Abbasoft Technologies makes every effort to understand the Customers needs. From the first day we visit to long after a successful implementation we are in the discovery phase. Of course discovery never ends but before an implementation occurs, we have learned over our 20 years of installing systems that the more you know up front, the more successful the installation will be. Our sales literature describes many of the standard features included in the software. In addition to the standard features we try to identify as many unique requirements as we can during the initial discovery phase. A list of special requirements is built during visits and product demonstrations. Some of the special needs are already in the standard product but not listed under the features. Sometimes the Customer has requirements not included in the standard package. These are also included in the list of special requirements. This list of special requirements then becomes part of the contract we sign with the Customer. We have found this the most successful way to minimize any surprises during a successful installation.

Once the contracts have been signed, now the real fun begins. In the early years it was a question of getting the new system installed. After many years and hundreds of installations the question is now, how successful will the installation be? We have found that commitment with good communications is key during the installation. ABBASOFT provides two types of Technical Support during the installation. The first is on site Project Management and Training. This Technical Support is billable by the hour and included with the initial proposal. This includes training, managing the installation, establishment of goals and most important, helping the Customer to reengineer their business processes. Commitment plays a key here. When the Project Manager is on site we ask the Customer to be available and optimize the Project Manager’s time. If this is done properly we almost always can prevent overruns in the implementation. Once the software is installed, we provide enough training for the users to begin using some portions of the software. During this time the user begins their monthly Tech Support Contract which covers phone and internet support at a flat fixed monthly rate. We really don’t limit the number of calls, but ask the Customer to meet two simple requests. The first is, Tech Support is for those questions which come up after the user has been trained on a specific area of the software. The second request is that they minimize the number of people calling in for Tech Support. If these two request are followed Tech Support works very successfully for both the Customer and Abbasoft.

After the initial goals have been achieved, the Customer must make a decision whether to continue to optimize the implementation or to run with what was expected in the first set of goals. If the later is selected, then the Customer continues with the Tech Support agreement and gets 8-5 support at the flat fee. Of course, 24 x 7 support is always available but outside the standard 8-5, the time is billed as incurred. The Tech Support agreement covers pretty much all issues that come up but does not include general training. The Technical Support contract is for users who have been trained already and have a question about a specific subject.

If the Customer chooses to proceed to another phase of the implementation then a budget for Project Management is put together for that new phase. This time is managed in the same fashion as it was during the initial installation. Note that some times a Customer may choose to have a Project Manager come by on some regular basis but may not have a detailed Implementation Plan. Either way the time is billed as incurred.

We feel that an implementation is a commitment like marriage. Both the Customer and Abbasoft must work together like a team and be fair and honest with each other. We like the Customer to feel that we are another department down the hall, there when needed. We have a team to support in just a Tech Support mode or to help the Customer push the envelope and continue to improve their installation. Regardless of which mode, we are there to SUPPORT you.