Since 1993, we have partnered with IBM to deliver a high quality of Maximo deployment and support.
Our dedicated IBM Maximo service desk is managed by field-experienced staff that has implemented Maximo across various industries and is equipped to deal with your issues quickly, so that your business is always up and running.
With our global network, Matrikon is able to provide a level of service that is in line with IBM 24x7 Support.
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Our IBM Maximo Support
As certified providers of IBM Maximo support, we can take your support experience to the next level. We offer certified Level 1 & 2 and Premium Support packages.
Level 1 and Level 2 Maximo support provides you with:
- Internal electronic call management system
- Electronic ticketing for support cases
- SLA in line with IBM 24x7 support
- Error message decoding
- General troubleshooting and diagnosis
- Resolutions recommended by IBM, IBM Knowledgebase articles
- Logging of new/unknown issues directly with IBM
- Coordination of the support effort through to resolution
- Detailed problem troubleshooting and diagnosis
- Detailed debugging, tracing, and logging
- Problem replication in a simulated environment
- Guidance with application and service restarts, assistance rebooting servers
- Assistance with deploying or applying solutions and hot-fixes to resolve logged issues and problems
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Matrikon Premium Support for Maximo provides you with:
- Remote login support
- Virtualization of your Maximo environment for troubleshooting, testing, and simulation
- Database management and migration between Maximo environments (production, test, development)
- Support for Matrikon-configured and customized screens, applications, reports, and integration to external applications
- Detailed analysis and troubleshooting of log files
- Installation of fix-packs, patches and hot-fixes to resolve encountered issues
- Implementation of Matrikon-configured fixes to temporarily resolve Maximo issues and reduce downtime until a fix is provided by IBM
- Integrated support for Matrikon add-on software for Maximo
- Basic answers and recommendations for your Maximo environment
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Matrikon proved to be professional in their work, had an excellent Maximo knowledge and
could understand our business needs. We were very pleased with the value we received for
our investment. WEL networks has continued to use Matrikon for ongoing support since that
time. Their personal attention and responsiveness have supported this long term relationship.
-John Versluys, Maintenance Strategy Manager
WEL Networks Ltd