Support Services - ITRS Group

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Support

Installation Services

For those customers that prefer to outsource all or part of the installation process, ITRS can provide a full installation and configuration service for all of our products. In addition, our team of experienced engineers is available to create tailored solutions for a wide variety of applications using the generic tools that are available within Geneos.

Custom Development

Geneos currently has approximatly 100 built in plug-ins to facilitate management of major financial services applications, systems and processes. We are constantly adding new plug-ins to keep abreast of customers’ requirements and emerging technologies. Our experienced team of developers is available to produce bespoke plug-ins to cater for in-house developed applications, or to add new features to Geneos to meet your organisation’s specific requirements.

On-line Issue Reporting and Tracking

All ITRS customers who register for access to the Client Area can use our acclaimed "iTrack" on-line issue tracking and reporting system to request enhancements and report any problems. Once an issue has been raised, the customer can track its progress through the system and will receive automatic e-mails at each stage whilst the issue progresses through the investigation, coding, testing and implementation phases.

Regular Customer Update Visits

Every customer is assigned a technical account manager who will act as their primary point of contact for any technical enquiries. The technical account managers will schedule regular site visits at the convenience of the customer, during which they will:

Check the customer’s installation to ensure that everything is running optimally;
Inform the customer of new and upcoming enhancements to the product and how these might be utilized to enhance the quality of systems management within each environment;
Review the progress of all iTrack entries raised by or relevant to the customer;
Ensure that the customer is satisfied with all aspects of the installed software, and take remedial action if required.

ITRS Support personnel are available in Europe via our London Office, North America via our New York office and Asia via our Hong Kong office. Please contact us for further information on any of our professional services.

Product Training

ITRS runs regular training sessions in our London and New York offices for system Operators and Administrators. These courses are continually updated, and are designed to offer users a more detailed overview of the Geneos environment, and associated administrative functions.

Training dates in London are show below, followed by dates in New York. Note that the 3 courses should be taken in the order shown but do not need to be taken at the same time.

Please click on the course date you are interested in to be sent more information:-

London Course 1 - Active Console Fundamentals

London Course 2 - Gateway2 Fundamentals and the Setup Editor

London Course 3 - Gateway 2 Administration