Our job: integrator
ITs integration is our primary business since 1998.
Integrating it’s: breaking up, analyzing, organizing and managing customers issues by mastering many standards, methods, tools and technologies available.
Our know-how is to provide our customers with solutions answering their real needs aiming at optimization of the information system by building it from several components not always designed to work together.
The project management of such projects permits to respect the objectives, delays and costs, while controlling quality and risks criteria.
This activity of integration requires the cooperation between all project actors: future users and operators, the project manager, the contractor, the potential subcontractors, software editors or constructors teams.
Project leading and management
The project management is an activity which defines the solutions and the technical means implemented to realize and maintain the final product according to the given specifications of the project owner. It has to check the technical standards and norms respect and the durability of the delivered products.
Every project is taken care of in its whole nature from the needs definition to the solution beginning and its support. It's the result of a development plan, an adapted structure and a experienced project management based on an ISO 9001 quality certification in 2000. The project will be validated step by step during planned reviews in narrow collaboration with the customer.
See the DML quality charter.
Technical and organizational accompaniment
The purpose here is not to supply you a turnkey integrated solution then to train you but to assist you step by step on subjects so technical as organizational.
We advise you on technologies, we drive you on processes, we provide you methods, we coordinate the works of internal and external actors, we assist you in the development of your information system.
Study and specifications
On complex solutions requiring a preliminary detailed study we completely analyze in narrow collaboration with your teams, the needs, contexts and constraints of your project. This stage also helps to define the ensuing stages like reception of the solution (including the acceptance plan), formation prerequisites and training.
Afterwards this preliminary but very important stage, we formalize your project specifications and the considered solution. This specification is then validated.
Solutions preparation and installation
An DML engineer will validate with you the requirements and will set the solution up and integrate it in your information system. A DML important value is to control all one's processes, that’s why our obligation and our culture does not allow us to sub-contract our interventions.
Competences transfer
We provide a competences transfer, true relay between our services and your solution operation.
This transfer include an presentation of overall and detailed architecture for each module and an explanation of the retained configuration and the functioning overall.
It also permits to check the documents available. The final purpose is to give the administrators the most tools to operate the platform.
This transfer can require preliminary conditions from the administrators like basis knowledges and skills. This required conditions would have been clarified during the specifications stage.
The editors training documents are not provided during the transfer, however technical informations on products will be provided. These transfers are performed by the DML staff, trained and certified by the solution editor.
Documentations
The documents will be provided at the electronic format, typically in PDF format.
Training
Sometimes certifying (or not) training performed by editors can be proposed. We agree with you on the most adapted service to your needs, so as to deliver you the intra- or inter- company courses.
Usually a course support from the editor is delivered. And in case of certification, you will receive an official diploma.
Acceptance
This activity is essential: it consists in agreeing with all actors on the execution of our service and that the solution indeed answers needs expressed by the customer.
The acceptance is defined since the stage of specifications by the drafting of an acceptance test plan. The validation tests assure that the integrated and used product in an internal process is in accordance with the specified requirements.
In some cases of invitation to tender the validation stage can be separated in two phases known as capacity validation ("Vérification d'aptitude", VA) during from some days to tens of days, followed by a validation of the solution over several weeks or month ("Vérification de service régulier", VSR).
The acceptances:
- Physical reception,
- Administrative reception,
- Technical reception (VA, VSR),
The acceptance illustrates in the signature of the delivery order which will be passed on to the administrative department, starting the invoice process.
Post starting up support
After putting the solution in production, we generally assure an assistance. It helps the customer to have an attentive listening in the first weeks of exploitation and allows the optimization of some parameter settings in the set up system to assure optimal performances.
Support
DML assures the technical support of its solutions integration.
After acknowledging the demand, our role is to diagnose the technical issue. With the customer help we make sure that the issue comes from the solution and not from its environment. We verify all the parameters and their coherence regarding the exploitation infrastructure.
In case of no immediate resolution of the incident, we transfer to the Support service of the editor an incident opening ticket giving access to the 2nd or 3rd support levels. The ticket exactly mentions the customer references, the exploitation environment and the precisely identified and reproducible issue.
The editor assures the technical support of the second and third level and makes a commitment to resolve the incident in a defined period. It will supply the necessary software update to resolve the issue.
Different support levels are available (8/5, 24/7) declining the availability and the responsiveness of the service, the maximum recovery duration. Sometimes you can have a direct access to the published editor support under some reserve.
In some cases, you can also discuss this aspect of the exploitation by defining with us a Service Level Agreement (SLA).