Third-party support

Important Information Regarding Third-party IT Support Providers

If you are considering using, or have already been using third-party IT service providers that are not trained by DataKinetics® for DataKinetics tableBASE® support, your support experience is potentially at risk.

The standard tableBASE maintenance agreement does not include support of un-trained third party support personnel. Nor does it include over-the-phone training for untrained third-party support personnel. Relying on support personnel without tableBASE knowledge typically results in:

• Longer resolutions of reported problems (including critical service outages)
• Reduced preventative maintenance capability
• More costly system maintenance
• Longer maintenance upgrade cycles

Prepare your Third-party Personnel

Prior to entering a third-party support agreement, it is your responsibility to ensure that your third-party support personnel have gone through a formal tableBASE training program. If you have already entered into a third-party service agreement, it is your responsibility to ascertain the tableBASE training status of the third-party support personnel. If tableBASE training has not been obtained, you must compel them to acquire the training. Failure to do so may result in a lower service level.

DataKinetics Can Help

In order to minimize these risks, DataKinetics offers on-site or secure remote assistance to help you with your tableBASE-related support needs, including:

• On-Site or Webex tableBASE training for tableBASE users and third-party service providers
• Upgrade services for tableBASE and your in-house-developed applications that leverage tableBASE
• Application development and upgrade (Java/C/C++/COBOL/Assembly)
• Legacy application conversion and support

DataKinetics invests substantial resources to provide you with quality support services, and is proud to be able to offer our customers the very best. Our technical support team consists of highly experienced professionals, most of who have been in the business of building and supporting high performance mainframe applications and operating systems for 20 years or more.