You own a system that is critical to your success. How you care for that system is a reflection of how you care for your business.
Rain Engineering offers four options for technology support. We developed these plans to keep your operations running at their peak, foster user adoption and drive front line worker engagement. Paired with your GE Digital license maintenance and product support, these plans offer tools that fit the way you work:
The Rain Engineering Proficy Support Plans meet you wherever you are and help you get where you’re going. With help from Rain Engineering, you can offer your business the proper level of support for their needs. Simply choose the best fit from four options:
Fewer problems and improved response times result in improved overall customer satisfaction and system uptime.
Increased productivity through our use of efficient process and improved communication when incidents occur resulting improved customer satisfaction.
With Rain Engineering on your team you will have access to experts who understand your manufacturing processes and technology and allow you to quickly bounce back from issues.
We work with customers who…
|Notifi Monitoring Application||Monitor logfiles, SQL performance on 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.**
|Quarterly SIM Patching||Rain will research, test, and install software improvement modules for supported applications. (subject to customer approval)||X||X|
*Rain will perform an upgrade of your GE MES applications to the current version (8.0 to 9.0) or (8.1 to 8.2)*
|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 GE MES system.||X||X||X|
|System monitoring||Rain will monitor log files and recommend (quarterly) modifications to better tune your GE 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 GE 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 GE MES system that will help you plan effectively and align business.||X||X|
**When ERP updates cycle is quarterly, Rain will support post update testing
*Annual upgrades are included in the premium subscription when your current version in within 2 minor revisions
Onboarding to a new support agreement takes about 3 months. During that time Rain Engineering will work with you to:
Once we take over the support, we will prioritize the stability and reliability of the system. You can begin to think about how to make better use of the system, and worry less about whether the business has what it needs.