When it comes to Digital Identity Management, operational continuity is crucial. A malfunction, slowdown or unexpected issue can block access to essential services, causing inconvenience for users and businesses. That’s why Tirasa guarantees a 24/7, year-round support service, ensuring prompt interventions and targeted solutions for Syncope and Apereo CAS.

Tailored Support for Every Need

Tirasa provides a maintenance service structured into different types of interventions, designed to effectively respond to any requirement:

1. Routine and Corrective Maintenance

The key to effective and efficient software is having a reliable partner who can quickly resolve any issues. Tirasa’s routine and corrective maintenance aims to identify and fix malfunctions, restoring functionality as quickly as possible. With a dedicated ticketing system, every report is handled promptly and efficiently.

2. Evolutive Maintenance

Technology evolves, as do regulations and integration requirements with other systems. Tirasa offers an evolutive maintenance service that keeps Syncope and Apereo CAS up-to-date, compliant with regulatory requirements, and compatible with new technological infrastructures.

3. Extraordinary Maintenance

Every IT system needs updates, upgrades, and improvements. Tirasa ensures a dedicated number of hours for evolutionary interventions, allowing systems to be adapted and optimized according to business needs.

Rapid Interventions for Every Level of Criticality

Not all problems have the same impact, which is why Tirasa adopts an emergency management system based on different levels of criticality:

• L1 (Low Impact): Minor issues, such as graphical or messaging errors, that do not block operations. Support is available during business hours with a response time within 2 hours.
• L2 (Medium Impact): Malfunctions that slow down or complicate system usage, such as performance inefficiencies. Support is also provided during business hours with a response time within 2 hours.
• L3 (High Priority): Blocking issues that make system use impossible. Tirasa guarantees immediate support, with a response time within 30 minutes, even during off-hours and holidays.

Always by Your Side, Wherever You Are

To ensure timely and effective intervention, support is provided entirely remotely. This helps reduce response times and lower costs while maintaining high-quality technical support. For specific needs, on-site interventions are available upon request.

Why Choose Tirasa?

Choosing Tirasa means having an expert partner capable of professionally managing any issue related to Digital Identity Management. Our goal is to guarantee operational continuity, security, and compliance, allowing you to focus on your business without worries.

If you want more information about our support services, contact us today.