In response to the growing need of new telecommunications operators to receive turnkey solutions, INOV has adapted itself to face this need, mainly to maintain in continuous operation the platforms and systems developed and installed by INOV.

Typical structure of Maintenance and Technical Assistance rendered by INOV to external entities.
This structure includes the definition of procedures to adopt, guaranteeing an efficient maintenance service, from both the customer's and the organisation point of view.

Maintenance Services
INOV supports several services of Maintenance and Technical Assistance to answer the customer's various needs.

• Telephone Support:
  This service is available from INOV every working day from 10 till 19 hours.
  It is aimed at clarifying any technical matter related with the platforms included in the particular supply contract.
  
  
• Remote diagnosis:
  With this service INOV can, with the Customer's agreement, access remotely the systems included in the contract, running all the necessary diagnostic software that will lead to a fast identification and resolution of the reported situation.
  This service also avoids the displacement of a specialist, thus shortening the time of resolution of the situation.
  This service is the support base for the emergency services and for software and hardware maintenance, in the referred conditions.
  
  
• 24 hours assistance:
  We have a maintenance picket that is in prevention 24 hours / day and 365 days / year to solve possible mishaps or anomalies, of hardware and/or software.
  In this type of Maintenance the intervention procedures are more specific, being presented in the following lines.
  

Procedures of Intervention

When INOV is requested to intervene due to a malfunction, this communication is made, in a first phase, by telephone and later by e-mail or fax.
In the next step the picket intervenes, following the intervention structure described below.
In the final step, the customer is informed and, in a period of 2 working days, a detailed report is elaborated describing the anomalies and actions taken.

Structure of Intervention

The maintenance service of INOV is structured in three intervention levels.
The maintenance picket when requested tries, in a first phase, to solve the situation, being equipped with the necessary tools (mobile phones, portable PC, modem).
In a second phase, if the intervention request has not been solved, the team will move to the customer's facilities in order to apply a new group of operations.
If the situation persists, then it is requested the intervention of the responsible for the development of the system at INOV.

Schematically, we have:

Services

Technological Development & Consulting, in the several Technological Areas

CAD Service, PCB design and development

CAD Service, PCB design and development

The PCB service of INOV was originated in the CAD Centre of INESC, created in 1992 to answer the needs of the different groups of Hardware Development within INESC, in the area of design of Printed Circuit Boards. More...