Software Support

RBC Group has a partnership with the world’s leading software developers, such as Oracle, SAP, IBM, QlikTech, Microsoft, Infor and enjoys the rights to sell licenses, training services, maintenance and technical support of the following software products: Oracle JD Edwards Enterprise One, IBM Cognos, QlikView, Microsoft Dynamics CRM, HRB Portal, Infor FMS SunSystems.

At present, RBC Group Technical Support Service Center employs more than 10 highly qualified consultants with years of experience working with the system. In providing front-end support RBC Group technical support center communicates in 5 different languages and covers 4 time zones.

We distinguish 2 categories of software support services:

Product Support (Standard).

• Includes basic support of an installed system configuration, remote consultations and troubleshooting delivered via hot-line support and web-site communication media, product updates and new versions upgrades.

Product Support (Extended).

In addition to Standard Product Support it includes a number of additional services, such as:

• Dedicated account manager assigned to work with the Customer and ready to assist in solving system related issues including assistance in solving the issues with software provider.
• Dedicated Technical Consultant assigned to work with the customer , who is well aware of customer’s system configuration, troubleshooting, localization support and annual audit of system settings;

Implementation of new requirement

During system operation business demands may change, appear new tasks and processes, information technologies are improved.
Our consultants provide a full range of additional services to implement new demands. Typically, it contains (but not limited with) the following works:

1. Development and implementation of new procedures, algorithms, forms and reports;
2. Writing documentation and assistance in working with it (at the first stages of its use);
3. Development of the interfaces with other software products;
4. Installation of new versions and service packs;
5. Training of new and existing system users;
6. Training of system administrators and system setting specialists;
7. Developing the User Manual;

Other works as per request.