ITIL 4 Support Services for Manufacturing Execution System Software
Predictable system performance with reduced downtime, from manufacturing execution system integration experts.
We understand the pressure you’re under. When your manufacturing execution system software goes down, everyone looks to you for answers. You deserve a partner who understands both the technology and the business impact.
Manufacturing operations shouldn’t be held hostage by unreliable systems. With Assurance℠ Support:
- 24/7 Proactive Monitoring – Catch issues before they become problems
- Expert Response Teams – Certified professionals in all Proficy Suite products
- Predictable Performance – Reduce unplanned downtime by up to 85%
- Peace of Mind – Focus on operations, not firefighting
With Rain Engineering’s Assurance, you’re not just getting technical support – you’re partnering with certified experts who understand your manufacturing execution system. Our proactive approach means problems are solved before they impact production, giving you the confidence to focus on what matters most: running efficient, profitable operations.
Multiple support plan options
to fit your needs.
See details
| Item | Description | notifi™ Plus | Base | Enhanced | Premium |
|---|---|---|---|---|---|
notifi™ Monitoring Application | Monitor logfiles, SQL tables, Generating email and text message alerts, for 3 servers | X | X | X | X |
| Application Error Alerting | We will contact you when a system error is detected, or custom rule is violated. | X | X | X | X |
| Incident Management | Access to a Rain resource to assist with the resolution of unplanned interruptions or reductions in quality of IT services. The primary objective is to return service to users as quickly as possible. | M-F, 8am-5pm | M-F, 24 hrs. | 24 hr., 7 days | |
| Problem Management | Access to a Rain resource to assist with preventing Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. ‘Proactive Problem Management’ analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems. | M-F, 8am-5pm | M-F, 8am-5pm | M-F, 8am-5pm | |
| Service Request Management | Access to a Rain resource to fulfill a service request from a defined service catalog within a specific timeframe. | M-F, 8am-5pm | M-F, 8am-5pm | ||
| Quarterly ERP Testing of Updates | **Rain will work with your team to test integrations between your ERP and MES systems.** | X | X | ||
| Quarterly SIM Patching | Rain will research, test, and install software improvement modules for supported applications. (subject to customer approval) | X | X | ||
| MES Upgrade | *Rain will perform an upgrade of your MES applications to the current version (8.0 to 9.0) or (8.1 to 8.2)* | X | |||
| Quarterly Prod to Dev Refresh | Rain will refresh your development environment with production data quarterly to ensure continuity | X | |||
| Support for Infrastructure Patching | Rain will research Windows server patches and provide guidance on the impacts to your MES system. | X | X | X | |
| System monitoring | Rain will monitor log files and recommend (quarterly) modifications to better tune your MES application. | X | |||
| Guided Learning | Rain will provide a .guided tours to empower your team and encourage continuing education to those supporting your system | X | X | ||
| Continuous Improvement | Rain will facilitate quarterly meetings with your operations and continuous improvement/reliability teams to ensure that you are getting the most out of your MES system | X | X | ||
| DBA Support | Rain will monitor your SQL environment and systems logs and make recommendations to optimize your experience. | 8 hr./month | 8 hr./week | ||
| Roadmap | Rain will construct and maintain a roadmap for your MES system that will help you plan effectively and align business. | X | X |
Get peace of mind.