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 Utility.
The effective usage of the EDAMS Management Systems is instrumental in achieving set performance objectives through improving productivity and data quality, supporting business processes and management and assisting the consulting activities needed for rehabilitation. The cost of such services is usually offset by just a fraction of the resulting benefits the Utility will enjoy. That is why Hydro-Comp is even prepared to offer such services on a part or total risk-remuneration basis.
The Services offered are tailored to suit the Utility’s environment. The table above illustrates common concerns of the Utility and how such concerns are addressed by the different services.
The services offered are described briefly below and in more detail in separate documents, available on request.
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
EDAMS Systems Administration & Support is divided into two areas; commercial systems support and technical systems support. Support is carried out at three levels, 1st Level support provided by resident 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 Utility 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:
EDAMS Systems Operation
Key operational personnel are provided if the Utility has a problem with hiring certain key specialised persons. Such personnel usually include a Billing officer, a System administrator, System engineer and Network administrator.
EDAMS Management Assistance Program
Hydro-Comp’s Management Assistance Program has been specifically formulated to make sure the Utility 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:
Effective management reporting at all levels Management guidance, to interpret management reports and formulate appropriate decisions. Regular Utility 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.
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