Support Services

VICOR takes pride in our unmatched reputation for developing strong client partnerships. To meet this end, we provide end-to-end support and maintenance for all hardware and software across all product modules, and assume complete responsibility for the successful project management, installation, and ongoing support of our systems. From start to finish, we ensure our products are in full working order and ready for production when our clients are.

Implementation

VICOR adheres to a proven project management approach and works closely with our clients throughout each phase of their RIDS implementation. We conduct rigorous system testing and provide the training your organization needs to successfully operate the new platform. VICOR also provides:

• A sophisticated lab to stage and test new systems and releases
• A focus on scripts and regression tests
• Active collaboration with customer test teams

Ongoing Support Services

VICOR has developed a proven Field Maintenance program to provide end-to-end RIDS support across all aspects of the system including applications, utilities, the operating system, and hardware. We contract with our clients to cover all sites including any lab equipment. For any third party component of the system, VICOR delivers a turn-key system maintenance solution where we manage third-party vendor relationships taking the burden off our clients.

VICOR provides complete 24/7 coverage using centralized customer software support. Our service options include:

• Remote support from VICOR's headquarters
• An on-site VICOR employee to act as your dedicated Customer Engineer
• A shared VICOR employee where a Customer Engineer is allocated across sites within a city
• "Spares Depot" approach

VICOR manages periodic software release processes and works closely with our clients throughout testing and into production.

• Clean product packaging for release purposes
• High quality release and test notes
• Coordinated training and documentation with releases