CRITICAL SYSTEMS OPERATION SUPPORT

What is TAM service, and how does it differ from traditional manufacturer product support?

Many companies make the mistake of only turning to experts when problems arise. Standard Support is an excellent tool for fixing software bugs, but it has one important limitation: it is reactive. It kicks in when the problem already exists, and often requires contacting unknown engineers through a global ticket management system.

In contrast, ULX TAM's service is personalized and proactive. We are not only familiar with the software, but also with our customers' specific IT environments, business goals, and the working methods of their employees.

The main pillars of the service:

  1. Dedicated team of experts: We assign a designated technical contact person to each of our customers. The customer's specialist does not have to talk or correspond with an anonymous operator, but with an engineer who is familiar with the specific architecture, any previous incidents, and unique configurations and characteristics.

  2. Guaranteed SLA levels: The service is based on strictly defined availability and response times. In the event of critical errors, our engineers are able to respond to problems immediately, and in all cases, troubleshooting begins within the response time specified in the contract, which is available 24/7.

  3. Local knowledge and environmental context: Unlike manufacturer support, we see the whole picture. We know how individual systems are connected to each other and what specific requirements (e.g., security) need to be met—we know our customers. This situational advantage drastically reduces the time needed for root cause analysis and solution development.

Why can TAM services be strategically important?

1. Proactive risk management (prevention before repair)

As part of the TAM service, we even perform regular health checks. Our experts analyze system logs, monitor performance data, and make recommendations for fine-tuning before an actual error causes downtime. We continuously monitor security alerts (CVE) and recommend dangerous and relevant updates and fixes for the given environment, thereby supporting the quick and risk-free closure of security gaps.

2. Knowledge transfer and professional mentoring

TAM is not just an external service, but ideally an extension of the customer's operational teams. If requested by the customer, we hold regular technical meetings to discuss technological innovations and the product roadmaps of the manufacturers we represent (Red Hat, EDB), and we help develop internal competencies. This way, our customers get first-hand information about technological changes (e.g., version upgrades) and can avoid technological dead ends.

3. Escalation channel to manufacturers

Although we resolve the vast majority of problems locally, in certain cases it may be necessary to involve the software manufacturer's developers. As part of the TAM service, our customers enjoy priority through ULX. If requested, we manage manufacturer error tickets, translate the local problem into the manufacturer's language (both literally and figuratively), and manage problem resolution through global support processes.

Flexible designs to ensure critical operation

We know that every company is different, so we offer our TAM service in different packages, tailored to the criticality of the systems:

  • Normál munkaidő alapú támogatás (5x8 vagy 5x10): Ideális konstrukció olyan fejlesztési és tesztkörnyezetekhez, illetve kevésbé kritikus üzleti alkalmazásokhoz, ahol elegendő, ha a problémák megoldása és a szakértői hozzáférés munkaidőben történik.

  • 24/7 continuous support: 24/7 availability means the highest level of security for our customers. Our team of engineers (including dedicated specialists) is available 24 hours a day, every day of the year, ensuring that even the most serious faults are rectified with extremely short response times.

  • Custom SLA: We understand that our customers often have specific requirements, so we offer the option of tailoring our services to meet individual needs, in line with the customer's internal business processes and risk classifications.

ULX is the guarantee

We have been working with open source code for large companies for 25 years. During this time, we have learned that technology is only valuable if it works reliably. With our TAM service, we don't just give you a phone number, we give you peace of mind: the feeling that no matter what unexpected situation arises, one of Hungary's most skilled and experienced teams of engineers is behind our customers.