SERVICE OVERVIEW

OpenText Optimize Assist Program
OpenText has a range of services to assist customers in maintaining business
continuity and responding to changing business needs

Ensuring system
availability

Making sure the right level of people and resources are inplace to deliver optimal performance and availability fromEnterprise Information Management (EIM) systems is no easy

Supporting andexecuting proactive
maintenanceactivities
Delivering expert
advice whenrequired
Maximizing thevalue of OpenText
solutionstask. Many organizations need additional skills and resourcesto accelerate and streamline their digital business journey. TheOpenText Optimize Assist Program provides that expertise andservice support with a fully personalized program.
The OpenText Optimize Assist Program has been created to help customer’s
IT teams operate and maintain their OpenText solution with fast and effective
incident resolution.
OpenText platforms are a core part of many businesses, performing critical anddemanding tasks. Customers managing their own systems may at times benefit
from the extra expertise that OpenText brings as the developer of that software.
This means less pressure on internal resources, and a reduction in incident
response times.
The Optimize Assist Program provides a mixture of proactive services, personalized
guidance and IT personnel with just the right level of support.
Customers can speak to the team about a fully managed service if a higher level of
support is required.

Choose a level of support"The benefit of theOptimize Assist or Managed Services

OpenText Optimize

Service programs with a tailored approach designed to deliver continuity andstability for on premises/off cloud, cloud, and hybrid environments

Program has been
immeasurable, we haveagility, flexibility, andaccess to the very best
resources, who often go

ASSISTSERVICESMANAGEDSERVICES

OpenText experts
assist your IT teamto manage
the system

OpenText experts
monitor and manage
the system on
your behalf

vice Level
Serabove and beyond thecall of duty."
Magnus Gerber
Head of Operations Solutions
Pension Protection Fund

"Since using the OpenText
Optimize Service Program,

The Optimize Assist Program meets individual business needs by being both flexible
and cost effective. The benefits of the Program include:the number of IT incidents

Ensuring system availability

has decreased by 80• Agreed service response times• Faster resolution of incidents leading to reduced number and severity of follow-on
incidents

percent."
Lukas Pischala
Senior Technical Manager,
IT Business Processes,
Information & Marketing
OSRAM

Supporting and executing proactive maintenance activities• Improved stability and reduced downtime• Providing IT resources that look after the needs of customers globally
Delivering expert advice when required• Advanced technical expertise• Accountability and innovative problem solving from the OpenText team thatdeveloped the product
Maximizing the value of OpenText solutions• Improved user satisfaction and user adoption• Dedicated Service Manager who will provide advice and guidance
Optimize Assist Services are fully customizable helping customers achieve businessresilience and continuity.

What is included in an Optimize Assist Program
The Optimize Assist Program includes core essential services for OpenText tosupport a customer’s EIM needs. Customers can add to these by selecting key
services from the Optimize Assist Program Service Catalog according to their
specific business needs and requirements.

OpenText Optimize Assist Program

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Optimize Assist Program Core Services include
Optimize Assist Program
Managed Services
Consulting Services
Learning Services• Onsite/Remote Technical Assistance (pre-planned flex days) to resolve
complex issues or to take over maintenance and support activities in case oflimited availability of customer’s staff• Incident Trend Analysis to identify issues, trends and determine potential areas
for future problem management• Service Manager as a single point of contact and accountable for the service
and customer satisfaction with a Private Optimize Assist Program Workspace tomanage and facilitate all communication and reporting between OpenText and theCustomer (active throughout program term)• Site Inventory to ensure asset, CI (Configuration Item) and CMDB (ConfigurationManagement Database) documentation is current to allow for fastest intervention
possible (once per program term, with updates)
These core services and the additional key services below are defined in greater
detail within the Optimize Assist Service catalog.

Additional Services available to be added to the Optimize
Assist Core Program• Business Administration• Staff Augmentation• Application Support• Operational Readiness Assessment• Standby Expert Support• Monitoring• Patch Management• Upgrade Assessment• Upgrades• Environment Alignment Assessment• Health Check Service• Disaster Recovery Review• Capacity Planning Service• Performance Optimization
Customers who are looking for a fully managed service environment for their EIM
applications should contact the Managed Services team to discuss further.
For more information: profservices@opentext.com

opentext.com/contact
Copyright © 2023 Open Text. All Rights Reserved. Trademarks owned by Open Text.
For more information, visit: https://www.opentext.com/about/copyright-information • 01.23 | 22009.EN

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