Engineering support
Define how incidents and technical questions are raised, assessed and escalated. Connect support engineers with the documentation, access and site contacts needed to work within the agreed scope.
Lifecycle Services & 24/7 SupportSupport the systems
Support the systems
your operation depends on.
Support your systems throughout their operational life. TEXVIA brings managed services, troubleshooting, upgrades and engineering support together through an agreed service scope. Choose Bronze 9x5, Silver 18x5 or Gold 24x7 coverage, with the supported systems, time zone, response arrangements and escalation routes defined in your SLA.
12 / What TEXVIA delivers
Keep support connected to the life of your systems.
Combine engineering support, maintenance, upgrades and managed services in an arrangement that fits your operating needs. Start with a clear view of the covered systems, responsibilities and service window.
Managed services
Agree the recurring activities, system responsibilities and service reviews TEXVIA will support. Define reporting, access and coordination with your operations, IT and engineering teams.
Maintenance and upgrades
Plan configuration changes, application upgrades and maintenance around system dependencies and operating windows. Coordinate testing, backups and the agreed implementation approach.
Knowledge and continuity
Maintain the technical records, support procedures and handover information used by your teams. Review recurring issues and changes in the installed environment to inform future priorities.
Where it becomes useful
Prepare for support before it is needed.
Establish a support arrangement
Identify the applications and assets in scope, review access and documentation, and agree incident priorities and escalation. Select coverage around the hours your operation needs assistance.
Plan the next system upgrade
Review the installed environment and dependencies, then define the technical work, testing and maintenance window. Prepare the support team for the updated configuration.
Bronze · Silver · GoldChoose the coverage
Choose the coverage
your operation needs.
Three service windows, with the scope shaped around your systems and operational priorities. Coverage describes the hours when the agreed support service is available.
Bronze
9×5
9 hours a day
5 days a week
Nine hours of support coverage per day, five days per week. Agree the daily window, working days, time zone and escalation arrangements in your SLA.
Discuss Bronze supportSilver
18×5
18 hours a day
5 days a week
Eighteen hours of support coverage per day, five days per week. Shape extended coverage around your operating shifts, with the time zone and support responsibilities defined in your SLA.
Discuss Silver supportGold
24×7
24 hours a day
7 days a week
Twenty-four hours of support coverage per day, seven days per week. Agree the supported systems, response arrangements, escalation routes and responsibilities in your SLA.
Discuss Gold supportDefined in your service level agreement
The specific service window, working days, timezone, holiday arrangements, covered systems, response targets and escalation routes are agreed in your SLA. Coverage hours describe availability of the service; they do not specify a response or resolution time.
How we workDefine the scope.
Define the scope.
Connect the delivery.
Agree the requirements, responsibilities and acceptance criteria with the people who will use and maintain the solution.
Review the environment
Confirm the covered systems, versions, access, documentation and operating priorities.
Agree the SLA
Set coverage, responsibilities, incident priorities, response arrangements and escalation routes.
Support and review
Deliver the agreed activities and review recurring issues, changes and improvement priorities.
Connect your scopePart of a wider
Part of a wider
industrial capability.
Connect this service with the disciplines and industry experience your project needs.
Related services
Relevant industries
Your next step
What coverage does your operation need?
Tell us about your systems, working hours and support expectations. We can help define the coverage, responsibilities and SLA that fit your operation.
Discuss a support agreement