ARM /

ARM Product Support & Implementation Services

ARM continue to support our customers long after their initial investment and implementation in a technology. We recognise that solutions require maintenance and upgrades as technology advances or as a business changes to meet altered processes and business goals. ARM ensure your investments in technology remains relevant and continues to deliver on the initial investment by providing the following services:

• Process mapping and reengineering
• Utilising existing technology investments to address other areas of concern
• Consultation on technology upgrade strategies
• Migration to new technology platforms
• Upgrade and patching of existing solutions

We have worked on some of the region’s largest and most ambitious Digital Transformation projects, helping our customers change manual business processes to use robotic process automation and assisted learning technologies. Some of our recent projects include:

• Providing visibility and control for our customers on numerous accounts payable automation solutions,
• Providing an online recruitment solution for NSW Health,
• The installation and configuration of an enterprise smart capture platform at a large bank in Singapore,
• Developing a Mobile web App and workflow solution to manage essential safety and compliance processes at an Australian international airport,
• Managing a system that captures health insurance claims and membership applications at a health insurer and
• Capturing Superannuation administration documents for a Superannuation fund.

ARM offers four key support services related to all our Digital Transformation projects. These are:

• Professional Services
• Software Application Support
• Application Managed Services
• Cloud Hosted Services

Implementation Services

ARM provides advice and consulting to organisations looking automate manual processes and eliminate paper. We provide Implementation and Systems Integration, Programming and Configuration, Project Management and Support on technologies that we believe address specific digital transformation needs and will be the right fit for our customers. Our Consultants regularly undergo training and certification on a host of Technology partners software solutions to stay up to date with the latest trends and approaches. Our consultants are certified in the following applications:

• Ephesoft Transact
• Kofax KC, KTM, Total Agility and SignDoc
• OpenText Xpression, Documentum and Captiva
• OpenText Teleform and Liquid Office
• Kodak Capture Pro

ARM’s Professional Services Team typically begin with a health check on any of the above software solutions to determine the usage of your software, it’s configuration, identify risks and report on the improvements your organisation can make to cut down cycle times, increase revenue and customer satisfaction, improve efficiency and eliminate unnecessary cost.

We assign a project manager each project who is responsible for the day to day management of the implementation and acts as a single point of communication to ensure the smooth transition of your business to the solution.

Contact Us

If you have any further inquiries about our Implementation services, please contact us today.

Application Managed Services

The ARM Application Management Support service offers additional benefits and support over and above the Software Application Support offering. ARM’s AMS service is suitable for on-premise and cloud deployments that require end to end support of the application software including IT operations and administration. The service is relevant for businesses who may not have IT teams or internally trained resources skilled in the software that will be covered by the AMS agreement. The AMS service categories provided, in addition to the Application Support Services include:

• System Administration
• Proactive System Monitoring
• Service Requests/Administrative Tasks
• Configuration Management
• Configuration Changes
• Disaster Recovery Testing
• Performance Baseline/Testing and Optimisation

ARM can tailor the AMS service to match the level of anticipated support required by the customer taking into consideration key areas such as the companies’ own IT support capabilities in supporting the application, the complexity of the platform and the infrastructure utilised to provide the solution. ARM will work with you to determine and recommend the correct level of support that is appropriate for your business or alternatively we can agree on a specific support package to meet your needs.

Software Annual Maintenance and Support

ARM will co-ordinate the Software Vendor support for your business under our Software Annual Maintenance and Support service. Our friendly staff who are familiar with your system, are able to resolve the incidents and problems that you report. We take a holistic approach to problem solving and manage your support need ‘end to end’.

A big advantage of using ARM’s support service is that it takes the hassle out of dealing with offshore support centres who have little knowledge of your setup. ARM support personnel are familiar with your application and will not waste your time and resource requesting additional information or asking you to perform activities that are not relevant to the support issue.

The Software Application Support Service includes:

• Helpdesk Contact
• Incident/Problem management, Triage (initial and “1st level” support on behalf of the vendor)
• Access to Software Vendor Updates: Patches, Service packs and Upgrade Management
• Escalation of incidents requiring “2nd level” support from Software Vendor to resolve
• Single point of contact for all your application support needs

ARM will be your single point of contact for the entire support process taking care of all of the communications and actions that might be required in order to fix the problem. ARM offers Software Application Support for the following products:

• APValet
• SOValet
• OpenText Teleform
• OpenText Liquid Office
• OpenText Captiva
• ABBYY Flexicapture

Cloud Services

ARM offers Cloud Services where we deploy your business software application and data centre into a cloud computing environment. We provide this additional service for all of our products.

We work with you to determine your specific needs and manage all aspects of the migration to a reliable Infrastructure-as-a-service (IaaS) platform such as Microsoft Azure or Amazon web service(AWS).

We determine that the cloud is the right strategy for your business and assist you with the changes that will be required for your people and processes to move to a cloud based service.

Why would I move my business application to the cloud?

There are many benefits of moving away from the traditional ‘in-house’ managed computing network to a cloud hosted environment. Some of these benefits include:

• Peace of mind — No longer do you need to worry about the reliability or vulnerability of maintaining your own network. Both Azure and AWS offer their services with a 99.95% uptime Service Level Agreement.
• Accessibility — You are able to access your application and data from any web enabled device.
• Flexibility — You pay for what you use, turning services on and off as desired.
• Scalability — You are no longer limited by the size of your network storage devices or constantly having to plan for growth. Cloud hosted services grow with you and accommodate changes at scale.
• Monitoring and support — Professional cloud hosting provides a sophisticated level of service monitoring and support that you simply can’t do yourself. You will be notified immediately if there is any problem with your service and receive prompt technical support should you ever require it.
• Cost Savings — Every business is different, but we can show you how your business can save money by moving to a cloud hosted service.
• Security — Azure and AWS provide locally hosted data centres with all data being stored securely on shore in Australia.

Additionally, both service providers are on the Australian Government Certified Cloud Services List (CCSL) having successfully completed the Industry Registered Assessors Program(IRAP) assessment. Accordingly, both have been awarded certification by the Australian Signals Directorate (ASD).

For more information on this certification visit the Microsoft Trust Center