Software support

We are completing our trilogy on Edison’s development principles with a post about how the support of the developed software is arranged, including the implementation (installation and usage training) and the maintenance (editing the identified bugs and user support).

Reliable support is important

Technical Support Objects

The profile of our activity includes both the development of our own projects for a wide user and the development of custom software.
In addition to technical support for products manufactured by us (both replicated and made-to-order), we provide support for third-party solutions used by our customers.

EDISON Replicable Software

Today in our portfolio there are 4 products available for everyone:
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" ElectroOffice " is a system of secure electronic document management and corporate and departmental portals with the possibility of quick customization for individual customer needs.
SMS2SERVE - SMS delivery gateway via the Internet.
" Big Brother " (or, as we call it abbreviated as "BB" for short) - created in 2013 using C #, .NET, Active Directory and SQL technologies to record employee performance, records the time spent in general and in each program / website activity takes screenshots. A video FAQ and tutorial video on YouTube is available for customers:
Aggregator of information about tenders - the program collects data from the Internet by filters, with an appropriate schedule and provides them in a customizable form to email. Developed since 2010, uses ASP.NET, C #, MS SQL.

Custom software

We implement and maintain all the software we develop, from corporate portals to large multi-level integrated systems. A few examples:

Measurement automation and expert systems : X-ray microtomograph software development for Elecard-Med .
Embedded software : development of a heart monitor connected to a personal computer. The device is used to register a person’s heart rate and transmit it via radio and USB interface.
Development of web applications and websites : development of a system for selling electronic bus tickets over the Internet for KUZBASSPASSAZHIRAVTOTRANS , was awarded a gold medal at TRANSSIB-EXPO.

Automation systems based on third-party products

Implementation and maintenance of automation solutions on Oracle, SAP, 1C , Microsoft platforms, as well as SpiderProject, ProjectMate, bugzilla, mantiss, jira and others, for example:

Web-based application for training and testing of restaurant chain employees (on SharePoint)
subsystem accounting of visits to the pool based on 1C: Enterprise ,
subsystem of formation of the order for production for printing house on the basis of 1C: Management of a manufacturing enterprise ,
Development of a corporate web application for time management of Chronos Project Manager (ASP.NET using the jQuery UI component).

Our company's specialists are well versed in all integrated software, and software engineers working with 1C have in-depth knowledge of accounting, management accounting and payroll.

How does the software support in EDISON

In accordance with Article No. 470 of the Civil Code of the Russian Federation, the manufacturer must give a guarantee for their software products, namely, correct their mistakes or change the product to another version. The problem is that, according to the law, this requires expertise, confirming the presence of a failure, proving the developer’s fault, eliminating user intervention in the software code, ensuring correct use of the product by the client, etc. At the time of the examination of the malfunction of the software complex, not only his work is paralyzed, but also the work of the hardware. And this is very inconvenient for users of services that need to work constantly.

The technical support service, in accordance with which EDISON specialists correct all the shortcomings, including those initiated by the user and not included in the original TK, is designed to compensate for these shortcomings.

Regardless of whether support is required for a corporate website or an Oracle-based automation system, the order of its delivery is the same (only the time varies depending on the complexity of the task).

Technical support for software users may include a large number of options depending on the client’s wishes, for example:

hotline, consultation,
user training system to work with it,
elimination of any problems arising in the software,
Any refinement for the client needs, including the expansion of functionality.

Payment for technical support, as a rule, is carried out after the fact depending on the time spent.

For each client, we assign a project manager with whom all communication is conducted. To control the progress of the work and the time spent on the tasks, the client is provided with unlimited access to the repository , the project management system and the BB time tracking program, which we wrote about above.

Sites can be managed by clients independently. We use CMS: Bitrix, WordPress, Joomla, Drupal, Amiro, Frog, Kentico, AxCMS, Sitefinity. Website support includes, among other things, timely information about the need to pay for hosting and domain.

Software Support Benefits

Instant response, the possibility of round the clock support. The distributed structure of EDISON with English - speaking project managers in Moscow, Kemerovo and Tomsk allows you to quickly respond to requests from users from all over the world.
Broad competence of the team. Platforms: Windows, Unix, real-time OS, mobile. Languages / Technologies: C ++, C, GCC, Qt, C #, .NET, COM, Delphi, Java, ASP.NET, PHP, Python, Ruby, AJAX, SQL, MS SQL, Oracle, MySQL, 3D, CAD, GUI, TCP / IP, HTML, XML, PKI, etc. Knowledge of software products confirmed by vendor certificates : Apple, 1C-Bitrix, Kaspersky Lab, Dr.Web, Amiro.CMS and Axoft distributor.
Flexible licensing policy for replicated products, in which independent scaling and development of software is not subject to additional costs.
Confidentiality of information.

Software update

The IT market is a fast-growing and dynamic structure (standards, requirements, technologies are changing), and our clients' business also does not stand still (new tasks appear), therefore, in addition to supporting software, EDISON also performs software updates, namely:

reengineering,
internationalization and localization
porting and migration of software.

Let's say a few words about them.

Software Reengineering

If the product developer no longer supports the software installed on the client, the transition to the new one is problematic, and support for the existing system is too expensive, if there is a technical possibility, reengineering is done - that is, creating a redesigned version of the old software with new requirements. Migration occurs gradually, thus avoiding risks.

Internationalization and localization of software

Although both of these concepts refer to the “linguality” of a product, internationalization implies adaptation to any language (configuration of parameters, such as numbers, dates, banknotes that change when changing languages), while localization is translation of the interface language, program files and help to a specific tongue.

Porting and migration

These improvements include work on porting, converting database formats, cross-platform migration, translating software from one programming language to another, and adapting.

One example that demonstrates porting and migration :

When finalizing the software, we act according to the same principles as when creating it, which guarantees high quality of work at the right time.

Any comments on our methodology or would you like to share your experience? We will be glad to chat in the comments or on our Facebook page .