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Technical Support

While pre-emptive checks are vital for preventing system failures or defects,
should maintenance become necessary, a four-stage incident response process
is activated to ensure efficient maintenance support.

Maintenance processes and roles by organisation

Defect repair and maintenance team
  • System operation support
  • User training support
  • Fault handling and history management
  • Request receipt/Processing/Analysis/Implementation
Maintenance manager
  • Establishment of maintenance plans
  • Operation of maintenance organisation
  • Reporting on the results of actions taken following fault resolution
Technical support department
  • Technical support
  • Fault recovery support
  • Technology transfer
  • Performance improvement measures

The content and scope of maintenance

RathonTech minimises service disruptions and facilitates smooth operational management.
The content and scope of maintenance are as follows:

Maintenance details

Category Detailed information Scope of maintenance
Free maintenance
  • Technical support for operational issues and improvement points
  • For a period of 12 months from the final inspection date
  • Support provided as paid maintenance for issues arising from user intent/negligence or force majeure
  • Free support during upgrades within the free maintenance period
  • Defect rectification
  • Fault handling/recovery
  • Operational support
  • Enquiry processing
  • Software upgrades
Paid maintenance
  • Regular inspection
  • Software version upgrade
  • Other details are defined by the terms of the contract
  • Regular system inspections excluding redevelopment
  • System functionality modifications
  • System performance enhancements and new technology implementation
  • Regular upgrades and version management
  • Other details defined by contractual terms

Scope of operational support

Category Detailed information Scope of maintenance
Functional error
  • Functional errors in customised features
  • Support for effective system operation
  • Issues discovered during the warranty period are covered under the complimentary maintenance scope.
  • Functional errors arising from the operating company or operational processes are excluded.
Technical support and consultancy
  • Service enhancements
  • Changes to relevant guidelines and response measures
  • Improvements implemented during maintenance period
  • Technical support related to system changes and expansion
  • Included within the scope of paid maintenance
  • Support method and timing subject to mutual agreement
  • Direct support involving third parties such as operating entities is excluded