Application Managed Services (AMS)

Need more time in your day? Swamped by requests to improve your QAD environment? Let us help.

Application Managed Services is designed to help you get all of those user requests done with minimal effort.

Many of our clients’ IT organisations want to do more for their companies but lack of capacity or skill prevents them.

Often, the tasks they are looking to deliver are small and the overhead to engage third parties to assist is high.

Kettering has QAD experts with a broad range of skills and letting us help will see a significant improvement in your QAD satisfaction levels.

How it works

You can simply allocate work to us as you would to one of your internal team members. If you don’t have a system, you can use ours. You can log calls via your own help desk or ours, or simply send us an email. These will be picked up and allocated by our Support team to the most appropriate resource.

You will be able to see the status of the call including who it is assigned to.

A monthly report will be produced showing the work done.

What’s involved

Kettering will cover most of your day to day operational QAD needs as below.

It isn’t intended to replace project work, training or operational work such as entering transactions.

A table below outlines a number of examples.

Example Deliverables

Support and Services deliverables	Standard Support	AMS
24×7 support for production system down	●
Access to log, update and track tickets	●
Access to QAD Knowledgebase	●
Access to QAD Documentation	●
Access to QAD Store to download latest releases etc.	●
Access to QAD Product Compatibility and Version Information	●
Access to QAD patches	●
Three environments supported	●
Diagnosing/troubleshooting warnings and errors with QAD Products	●
Remote assistance when needed to resolve QAD product issues	●
Reporting bugs that appear in QAD products to QAD Support	●
Suggesting workarounds/patches for QAD product defects	●
Providing information on patches	●
Retrofitting and installation of patches		●
Diagnosing/troubleshooting warnings and errors with customisations		●
Providing support for Evaluation licenses		●
Questions about functionality of owned modules including Eagle and FormTrap		●
Work with Support		●
Install programs including patches		●
Browse creation and maintenance including browses requiring inbuilt Progress Procedures		●
Collections, dashboards, Metrics etc		●
Add new programs including browses to menus		●
Adding and updating printers		●
Live to Test copies		●
Bug fixes for Kettering or QAD written modifications		●
Change QAD Reporting Framework (QRF) reports or FormTrap currently being used. Includes changing printer mappings but not modifications to underlying programs.		●
Update security (providing requests for changes are specific and clearly authorised)		●
Trouble shoot integration issues		●
Prepare CIM Template and perform the actual load. Client is responsible for the actual data including any loss		●
Set up new customer shipping addresses for existing EDI Trading Partners		●

Paul Fox – IT Manager at Bundaberg Brewed Drinks

“Our IT team is part of a fast growing international beverage manufacturer. Like most companies today, everyone is busy, and striving to provide timely responses along with quality advice is difficult. By signing up with the Kettering AMS program, our IT Team was able to assign tasks and help desk jobs to the Kettering team, knowing that they would be completed in a timely manner.

All communication between the AMS team and our staff is logged in our help desk system, so we have a full record of what was completed, along with the ability to measure performance. AMS helps us expand our team capabilities for a fixed rate, and has the benefit of multiple resources working on our tasks.”

Nigel Byrne – Business Systems Lead at Comvita

“Comvita’s IT strategy for several years has been wherever possible to establish service agreements for the infrastructure and software our company uses. We already had a Cloud contract in place with QAD Australia but this didn’t cover us for issues with Formtrap, Eagle, our very large number of QAD customisations or simple questions on how to best use standard QAD functions.

When we heard Kettering was offering AMS in 2019 we jumped at this quickly. Our company has been through significant restructuring in the past year and having the AMS in place with Kettering has meant our company has still been using QAD effectively and not experiencing any delays to business processes, even when key business personnel have left.

Our IT team can also more effectively budget our support costs which were previously ad-hoc and also plan to use internal resources on value-add projects with less risk of being pulled onto QAD support issues.”

Harshal Shah – Manager at Ashabhai

“After signing up for Application Managed Services, it has been a real life saver for us. The peace of mind that we have whilst having full time support from the Kettering team for our QAD ERP is really helpful to us.”