Online Technical Support: -
i. Maintain of OS Level of DSpace Repository System inclusive update security patches which can impact DSpace Repository System compatibility.
ii. Maintain the existing cronjobs configuration.
iii. System restores and recovery for DSpace Repository system and DSpace Repository System related services if system corrupted, include OS, App and DB level.
iv. Provide assistance to client’s support channels (from library and IT personnel) when they cannot resolve a specific issue.
v. Provide clarification to client’s Admin if they require guidance before doing a change into the system.
vi. Apply Fix packs or Hot Fixes to the server and the system of DSpace Repository System if required to solve a particular issue.
vii. Provide assistance support on DSpace Repository system integrate with client’s SMTP email and concurrent access.
viii. Fixing of processes or formulas in cubes which is already advised by us that do not work as expected for certain cases (not due to additional logic or changes).
ix. We will do the system patching after office hour if the patching is under planning.
x. Provide preventive maintenance, such as checking on local database backup copies and system cleaning.
The support hours are Monday to Friday from 8.30 am to 5.30 pm (GMT+8:00).
Normally 12-months contract is engaged.
After the 12-months of contract period have concluded, it shall be followed by an application support agreement tied to a number of prepaid man-days.
