How to Avoid Support Crisis

Every once in a while we field calls from frantic non-client custom software users saying, “My system is down, can you get in there NOW?” Though we totally understand the panic and frustration that ensues when something isn’t working correctly, we can’t always get in immediately and fix the problem. We have had some really cool and nerdy quick fixes in our customer portfolio, but it is difficult for our team to get into software we don’t have access to immediately. As problem solvers, it kills us to not be able to just whip out our magical wand of technical knowledge and resolve everything.

This got us thinking about strategy behind IT support, Software Support and Maintenance, and how to avoid being left in a crisis situation. The name of the game seems to be pro-activity, pro-activity, pro-activity. This is something that we explore quite heavily with our current custom application development customers, because our team is dedicated to our software application projects from end-to -end.

Building a Long Term Strategy

We recommend to our clients that they consider custom support options at the beginning or during the initial custom software engagement. We realize that this is the obvious answer, and we know it is easier said than done. Time constraints and budget can often be scary at the beginning. However, a trusted support partner is really critical to the life of a project.

Think about your software as though it is a car. It is an important item for your daily life, you’ll spend a lot of time in it, you’ll be able to see the benefit it brings, and it gets you where you need to go. Then think about support and maintenance as the insurance and mechanic. As you grow and your needs change, your insurance will cover emergencies and growth, and our support mechanics can handle and fix anything you throw at them. It will bring you peace of mind and will handle any contingencies.

While this does sound a bit like we’re trying to have people “drink the Koolaid,” our intentions are sound. This proactive strategy will help you see the life of your software, and help you to build a long-term strategy for where you see this software fitting in your business plan. The best time to build that long-term strategy? Now.

Take the time to answer a few of these key questions,

-          Is this a short-term fix or a long-term solution?

-          How does this custom software solve a business need?

-          What is the long-term strategy for this business?

-          Will we outgrow the initial phase of this project?

-          How can we make sure that this is scalable for the life of the business need?

Mitigate Problems & Contingency Planning

“Custom Technology Solutions. Real Results” is the tagline of our company, and what it means to us is that we will bring the same level of technical and business savvy to every project. We understand that great technology and custom software development drive real business results.

The critical part of this is outlining potential problems at the beginning, during the project and also at the end of the project. This is something at which our team excels. As a result of our history, we have seen pretty much anything and everything, and each situation has been documented extensively. We understand the right questions to ask to be able to build immediate solutions into the project, and also plan for contingencies.

-          What are the business problems you have had in the past?

-          What are you currently using to address these issues (software/technology/process)?

-          Will these existing systems need to interact with the new software?

-          What kind of growth do you expect?

Because we outline, build and plan for support contingencies, our team effectively mitigates problems before they arise. This is just part of the proactive support approach that our team takes to ensure smooth sailing for your software development engagement.

Amadeus Consulting 24×7 Support

In order to provide the optimal software support and maintenance services for clients of all sizes and needs, Amadeus Consulting has created a distinctively proactive and flexible support infrastructure. Our team will partner with companies to tailor the right approach to fill support gaps in their current approach, or provide complete solution support for the business that does not want to hire a large IT staff to manage application support.

Custom support solutions can include:

Intelligent Monitoring – Our goal is to resolve system issues before they have an impact on your business. This includes 24 x 7 proactive monitoring to keep your systems running at optimal speed and performance, as well as custom monitoring systems which can dig deeper into your business processes.

Concierge Support – A single point of contact is accountable for your level of service. No phone systems, transfers or “tickets.” You get a direct line to the support member directing your account.

An Expert Only Team -Based in Boulder, Colorado, our in-house support staff are experienced in software development and support. Each is responsible and capable of directly assisting you with any support issue.

Keeping the Application Fresh and Relevant – Our support team has an entire custom software development company from which it can draw resources. This helps ensure a longer lifecycle for your software systems, as additions, customizations and upgrades are requested.

Marketing Support – Combined with our technology support staff, Amadeus Consulting’s marketing team can also provide insight, assistance and marketing support to ensure that your marketing processes are running at optimal performance levels in comparison to established benchmarks.

Individualized Support Packages- Every company is unique and has different needs at different times. A variety of options and scalable services ensures that you get exactly what you need, without paying for services that you don’t, with the ability to easily adapt your service options should your needs change.

Support after the fact

After we have gone into great detail about the need for software support and maintenance at the beginning of a project, what about people who come to Amadeus Consulting post development? Are they out of luck? Heavens no, we say, come on in!

Because the support conversation doesn’t always happen during the initial stages, it is still important to plan for contingencies. Perhaps budget doesn’t allow for support and maintenance at the beginning of a project, but be sure to research and start a conversation with a trusted support company in case of support crisis. Here are some things to consider:

-          What level of support services will we need (total solution vs. feature support)

-          How long do we want the engagement to last?

-          What constitutes a healthy software system?

-          What are my customized needs?

The nice thing about the process that we listed above is that it works for post-development situations as well. Because we have an extensive history in problem solving, our support team can quickly get acclimated to your needs and proactively get started to make it run smoothly, efficiently on an on-going basis. Contact us today to talk about your individual software support needs.

About Todd McMurtreyThe marketing team at Amadeus Consulting considers it part of their daily tasks to stay on top of what is going on in the technology marketplace. It is important to our company culture to be technology thought leaders, but we also want to share our knowledge and insights with readers excited about the latest and greatest tech news in the Tech Market Watch blog.
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In the Bible (1 Corinthians 1:13-31), Paul says:

1) Is Christ divided? Was Paul crucified for you? Were you baptized into the name of Paul? I am thankful that I did not baptize any of you except Crispus and Gaius, so no one can say that you were baptized into my name. Yes, I also baptized the household of Stephanas; beyond that, I don’t remember if I baptized anyone else.

2) For the message of the cross is foolishness to those who are perishing

For it is written:  ”I will destroy the wisdom of the wise, the intelligence of the intelligent I will frustrate.”

3) Where is the wise man? Where is the scholar? Where is the philosopher of this age? Has not God made foolish the wisdom of the world?

For since in the wisdom of God the world through its wisdom did not know him,

4) God was pleased through the foolishness of what was preached to save those who believe.

5) Jews demand miraculous signs and Greeks look for wisdom,

6) But we preach Christ crucified: a stumbling block to Jews and foolishness to Gentiles,

7) For the foolishness of God is wiser than man’s wisdom,

8) And the weakness of God is stronger than man’s strength.

9) But God chose the foolish things of the world to shame the wise; God chose the weak things of the world to shame the strong.

God chose the lowly things of this world and the despised things—and the things that are not—to nullify the things that are, So that no one may boast before him.

10) Therefore, as it is written: “Let him who boasts boast in the Lord.”

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The comments for the above sayings of Paul:

1. How many persons has Paul baptized? Paul made the answer confusing as he says:

I did not baptize any of you except Crispus and Gaius,
So no one can say that you were baptized into my name.
Yes, I also baptized the household of Stephanas;
Beyond that, I do not remember if I baptized anyone else.

2. Paul claims that the Lord God said: “I will destroy the wisdom of the wise”.  Why the Lord God said that?

3. Paul claims that the Lord God made foolish the wisdom of the world.  Why is that? What is the wisdom of doing that?

4. Paul claims that the Lord God was pleased through the foolishness…  How come?

5. Paul claims that the Lord God chose the foolish things of the world to shame the wise.

6. Paul claims that these quotes are written in the Bible “I will destroy the wisdom of the wise, the intelligence of the intelligent I will frustrate.” “Let him who boasts boast in the Lord”, or “He that glorieth, let him glory in the Lord “

But where in the Bible are these quotes written?

7. Also, Paul classifies mankind to Jews and Gentiles.

8. Then Paul said: “the foolishness of God is wiser than man’s wisdom”

9. And Paul also said: “the weakness of God is stronger than man’s strength. “

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As a matter of fact, Paul’ statements about “the foolishness of God” and “the weakness of God” are Very Rude, Very Offensive, Very Impolite and Very Ill-Mannered.   I have no saying about that since Paul is not mentioned in the Quran; however, I will assent to the smart reader to answer this question: Who is foolish and weak, God or Paul?

In the Quran’s teaching, anyone who says “the foolishness of God” and/or “the weakness of God” is certainly a disbeliever and will end up in the Eternal Fire in the Hereafter. 

In addition, the Quran does not classify mankind to Jews and Gentiles.

Also, it is well known that Wisdom is the profitable knowledge that leads to righteous action, speech and opinion.

In Verse 2:269, Allah mentioned His favor, saying that He gives wisdom, to whomever He will, and he who is given wisdom, has been given abundant good, because he will end up in perpetual bliss.

That is why, in Verse 20:114, Allah commanded his Prophet Muhammad (and the believers) to say in their prays ‘My Lord, increase me in knowledge, memorization and understanding’

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The Bible,

1Corinthians 1:13-31 (American Standard Version)

13) Is Christ divided? Was Paul crucified for you? Or were ye baptized into the name of Paul?

14) I thank God that I baptized none of you, save Crispus and Gaius;

15) lest any man should say that ye were baptized into my name.

16) And I baptized also the household of Stephanas: besides, I know not whether I baptized any other.

17) For Christ sent me not to baptize, but to preach the gospel: not in wisdom of words, lest the cross of Christ should be made void.

18) For the word of the cross is to them that perish foolishness; but unto us who are saved it is the power of God.

19) For it is written, I will destroy the wisdom of the wise, And the discernment of the discerning will I bring to nought.

20) Where is the wise? Where is the scribe? Where is the disputer of this world? Hath not God made foolish the wisdom of the world?

21) For seeing that in the wisdom of God the world through its wisdom knew not God, it was God’s good pleasure through the foolishness of the preaching to save them that believe.

22) Seeing that Jews ask for signs, and Greeks seek after wisdom:

23)but we preach Christ crucified, unto Jews a stumbling block, and unto Gentiles foolishness;

24) but unto them that are called, both Jews and Greeks, Christ the power of God, and the wisdom of God.

25) Because the foolishness of God is wiser than men; and the weakness of God is stronger than men.

26) For behold your calling, brethren, that not many wise after the flesh, not many mighty, not many noble, are called:

27 ) but God chose the foolish things of the world, that he might put to shame them that are wise; and God chose the weak things of the world, that he might put to shame the things that are strong;

28) and the base things of the world, and the things that are despised, did God choose, yea and the things that are not, that he might bring to nought the things that are:

29) that no flesh should glory before God.

30) But of him are ye in Christ Jesus, who was made unto us wisdom from God, and righteousness and sanctification, and redemption:

31) that, according as it is written, He that glorieth, let him glory in the Lord.

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The Quran, Qarib Translation

 Verse 2:269

He gives wisdom to whom he will, and he who is given wisdom has been given a lot of good.

Verse 20:114

…say (O Muhammad): ‘ O my Lord! Increase me in knowledge. ‘

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Back to my question to the smart and interested reader:

Are the Scholars truthful when they claim that the Quran quoted from the Bible?

Professor Dr. Ibrahim KhalilProf. of Clinical and Chemical Pathology, Head (ex-) of Clinical Microbiology and Infection Control Unit, Ain-Shams University. Cairo, EgyptPresident of the Egyptian Society of Inventors, Honorary President of SPIC-Egypt (The Society of Practitioners of Infection Control – Egypt), Co-Chief Editor of the Egyptian Journal of Lab. MedicineMember of the Egyptian union of Writers, Published 5 Books and some 60 Medical Articles, Supervisors for 79 PhD theses and111 Master Degree theses.
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