Software Support

RBC Group is a partner of the world’s leading software developers, such as Oracle, SAP, IBM, QlikTech, Microsoft, and Infor, and has the right to sell licenses, implement, train users, and provide technical support for the following software products: Oracle JD Edwards Enterprise One, IBM Cognos, QlikView, Microsoft Dynamics CRM, HRB Portal, Infor FMS SunSystems.

Today, the RBC Group software support service employs over 10 consultants with many years of experience working with the system. Providing first-line technical support services, the RBC Group technical support center communicates with clients in 5 languages and covers 4 time zones.

We distinguish two categories of software support services:

Standard Product Support (Standard).

• support of the installed system configuration, including hotline and support website consultations, bug fixes, provision of updated sub-versions of the system (updates), and updated versions with new functional features (upgrades).

Extended Product Support (Extend).

A number of additional services are added to the Standard Product Support services, namely:

• a dedicated manager assigned to work with the Customer, who is always ready to provide assistance and help in resolving any issues related to the system, including assisting in resolving issues with the software product Vendor; a dedicated technical consultant well-versed in the Customer’s system configuration, emergency technical failure elimination support, localization support, and annual settings audit;
• development of the information system through the use of new versions of the software product, automation of new requirements through new settings or additional consulting. Such services are provided under additional agreements.

Implementation of New Requirements

During the operation of the system, business needs may change, new tasks and processes emerge, and information technologies improve.

When implementing new company requirements, our consultants provide a full range of additional services. Typically, these include the following tasks:

1. Development of new procedures, algorithms, forms, and reports, and their implementation in the system;
2. Documentation and assistance upon initial use;
3. Development of interfaces with other software products;
4. Installation of new versions and service packs;
5. Training new and existing users on how to work with the system;
6. Training system administrators and configuration specialists;
7. Development of user manuals;

Any other work upon request.