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// 23+ years experience
We providea high-quality long-term support.
Many consulting firms focus their business on software sales and implementations, with little interest in long-term support. Ashlake offers a contrast to this approach.
// complex support
We cover you on every stepof your supply chain journey.
Long-Term Support is a critical element of these partnerships. Organizations do not develop a robust supply-chain overnight. Instead, it requires years of small, iterative enhancements to business processes and system solutions as business requirements and constraints change.
Long-Term Support is a critical element of these partnerships. Organizations do not develop a robust supply-chain overnight. Instead, it requires years of small, iterative enhancements to business processes and system solutions as business requirements and constraints change.
// complex support
Customer care
We provide an ongoing support
Ashlake takes a unique approach to customer care. Not only are our team members engaged throughout a project implementation, we retain consultants for on-going support as needed by our clients. A common need post IT system implementation is to consult with the team which deployed the solution. However, often those resources are unavailable because they have been fully redeployed to new project work.
Financially efficient and operationallysecure support models
At Ashlake, we reserve a percentage of our consultants time for on-going support of our clients. Our support methodology is another element of the Ashlake way. We tailor each support agreement to what makes sense for our clients, with the goal of balancing financially efficient and operationally secure support models. Below is an example of a Service-Level Agreement we have with a current client. For our larger, long-standing client engagements our support analysts maintain a full-time allocation, with on-site presence. For other firms, our consultants are contacted as needed for enhancements or daily support needs.
// Advanced planning & scheduling
Service-Level Agreement example
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Service Level
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SLA Definition
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Max Response Time
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|---|---|---|
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Sev 1 / Priority 1
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Resolution, or acceptable work-around provided within the specified response time.
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4 Hours
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Sev 2 / Priority 2
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Generally not available
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Incorporated into APS models to provide realistic and more accurate schedules
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Sev 3 / Priority 3
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Typically higher level routings – May or may not be able to handle Resource specific rates
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Modelling detail can be configured based on APS objectives
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Sev 4 / Priority 4
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Generally not available
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Changeovers are standard in most APS – either sequence dependent or sequence independent
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// long-term support
We build a long-term partnerships
Our team strives to develop true partnerships and enjoys long-standing relationships of 20 plus years with some of our customers.