Services

YOUR ECM Services Partner

Experience, Agility and Making the Most of your ECM investment

Here at SynApps we’ve been delivering and managing Enterprise Content Management solutions for more than two decades. Content Management underpins an organisation’s regulatory compliance, employee productivity and working collaboratively with customers and partners – all in a secure environment. Our team has unparalleled experience in implementing content management technologies to maximise return on investment and to smoothly transition your users and content to new/upgraded platforms.

Our experience spans a wide range of business sectors delivering strategic reviews, project implementation and handling our customers’ long-term support needs. We engage in two main ways – either working inside a team providing deep product knowledge and implementation expertise and/or delivering complex enterprise end-to-end projects where the model is to outsource or where there is limited internal resource capacity.

Our strategic technologies are Documentum and Alfresco – both leading award-winning Enterprise Content Management platforms. We have in-depth experience and certified Consultants with these technology stacks. Our solution architects and delivery consultants are the best in their field using these leading ECM platforms to deliver large-scale, ECM solutions.

We are engaged on a range of projects from departmental rollouts to large enterprise deployments. Clients use us bring their legacy environments up to date, for example, where they may not have the technical skills internally or knowledge on what newly updated product platforms can do. Here we review the environment and work alongside the client on their ECM Strategy and propose costed options. Our ECM solution delivery services are across developing ECM strategies and business cases, through to application design, delivery and implementation delivering solutions on to hosted or cloud environments.

We specialise in working in regulated environments (NHS, Pharmaceutical, Finance, Engineering, Public Sector), with delivery specialisms in:

– OOTB Configuration and Customisations
– Systems Integration
– Collaboration Portals
– Document Repository Consolidation
– Patient imaging and Image archiving
– Digital Asset Management
– Document Scanning
– Records Management
– Case Management
– Content Migration
– Federated Search
– Designing for high performance
– Admin and Business User Training
– Product and Customisation Upgrades
– Long-term support

Post implementation, our ECM Managed Services portfolio is extensive and provides customers with a complete solution for all their application support, management and hosting needs.

We can work alongside clients’ existing capabilities or we provide a full outsourced capability using our ECM Managed Services portfolio. Featuring Gold, Silver and Bronze service level offerings, we can tailor the services that best match client needs.

Our teams include fully certified EMC Documentum, EMC Captiva and Alfresco consultants and our project managers are PRINCE2 and Agile SCRUM certified practitioners. We undertake projects on a fixed price or T&M basis and deliver agile or traditional lifecycle projects, allowing the ability to work your preferred way.

about synapps solutions

ECM Solution Delivery Services

We offer a comprehensive range of post-implementation support services too both for the solutions that we implement and for customer legacy applications. These are all provided as a “one-stop-shop” service with full commitment to, and monitoring of, SLAs that are designed to meet the specific operational requirements of each customer.
• 3rd-line remote application and system support
• 1st and 2nd-line on-site application support
• On-site system support
• Fully-managed service; covering procurement and implementation of all solution components (software and hardware) and on-going day-to-day management and support

ECM Managed Services Portfolio

SynApps’ Managed Services portfolio provides customers with a complete solution for all their application support, management and hosting needs.
All managed services accounts are assigned a Service Manager, qualified in ITIL best practice whose responsibilities include regular reviews, reporting, incident management, and change control and service improvement.

The key Managed Services offerings are:

Application Administration

Providing full coverage of all administration aspects of Documentum & Alfresco and their hosted infrastructure, our application administration services are performed in-line with ITIL best practices and adhere to our ISO27001 compliant policies, so our customers know that their IT is safe in our hands.

This includes the following services: –

• Deployment of bug fixes, hotfixes and service packs to the platform as required
• Security Patch Deployment
• Regular Housekeeping activities, including
o Index Rebuilds – Both Lucene & RDBMS
o Log File Rotation
o Audit Archiving
o Disk Monitoring
• Managed Change Control procedures
• Platform Performance and Monitoring

Application Performance Management

Our Application and Performance Management service includes both application and service monitoring. Our service is designed to detect and alert against service availability incidents, environment underperformance and capacity management metrics.

An example of the metrics we monitor and record.

• CPU Load
• Disk Performance
• Network Performance
• Service Availability
• Application Timeouts
• Licence Management

Application Support

We offer a range of application support levels depending on the needs of the customer and designed around agreed Service Level Agreements. From our UK-based support office we offer a blend of 1st, 2nd and 3rd line support, designed to integrate with the customers’ helpdesk and our standard support hours are 9-5, Monday to Friday.

As part of our support service we review regularly raised incidents and ensure that their fundamental cause has been addressed. If the issue relates to user operation, or causes outside of the responsibility of the service team, then appropriate guidance or FAQ information is supplied to the customers 1st line service desk.

We provide a single point of contact for our support team via a single support email address. In the first instance all tickets are raised via the support email address. The ticket is then triaged to determine its priority, severity and potential required area of expertise. Depending on agreed SLAs a response is returned to the customer either via email or if necessary, telephone. On-going communication continues across email, telephone or Webex as required. Throughout this process all communication is recorded against the ticket in our incident management system.

Our support team liaises with the customer via the designated Service Manager to report on on-going and closed incidents, including a report on key performance indicators of the service in-line with the agreed customer service levels.

Application Hosting/Cloud Managed Service

Working hand in hand with key Cloud hosting partners, SynApps has combined its deep experience and expertise of ECM solutions to create secure, scaleable, resilient and performant Cloud Managed Services. Customers can choose from our Platform-as-a-Service (PaaS) or Software-as-a-Service application hosting offerings.

Our Managed Service models are backed up by industry standard SLAs and based upon the ITIL service management framework. All aspects of the service are managed and can be positioned in accordance with customer requirements, taking away traditional concerns such as hardware, platforms and networking allowing the customer to focus on the value their ECM system is bringing to their business.

We have a proven track record serving Managed Cloud Services for both public and private sector organisations. Our focus is to ensure that services delivered are secure and resilient against failure, with data privacy and sensitive information maintained throughout all stages of the service. Our systems are all hosted in UK Sovereign data centres and are subject to UK laws.

Want to discuss your ECM services needs?  Get in touch today