Software Continuous Service

SLA - Service Level Agreement - is a service level agreement defined with the Customer, using an extension of the software monthly services, where a service and solution term is agreed and committed.  

SLA has the following features:  

• Availability of service- flexible service hours
• Commitment with solution terms.
• Remote access to Customer facilities.
• Replicated environment for fast problem solution.
• Management of all environment, including customizations.
• Customer onsite visit when necessary.
• Distinguished quality of service.
• Structure of Service Level 2.

The types of SLA contracts are:

• SLA Padrão (Standard) – Business hour service.
• SLA Premium – Flexible hour service with 24x7 shift.
• SLA Preventivo (Preemptive) – Short term agreement for spot services.
• SLA SPED – Specific service to the Public System of Digital Entry.

The implementation services are commercialized during the Cession of Software Right and aim to install, adapt, train and identify the specific needs of each customer through a pre-determined project with terms, schedule and responsibilities (closed project) or by hour allocation on demand considering the need of each customer (open project).
 

Support services performed in the Customer’s facilities, on demand, which aim at supplementing the implementation phase, development, specific training or answer to doubts at any moment once TOTVS or its franchised network are requested. 

This service is charged based on the hour value previously agreed with each customer.

Software Factory is responsible for the development of customized solutions for supplementing the functions of TOTVS´s standard ERP systems. The development can be performed through several technologies, in accordance with the product acquired by the Customer. A development standard technology list for TOTVS´ software is presented bellow:
 

• Microsiga Protheus – ADVPL
• Logix – 4GL
• RM - .NET

The Factory also operates with Web solutions and other technologies through partners.

Since 2004, the Factory has started an adaptation process to CMMi (Capability Maturity Model Integrated) standard. In 2005, it had the Level 2, and in November 2006 it had the process recognized in the CMMi standard level 3. From 2008 on, it will start the process for adaptation for the levels 4 and 5 of the CMMi standard.

The software factory goal is to reduce the development cost and increase the quality level in each customization.

Through Corporate Education courses, the Customer has access to all qualification expertise in the management system (ERP) and TOTVS´ technology. The training is provided in three formats to suit the customer’s needs:  Regular, In Company and customized courses.

In the regular courses, professionals from several companies participate in qualifications for ERP system modules. Taking place at TOTVS´ facilities or in a homologated place, this modality follows the pre-defined course calendar and the students have: 1 - Teaching Environment with complete infrastructure, 2 - Didactic material, 3 - Participation Certificate.

The In Company courses follow the standard content and take place in defined dates agreed between Corporate Education and the Customer, aligning both parties expectations. The advantages for this modality are the qualification without dislocation costs and the choice of dates and times for the courses.

In the new qualification modality, Customized Course, created by Corporate Education, the content and model are directed for the specific needs of the Customer, taking into account the business area and the professional profile of the participant.  The advantages are:
 

• Previous analysis of the needs for course preparation
• Preparation of a special course content
• Flexibility in relation to where the course will take place.
• Didactic material in accordance with defined preparation
• Directed Evaluations
• Participation Certificate

TOTVS offers a set up service concerning all the preliminary needs for implementation of it´s software products.  The Installation and configuration processes consider all tasks until the database is available to be used along  with the product.

Procedures

• Operational Systems
  Installation and configuration.
  
  • Linux Red Hat (Enterprise)
  • Linux Suse (Enterprise)
  • Windows 2000
  • Windows 2003

Complementary services – network environment configuration (segmentation, ranges, dmz, etc.), definition of security policies and permissions, users (AD), etc.
 

• Database
  Installation, configuration, tuning, backup/recovery strategies on Windows, Linux, HPUX, AIX and Solaris platforms.
  
  • DB2
  • Informix
  • MSSql Server 
  • Oracle
   

Software Products

• Microsiga
  Product installation and configuration on registered platforms.
  
  • Microsiga: servers, balance, remote.
  • TopConnect: for relational database environments.
  • Ctree Server or ADS Server: for environments with more than 60 users.
  • Accessory Tools: Protheus TOII and Protheus Search.

• Logix
  Logix installation and configuration on registered platforms.

Other Products

TOTVS also offers implementation and configuration of products developed by third parties.

• Firewall
• Exchange 2003
• Exchange 2007
• Backup Tivoli
• Backup CA Arc Server
• Microsoft AD
• Microsoft Cluster
• ISA Server
• Project
• IBM Blade
• Contact the company for further information about other products.