Requests and incidents
We agree contact channels, priorities and diagnostic information. Resolution considers the impact on users and connected systems.
Support and ongoing development for your DMS
Go-live is not the end of the project. We help resolve operational requests, prepare upgrades and develop applications as your needs change.
Planned upgrades
We review version changes, custom extensions and interfaces, then check important processes before production deployment.
Development by priority
Requests are assessed by value, effort and impact. Individual changes become a plan that fits your operating capacity.
A clear support scope
Supported components, service hours and responsibilities are agreed in the contract. Your team knows where to turn and what the service covers.
Frequently asked questions
What support response times do you offer?
Response times, service hours, priorities and escalation are defined in the support contract. They reflect the system's importance and responsibilities shared by the customer, ALTAIR and other suppliers.
What should system handover include?
Configuration, interfaces, roles, operating procedures and custom-extension documentation, as well as the application. Agree administrator access, backup, support and upgrade arrangements in the requirements.
What happens when a connected system is unavailable?
The integration should record failure, distinguish temporary issues and support safe retry. Depending on the scenario, use a queue or a controlled error response. Keep track of what has already been processed.
Who can see sensitive documents?
Access is configured by role, group and application. Checks should include previews, exports, service accounts and role changes. Hiding a menu link is not an access control.
How should users prepare for the change?
Training should follow their roles and real tasks. A pilot group, short guides and a clear support contact help. Administrators and records staff need their own training, not just an end-user demonstration.