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Customer Support Plans
Software Technologies Limited currently supports over 150 large corporations in East Africa alone making it the most recognized provider of Oracle and Oracle support.
Making Life Easier
All business functions add value to your organization, and customer support is no exception. Experienced, well-trained customer support professionals can give an invaluable competitive edge to any business by providing you with timely and effective support in the event of a problem. Furthermore, by proactively carrying out preventive maintenance, the efficiency and effectiveness of your IT infrastructure and the health of your databases is ensured. With STL, you can be prepared for the unexpected.
Our Support Base
The undisputed market leader in East Africa, supporting around 150 installations in East Africa, STL currently support the following products on the following platforms:
Different Support Options
In effort to continually improve our services, STL is now offering the three different support plans:
The Silver and Gold Support Plans have been specifically designed customers who require proactive and committed services every month, and simply cannot afford to go through the sanction process at the time of problem.
Please note that STL Customer Support is limited to STL supported products, and the support period is 12 months (or as agreed in advance). We also take support calls on daily/hourly payment basis on a case-to-case basis. Please contact our Support team for further details.
How Do Our Clients Contact Us?
In the event of ANY problem, our clients can reach us in the following ways:
What Are the Benefits of Support for Our Clients?
As a valued customer, your problems become our problems until they’re solved to your satisfaction. Furthermore, you get:
- Peace of mind – as market leader, you know your systems are in safe hands.
- No surprises
- Business growth
- Improved market image
- Support by highly professional IT consultants
Interested?
You should be - this move could improve the way your company does business forever. For further information, please contact our Support Manager, either by telephone on 7122971/2/3, or by email at support@stl-horizon.com
STL Standard Support - Annual Maintenance and Upgrade Contract (M&U)
The Standard Support (M&U) contract covers the following:
- Programme Updates - STL can order Product Patches, Bug Fixes and Product Upgrades at no extra cost (ex. shipping and media charges).
- Product Alerts
- Telephone Support – Technical advice and problem resolution Support Notes – either by email or on our site Software License Transfer – this covers transfers within an operating system, transfers to a new platform/operating system and the migration path for de-supported products.
The following services will be provided at the prevailing chargeable rates:
- Installation of Oracle upgrades
- Backup & Recovery Procedures Review
- Upgrade plan including smooth migration
- Database Performance Tuning
- Other support service
- Consultancy
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STL Silver Support
In addition to the services covered under Standard Support (M&U), Silver Support includes:
- Installation of Oracle upgrades - twice a year or as agreed at the time of renewal
- Backup & Recovery Procedures Review - twice a year
- Upgrade plan including smooth migration, as and when required
- Database Performance Tuning - twice a year or as and when required
- Any other support service, as agreed at the time of renewal
- Consultancy
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STL Gold Support
As well as all the services covered under Standard Support (M&U) and Silver Support, Gold Support includes:
- Installation of Oracle upgrades
- Backup & Recovery Procedures Review
- Upgrade plan including smooth migration
- Database Performance Tuning - one visit to customer every month
- Any other support service, as agreed at the time of renewal
- Consultancy on topics related to Oracle RDBMS
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