Maintain in condition

The latest developments of EGO for an even more robust and optimal operation.

Our team of software quality engineers is constantly working to stabilize and optimize the WMS suite. The robustness of the application and the performance of processing are at the heart of our concerns. We also regularly deploy corrective and preventive patches on customer environments to increase stability, limit the risk of misuse, optimize the speed of processing, etc.

An extranet to assist you in your daily tasks and simplify your life.

Our support team is always on hand to assist our customers and answer your questions. To contact us, you can use both the Hot Line service and our ticket management system, which allows you to ask your questions by specifying the application, the screens and your logistical context. Based on these elements, our team analyzes your needs, qualifies them and calls you back within a contractual period. Finally, the Support team can also direct requests and is responsible for routing your request to the most appropriate skill: consultant, R&D engineer, EGO project manager, etc.

Secure and optimized management of your data.

Within the framework of our SaaS service offer, we propose 4 levels of the hosting solution: daily, weekly, monthly and annual backups. Each level of service allows you to define the granularity of the desired backups as well as the number of backups kept per grid. Depending on the level of backup desired, we also offer restoration tests as well as exports of archived data on request.

In parallel to the backup actions, we propose several levels of data retention allowing to keep on the last days, all the actions produced and allowing to reconstitute a database at a precise time. Within the framework of the service, it is possible to define the level of retention desired: number of days of retention as well as the step of retention (frequency of the archiving logs). In parallel, we propose within the framework of our SaaS offer, several environments allowing to answer the requirements of the project: simple project on only one environment integrating Test and Prod, project with constrained environment imposing an environment of Test distinct from an environment of Prod, even an additional environment dedicated to the Pre Prod.

Telephone access to our technicians based in France in case of major problems.

We provide support and assistance over an extended period of time: every day of the year, except weekends and public holidays, from 8:00 am to 12:30 pm / 1:30 pm to 6:30 pm. This service can be the object of a punctual on-call outside the standard time slot on specific dates but also and be extended via the “Extended Maintenance” service allowing to carry the maintenance in extended hours namely 05h00 – 00h00. Several levels of service are therefore available to our customers and allow us to respond to occasional peaks in activity or to extended cycles such as 2×8 or 3×8. Finally and within the framework of our troubleshooting actions, we intervene directly in the customer environments, and the patching or the addition of corrective measures can often be done “on the fly” without penalizing the operation, and this thanks to the robust architecture of our WMS platform.

24/7 Digora support and intervention by Oracle DBA.

All DBMS servers are regularly monitored and relayed via alerts to our support team. The same goes for all the services and applications of the platform. Our team is therefore able to monitor, control and act very regularly on our infrastructures. The supervision of the infrastructures is carried out in traditional 5/7 schedule. This supervision can be extended in wide hours (7/7 24/24). Our team is thus able to intervene on our infrastructures in extended formula in 24/24 7/7.

An extranet to request an intervention on EGO

The maintenance cycle is divided into 2 categories at SITACI.

– Corrective maintenance, which involves the creation and implementation of a corrective patch following the identification and correction of a bug. This action is carried out by the Corrective Support team and involves analyzing the ticket, developing, testing and delivering the correction in a test environment before deployment in a production environment.

– Preventive maintenance: within the framework of this service, our team of Software Quality Engineers constantly monitors the stabilization and optimization of the WMS suite. The robustness of the application and the performance of processing are at the heart of our concerns. We also regularly deploy preventive patches on customer environments to increase stability, limit the risk of misuse, optimize the speed of processing, etc.

In order to limit any corrective action, our Software Quality team also intervenes before a release is put on the market in order to validate the stability and robustness of new functionalities and new modules. Today, the EGO WMS Suite has a high and recognized level of stability, ensuring a high level of confidence and a reduced need for corrective maintenance tickets.

Assistance in restoring business activity after an incident

As part of our SaaS service offering, we integrate the implementation of a DRP. This DRP is based on our data retention solutions hosted on a highly secure third-party DataCenter and on a redundant infrastructure. As part of the DRP, we offer several levels of security ranging from a return to operation in less than 3 hours to an immediate return to operation by implementing a Load Balancing solution. SITACI is therefore able to offer you a DRP that meets the requirements of your sector and the risks that hours of downtime would impose.

Express repair or replacement of your equipment.

The possibility of adjusting the functioning of EGO to your constraints.

The R&D team has a firm 6-month RoadMap and a portfolio of forecasted actions for the coming year. Our R&D team includes the SITACI customer community in its innovation actions, which can actively participate as contributors to the logistics specifications but also as testers for releases. This very favorable environment allows us to establish high quality pragmatic specifications that meet the concrete requirements of the field.

Once the release is established, the innovations are then tested by our team of software quality engineers, then documented by our team of trainers, before being put on the market and deployed in the SaaS infrastructures of our customers.