Services
 :: Education and Training
A key component of a successful project is education. This is generally classroom type education where users are trained on the key features and function of the software. As part of the project planning, AST will develop a most appropriate education program. Education is usually for a class size of 6-8 people on a train-the-trainer concept. It is generally done at client’s site.
:: Business Process Study and Product Walk Through
The normal course is to ensure the users understand in detail the function of each module, how it will be used in the business environment and that AST has a clear understanding of the client’s business requirements. The objective is to understand in a controlled way, which features will have a direct use and those, which will have to be enhanced. Each Application and Company Operation is examined in depth with a Business Analyst who takes a pro-active approach:
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Challenging - where they see fit the methodology of operation/procedure.
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Recommending - alternative use based on years of specific industry experience
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Documenting - the business points of interest and enhancements to the package, for example a report layout
The objective is to optimise the features of the package to your business requirements. Finally, we produce a report based on the study for your Project Manager and users. It is then possible to identify the most necessary modifications to have (if any). Any agreed enhancements then become part of the overall project plan. Some of these customisations have been identified in our initial study and are included in this proposal.
:: Project Management
Project Management is an essential element in every project. The AST Project Manager co-ordinates with the client’s Project Manager the both teams activities. Formal reporting procedures include: -
These are used to monitor the progress in both time and budgetary terms providing the client with a formal opportunity to comment on the status of the project.
:: Implementation Support
The new system will require careful control over day-to-day and period end operations. AST has planned implementation support to take you through the times when you may require guidance or, in some cases, specific help. This is to ensure each user is happy with their involvement and that they get the maximum use of the system.
 :: On Going Support
Our supoort team of highly trained professional helpdesk support consultants located worldwide is sincerely interested in your success.
The first level support is AST where all support issues may be reported via email to or through phone calls and faxes. In addition, users will also have direct access to System21 worldwide support through an Internet site called Answerlink where problems can be logged using authorized Customer User ID and Password. Our support team believes that every logged call/ticket is important and every customer deserves prompt service. If you face serious downtime as a result of your issue, our call router will establish its priority and ensure you receive immediate attention. Help Desk Support is available to remedy any System21 standard product program error, at no extra charge to customers covered by warranty or have elected our annual maintenance coverage. Our support team will do its best to start and continue remedial work on errors, which seriously affect software operations. Where appropriate, work-a-rounds are offered to get you, back on-line as quickly as possible.
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