services – Overview

Hydro-Comp’s Management and Support Services provide a risk-free, cost-effective means of operating the EDAMS Management Systems and fully utilising them in improving the performance of the Organisation.

The Services offered are tailored to suit the Client’s environment. The table above illustrates common concerns and how such concerns are addressed by the different services.

Hydro-Comp Support Services OptionCustomer Problem / Concern
Keeping up to dateInsufficient competency levelContinued implementationLack of peoplePoorly informed managementLow productivityAvailability of expertisePoor commercial dataPoor network data
EDAMS Systems OperationOptional
EDAMS Systems AdministrationBasic
Hardware Administration & SupportOptional
1st Level supportOptional
2nd Level supportOptional
EDAMS Annual Software Maintenance (incl. 3rd level support)Optional
EDAMS Management Assistance ProgramOptional

The services offered are described briefly below and in more detail in separate documents, available on request.

Software & Maintenance Agreements picture

Warranty & Software Maintenance Agreements

Hydro-Comp warrants the software to be free of defects in workmanship for a period of one year (1) from the date of software acceptance. During this period, Hydro-Comp undertakes to remedy any defects and provide software upgrades to the License Holder at no cost.
Hydro-Comp would like to encourage users to enter into the separate Software Maintenance Agreements. This annual maintenance agreement includes, at no extra cost, the provision of product upgrades, the provision of upgrade tools, instructions and documentation and access to the EDAMS call centre and/or web-based support services through the use of a web account.

Systems Administration & Support

Support is carried out at three levels, 1st Level support usually provided by resident or visiting support engineers, 2nd level support usually provided by the system integrator that has a nearby office through visiting personnel and 3rd level support provided directly by the Software manufacturer.

1st Level Support

1st Level support is provided by on-site stationed personnel suitably trained by the system integrator as expert users and system administrators of the system. 1st level support is essential for proper system operation. It can be provided by an external company or through a division of the Client specially set up.

2nd Level Support

2nd level support is provided by visiting personnel, certified (by software supplier) experts in systems implementation, business processes and proper system utilization. The personnel must be supplied by an authorised agent of the software supplier ensuring that they fully trained in all current system developments.

3rd Level Support

3rd level support personnel are software experts and work for the software supplier. They provide support through email, fax and telephone. 3rd level support personnel provide the following services, to 2nd level support personnel.

Systems Administration & Support

Formal support procedures

Support is carried out through formalised procedures guaranteeing quick and effective response.

For more information read: Product Support Services Procedure 1.3

support request cycle flow chart

EDAMS Management Assistance Program

Hydro-Comp’s Management Assistance Program has been specifically formulated to make sure the Organisation employs efficient management practices and support structures in order to ensure proactive and appropriate management decisions that will result in improved business efficiency. The Management Assistance Program includes the following activities:

  • Management guidance, to interpret management reports and formulate appropriate decisions.
  • Regular Service Provision performance assessments through the involvement of industry experts to help analyse the Utility’s performance and to identifying appropriate remedial and proactive activities
  • Regular System audits, identifying problem areas both with regard to usage of the system and business procedures.
  • Regular Commercial data evaluations identifying data quality problems and proposing remedial actions.
  • Assistance in debt recovery, through formulating appropriate policies and procedures and effective usage of the debt management system.
  • Effective management reporting at all levels

management assistance program

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