The EBSG Development Level Support Program
"Removing the Catch-22 Associated With Customizing Packaged Software"
EBSG introduced its 'Development Level Support' program way back in 2002 in response to the growing feedback it was getting from its existing customers indicating that, although they wanted to implement custom enhancements to their deployments of our packaged solutions, they didn't really want to do that if it either removed their ability to upgrade to the next release of the packaged without losing those enhancements and/or if it was going to effect the quality of support that we were capable of providing them with in that they would then be on a "non-standard" package code set.
We developed the Development Level Support program to completely eliminate each of those issues and/or constraints.
Under the terms of an EBSG Development Level Support Contract, our clients only pay once for any enhancements that are implemented within their specific deployments of our packaged applications. If those clients choose to upgrade to a subsequent release of the base package that they use then EBSG re-implements those enhancements AT EBSG's COST, within any such new release for the duration of the contract.
In addition, any support call arising from a client covered by development level support is immediately escalated to second line resource who have full access to the EBSG Code Library and understand both the detail and the impact of any customization that has previously been implemented at the client sire rather than such clients being supported by personnel trained only in standard system functionality.
We believe that this is the way that everyone should be doing it. Unfortunately for many - but thankfully for us - not many software vendors actually do.
The EBSG Development Level Support Contract Option is available to any client utilizing any EBSG Smart Software Portfolio Solution, to any client to whom EBSG has extended an Application Adoption contract and to any organization utilizing an IBM-Lotus packaged solution for which it can demonstrate it possesses a "source code license" carrying the authority to access and modify the source code for internal operational use.
For more information on what would be best for your business why not give us a call or send us an email as described in the Contact session of this site. We look forward to hearing from you.
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