Four Ways to Easily Upgrade Symmetry using Professional Services

By AMAG Technology, Director of Professional Services, Cyrus Nelson

Cyrus Nelson is the Director of Professional Services for AMAG Technology.

Cyrus Nelson is the Director of Professional Services for AMAG Technology.

Like many software packages, features and bug fixes are always being addressed by Symmetry versions. With each new release, features that customers have requested become available such as Operating System support, or enhanced access rights assignments.  When this occurs, the customers usually need to upgrade to take advantage of these new features.  Additionally, as newer versions of Symmetry are released, older versions of software become end of life, and bug fix patches are no longer made.  For these reasons, it is important to keep installed Symmetry software up to date.

There are multiple upgrade paths to take depending on customer needs, downtime requirements and budget restraints.

Customer Managed Upgrade

With an active Site Support Agreement (SSA), every customer is eligible to receive a copy of the latest software and a license on request. Once this software is received, it may be installed by the dealer or customer as required, and the database may be upgraded. Technical Support is available during normal business hours for issues encountered during upgrades. After hours support for scheduled upgrades is not included in the standard SSA package.

Technical Support Assisted Remote Upgrade

As with the customer managed upgrade, an active SSA ensures the customer will receive a copy of the latest software and a license on request. The software may be installed by the dealer or customer, and the database may be sent to Technical Support to be upgraded. With advanced notice, this database upgrade may be scheduled with Technical Support during normal business hours. The database must be sent into Technical Support for the upgrade, and the customer may experience longer downtimes during transmission and while the database is upgraded. Working with technical support, the length of this downtime may be estimated. After the database has been returned, Technical Support is available during normal business hours for issues encountered during upgrades. After hours support for scheduled upgrades is not included in the standard SSA package.

Professional Services Scheduled Remote Upgrade

Again each customer can receive a copy of the latest software and a license with an active SSA. Professional Services may also be contracted to test and perform the database upgrade remotely.  A backup of the database will be requested in the weeks leading up to the scheduled upgrade, and it will be tested for any issues that may be encountered during the upgrade. A complete project plan to include issues encountered, estimated timelines and licenses required will be provided to the dealer.

At a pre-scheduled date and time, the assigned Professional Services Engineer (PSE) will remote into the customers system and perform, or assist with the database and software upgrade. The PSE will assist with resolving technical issues during the upgrade and assist with providing enhanced technical support if the upgrade occurs after hours.

By testing and scheduling this upgrade, downtime estimates may be provided and may be reduced as compared to other upgrade methods.

After hours and report support is available through Professional Services.

Professional Services Onsite Upgrade

Professional Services may be contracted to test and perform the database upgrade onsite as long as the customer has an active SSA.  Customers must provide a backup of the database prior to the scheduled upgrade for testing.  A complete project plan to include issues encountered and licenses required will be provided to the dealer.

The PSE will travel to the customer’s site at a scheduled time to perform, or assist with the database and software upgrade. The PSE will help resolve technical issues during the upgrade while onsite, and provide enhanced technical support if the upgrade occurs after hours.

Downtime estimates may be provided in advance and may be reduced as compared to other upgrade methods.

Onsite upgrades are available through Professional Services.

Contact Symmetry Professional Services (proservices@amag.com) today for pricing and more information.  Visit www.amag.com to learn more about AMAG’s Professional Services Department and what services it offers.

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