Supporting software across multiple locations, operating systems, and a multitude of other environment variables can be a tricky business. Add to that the extra complexity of connecting to multiple content platforms with a plethora of file types and one can have issues which are seriously difficult to track down and solve. To solve these types of issues as efficiently as possible, a close working relationship between the in-house IT department, the software provider, and those implementing is necessary.

Sadly, this is rare. Large software companies can have a tendency to disappear shortly after the license deal is signed and leave behind a wall of “support” personal that respond to urgent issues with the all too typical responses of, “have you sent us the config files”, “what version are you using”, “is your support up to date”, “have you restarted the system”, … These circles can go on days if not weeks while the system is left standing in urgent need of repair.

The internal IT-department can do all they can to fulfill the questions of the software provider, but without in-depth knowledge of the system can be left without any real proof of what is causing the issue. Without this “smoking gun”, they are left with a wall of support claiming that the issue must be with their environment since the system works fine “everywhere else”.

If there is an implementation company in the middle, they might be able to solve some issues because of their knowledge of the software and the environment. In best case, this just costs the company more to have this “expert” come in and solve these issues. In worst case, cost of specialized support rises and there is one more player in the blame game of shifting responsibility and no solutions coming to light.

30 Digits has another concept. We believe the success of our customers and partners will result in our success. We work with the IT-departments directly and in cooperation with our partners to assure high up times. Also, many parts of our solutions are Open Source providing for testing and transparency beyond what any private development department can provide. There are also no complicated configuration files with hidden and non-documented parameters in our own products like the Information Discovery Suite and our Extractors. There is just a user friendly graphical interface for administration. At the heart of it all though is the simple reality that when we care for our customers and partners, they stay loyal to us and we grow with them.

For more specifics on our support offerings, see the left navigation points or contact us directly at support@30digits.com.