AEB services – more than just a software package
One reason AEB is a leading provider of software solutions for
global trade, supply chain management and risk management is that we
don’t just provide software. Companies that opt for AEB solutions
actually gain access to a single source for IT services as well. And
AEB’s IT services go far beyond the expected level of application
support.
Business Models
AEB offers different business models for products from the ASSIST4 and ATC :: series, and AEB Engines*. These business models are defined via answers to the following questions:- Is the software installed on your computers or operated from AEB’s computer centre?
- How are software fees billed: Do you purchase a license or pay a lease to use the software?
- Do you wish to use a standard AEB solution or will your system be customised?
*Please note that the entire spectrum of XPRESS product services is not included in this description.
Hosting in the AEB Computer Centre
When you opt for hosting in the AEB computer centre, AEB’s teams of experts make sure your application runs smoothly and is fully supported.You can choose one of three hosting models based on the level of performance, up-time and operational reliability you require. If none of the three hosting types meets your needs, we’ll be happy to design a customised hosting business model especially for you.
AEB Application Model
The AEB application model outlines all the services needed to use, operate and develop an application. The model categorises the individual tasks into service areas and helps you to define responsibilities.Depending on the business model you choose, AEB will take on all or part of the operation as well as support of the application.
The following table outlines the distribution of responsibilities for the various business models. AEB is happy to support you with special IT services in any area where “optional AEB” appears. AEB can also support you in your day-to-day operations – by standing-in during vacations or handling customs clearances, for example. Talk to us about your specific needs.
The IT infrastructure of the Hosting Standard, Hosting Pro and Hosting Critical packages differs only in whether the servers and access points are dedicated or virtual. All three packages and the ASP business model thus offer you the same AEB computer center IT infrastructure
Key features of AEB’s Computer Centre:
- Latest HP infrastructure and ORACLE DB, BladeCenter, StorageAreaNetwork (SAN)
- Redundant architecture of important hardware and network components – also database clusters on request
- Central, proactive monitoring system. Automated notification in case of interruption
- External and internal DMZ, “private” system environment on request, AEB-internal access only by authorised persons
- An automated, multi-level online backup to disk/tape twice per day
AEB Support Packages
AEB places a premium on quality, including that of its user help desk. That’s why we have two teams dedicated to this purpose.Most customers use the Support Standard package. This guarantees availability of the qualified AEB Support Team on business days from 9am to 5pm UK time. If your business hours extend beyond these times or if you conduct business in different time zones, it might make sense to upgrade to the Support Pro or Support Critical package.
In addition to extended service hours, this upgrade comes with additional value-added services: The AEB Support Team Pro, for example, is trained specifically to support your solution. These employees are also familiar with the customer-specific adaptations made to these systems. Monthly reports provide information on service tickets to identify and head off potential vulnerabilities in the application.
Please note that use of the Hosting Pro and Hosting Critical hosting packages requires the purchase of the corresponding support packages. This is the only way to satisfy the high demands placed on availability. In addition, expanded user support must be available alongside the extended service hours for IT infrastructure and application operation. The table below outlines the content and details of the various support packages.
