As a general practice Performa Group is both able and willing to offer and provide a multi level support for custom solutions, its own internally developed products, and third party products that it is authorised to distribute.

Performa Group provides the following support programs for each of its products and services :

  • Technical Support
  • Training
  • Technical Documentation

Technical Support

Performa Group Support Services delivery Model (SSDM) provides an ITIL compliant mechanism for managing and responding to Incident and Problem management. Performa’s SSDM, three levels of analysis and resolution are addressed.

Level One First point of analysis and resolution.
Generally level one support addresses application configuration issues or that provides user assistance for minor problems.
Level Two First point of escalation.
Level two support addresses issues of a more complex nature, which may require technical investigation or specialist resources.
Level Three Manufacturers intervention.
Level three support addresses complex issues which require detailed technical investigation and/or specialist resources. In some cases resolution may result in the issue of software patches or changes to the application design.


The Support Service Delivery Model (SSDM) shown below depicts the Performa Group commitment to full service support or the facilitation of external support. At the lowest level, Performa Group provides full support for it own products (BIDS_Sightline and BIDS) and for any bespoke development.

The SSDM model shows Level Three support at the top of the model (manufacturers support), Level Two support provided alternatively by either Performa Group or a authorised partner, and Level One support also provided by Performa or an authorised partner.

Training

Performa Group is a recognised and respected provider of training services in a range of organisational management and performance optimisation technologies. With over twenty five year experience in solutions definition and delivery Performa has developed a strong recognition for the quality of its training and education packages.

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