Pemeliharaan & Dukungan
Hosting, Pemeliharaan & Dukungan Teknis
Mulai dari tanggung jawab tahun pertama yang termasuk. Setelah itu, pilih hosting tahunan dan pemeliharaan dasar yang ditawarkan terpisah atau dukungan teknis bulanan opsional.
Contoh lingkup dalam bahasa Inggris
Agree who responds, approves and operates the system
You need bounded help with an application that has a named owner, known access and a clear support scope.
Use a modernization project for a significant replacement or migration. A support allowance is not an unlimited feature-development subscription.Bandingkan pilihan
Hasil yang Anda terima
- Application/access inventory and a responsibility record.
- Request classification, diagnosis and approval before chargeable changes.
- Agreed work/time record, checked release outcome and remaining risks.
Yang perlu disiapkan
- Application/version, repository rights, host owner and dependency inventory.
- Backup/recovery evidence, known incidents and critical operating hours.
- Authorized requesters, approver and update recipient.
Disepakati terpisah
- An initial response acknowledges or starts diagnosis. It is not a guaranteed resolution time.
- Out-of-hours coverage and severity commitments require explicit agreement.
- New features, vendor outages and work beyond the approved allowance follow their own approval decision.
Lihat contoh
Illustrative request record: reported issue → priority and coverage check → diagnosis → estimate/approval → implement/check/deploy → time used and outcome. Classify a warranty defect, a maintenance task, a new feature and a vendor incident separately.
Acceptance example. The approver sees the scope and any charge before extra work. The final record states what changed, what was checked, approved time used and unresolved risks. The operating owner retains responsibility for vendor accounts and bills unless agreed otherwise.
Read the sample scope, acceptance and handover recordsAre backups and hosting included?
Only the accepted plan defines hosting, backup frequency, recovery checks and ownership. A technical allowance does not imply universal operating coverage.
What if the allowance is exhausted?
Agree the next priority and approve additional work before it starts. Response, diagnosis, implementation and vendor recovery are different steps.
Four different kinds of post-launch help
| Concept | Purpose | Example and boundary |
|---|---|---|
| First-year basic maintenance | The basic-care tasks and term listed in the accepted project scope. | An agreed maintenance task is different from adding another approval screen. Hosting, backups and renewals need named owners. |
| Annual consultation allowance | 4 hours of first-year consultation where those project terms apply. | Discussing a workflow change does not include implementing it. Confirm the term, availability and work classification. |
| Scoped defect warranty | 90-day warranty under the applicable accepted project terms. | A failure against an agreed acceptance rule differs from a new requirement or vendor outage. Coverage depends on the warranty terms. |
| Optional monthly technical allowance | 4 approved technical hours per month under that plan. | Agreed fixes or changes consume recorded time. Extra work needs approval. Unused hours do not imply unlimited work or rollover. |
These project-care concepts do not replace the separate product rules for Luma or ResumeForU. Confirm plan applicability, initial response coverage, renewal, exclusions and request authorization in writing. A response begins communication or diagnosis, not a promise of immediate resolution.
Care, editing and operating responsibilities
| Task | Buyer responsibility | Scope to confirm |
|---|---|---|
| Hosting and vendor bills | Name the account and payment owner. | First-year term, renewal owner and any annual hosting/basic-maintenance coverage. |
| Backups and recovery | Approve recovery needs and access. | Backup owner, retention, restore checks and recovery work explicitly covered. |
| Patches and monitoring | Identify critical operating constraints. | Systems covered, update approval and monitoring/incident contact. |
| Content edits | Supply approved copy/images and nominate an editor. | Staff editing versus agreed care tasks or separately approved work. |
| Defects and new features | Describe expected behavior and approve changes. | Warranty classification versus technical allowance or an additional quote. |
| Reporting and exit | Keep authorized contacts and account ownership current. | Work/time record, remaining risks, access, exports, licences and cancellation/renewal terms. |
First-year care, annual basic maintenance and a monthly technical allowance are different scopes. This checklist does not add coverage to a plan. Record included work and extra-work approval in writing.
Layanan Dukungan Kami
Pelihara sistem serta tugas yang disebutkan dalam perjanjian Anda.
Pemeriksaan otomatis membantu mengenali masalah ketersediaan. Pemantauan bukan respons insiden oleh staf selama 24/7.
Terapkan pemeliharaan keamanan yang disepakati untuk aplikasi serta hosting. Perjanjian menetapkan tanggung jawab, pengecualian, dan lingkup pembaruan.
Diagnosis serta penyesuaian kinerja memerlukan lingkup dan jam teknis yang disepakati. Optimasi berkelanjutan tidak otomatis termasuk pemeliharaan dasar.
Tetapkan Pemeliharaan yang Dibutuhkan
Tinjau sistem dan tanggung jawab sebelum layanan dimulai.
Tinjau Sistem
Pastikan hak akses kode/data, ketergantungan, tanggung jawab operasional, dan lingkup penilaian terpisah sebelum mengambil alih.
- Temuan dan tanggung jawab yang dicatat
Sepakati Perbaikan Awal
Estimasi dan setujui pekerjaan stabilisasi sebelum implementasi. Pekerjaan ini tidak otomatis termasuk hosting atau dukungan berkelanjutan.
- Lingkup dan estimasi yang disetujui
Jalankan Pemeliharaan
Lakukan pemantauan, pemeliharaan terjadwal, dan laporan yang dinyatakan termasuk dalam perjanjian.
- Catatan serta laporan pemeliharaan yang disepakati
Paket Pemeliharaan & Dukungan
Setiap pilihan menetapkan cakupan, jam teknis, serta biaya pihak ketiga.
Hosting Tahunan & Pemeliharaan Dasar
Sesuai untuk: Operasional hosting dan tugas pemeliharaan dasar
Dapat dibeli tersendiri untuk cakupan server, cadangan, pemantauan, dan pemeliharaan keamanan yang disepakati. Harga mengikuti lingkup aktual, bukan tarif umum.
Pendekatan
Tanggung jawab, pengecualian, dan biaya tambahan yang disepakati
- Frekuensi, retensi, lokasi, serta pemeriksaan pemulihan cadangan disepakati
- Tanggung jawab hosting dan pemeliharaan dicatat
- Bukan langganan jam pengembangan
Dukungan Teknis Bulanan
Sesuai untuk: Kebutuhan teknis rutin sesuai batas jam
Maksimal 4 jam/bulan, tidak termasuk biaya server. Komunikasi, konsultasi, diagnosis, implementasi, pemeriksaan, dan penerapan dihitung berdasarkan waktu aktual. Jam yang tidak terpakai kedaluwarsa setiap bulan.
Pendekatan
Tanggung jawab, pengecualian, dan biaya tambahan yang disepakati
- Estimasi tertulis dan persetujuan perubahan
- Cakupan serta eskalasi dukungan disepakati
- Perbaikan garansi yang menjadi tanggung jawab kami tidak memakai jam berbayar
Pekerjaan Teknis Tambahan
Sesuai untuk: Tugas tambahan di luar cakupan
Lingkup yang jelas ditawarkan dengan harga tetap. Tugas kecil yang belum pasti menggunakan tarif per jam setelah estimasi dan persetujuan tertulis. Paket prabayar sepuluh jam tidak ditawarkan untuk penawaran baru.
Pendekatan
Tanggung jawab, pengecualian, dan biaya tambahan yang disepakati
- Estimasi serta jadwal yang disepakati
- Tidak ada pekerjaan tambahan tanpa persetujuan
- Biaya pihak ketiga dijelaskan
Cakupan Khusus
Sesuai untuk: Tanggung jawab operasional khusus
Layanan di luar jam kerja atau tanggung jawab khusus memerlukan lingkup terpisah serta kapasitas yang dikonfirmasi. Ketersediaan staf langsung tidak dijanjikan.
Pendekatan
Tanggung jawab, pengecualian, dan biaya tambahan yang disepakati
- Penanggung jawab cakupan serta eskalasi ditetapkan
- Target pemulihan memerlukan bukti
- Tidak ada komitmen standar 24/7 atau persentase ketersediaan
Kebutuhan di Luar Pemeliharaan Dasar
Konsultasi dan pengembangan tambahan memerlukan lingkup serta kapasitas yang disepakati.
Peninjauan Keamanan
Tetapkan kebutuhan pemindaian, pembaruan, dan peninjauan profesional terpisah.
Cadangan & Pemulihan
Sepakati jadwal cadangan, retensi, dan pemeriksaan pemulihan.