Always-On Support for Operational Excellence
Protect your investment, maximize uptime, and free up your internal teams with Parsec Managed Services. Our certified TrakSYS experts provide 24/7 site-level support, proactive monitoring, and solution adjustments—so you can focus on running your operations, not troubleshooting them.
Minimize Downtime, Maximize Value
TrakSYS Managed Services keep your MES running at peak performance long after go-live. We offer:
24/7 service desk staffed by certified TrakSYS professionals.
Faster issue resolution with expedited troubleshooting and escalation.
Proactive system monitoring to catch and resolve issues before they impact production.
Clear incident reporting with detailed logs, resolution paths, and SLA tracking.
Optional solution adjustments to quickly address low-complexity site-specific enhancements.
Comprehensive Coverage for Your TrakSYS Solution
Comprehensive Coverage for Your TrakSYS Solution
Site-Specific TrakSYS Support
Incident Management & Troubleshooting
SLA-Tracked Resolution Times
Knowledge Transfer & Documentation Updates
Proactive Health Checks & System Reviews
What’s Included
Support Coverage
- 24/7 support coverage provided by TrakSYS certified professionals
- Service requests are raised via Parsec Support portal
Issue Troubleshooting and Resolution
- Triage and identify issues related to environment, network, and other issues affecting the TrakSYS solution.
- Apply tactical resolution as required to minimize impact of the production issue.
- Perform Root Cause Analysis and recommend strategic fixes. Note: Fixes can be implemented via Solution Adjustments.
Reporting
- Incident summary report summarizing the incident details, severity, tactical resolution and strategic recommendation (if applicable)
- SLA compliance reports
L1 Knowledge Base and One-time Training
- Checklist and how-to guide for client L1 teams to triage and address common support issues after initial knowledge transfer. This documentation is intended to minimize the number of L2 escalations.
- Ongoing updates to documentation and checklists.
- Parsec provides initial training to the client L1 support team.
Proactive System Health Checks & Monitors
- Proactive monitoring and alerting utilities for key metrics such as uptime, heartbeat, interfaces, latency etc. will be established either during implementation phase or the inception phase.
Solution Adjustments
(Add-on)
- Engineering services to implement minor enhancements and strategic fixes to site level production issues.
- Assist with deployment of solution changes to non-production and production environments.
What’s Not Included
Non-Parsec Environments
Examples include server hardware, OS, networking, printers, scanners and PLCs.
Non-Parsec Software
Examples include middleware, automation drivers/OPC, and third-party systems integrations (unless provided by Parsec as part of solution delivery).
Non-Parsec Solution Changes
Issues caused by changes to the underlying solution that are not made by the Parsec team.
Environmental & External Factors
Resolution-time commitments do not apply to issues caused by environmental factors or site-specific events such as power loss, equipment damage, or other conditions outside of Parsec’s control.
Database Administration
SQL Server redundancy, backups, security, re-indexing, or optimization.
Support That Scales With Your Needs
Choose from Standard, Premium, or Strategic service tiers to match your operational priorities.
Tier
Coverage
Incident Pooling
Solution Adjustments
Feature Category
Tier | Essentials
Standard
Ideal For
24/7 site-level coverage, limited included incidents
Incident Pooling
No
Solution Adjustments
Optional bucket of hours
Tier | Growth
Premium
Ideal For
24/7 coverage with more included incidents
Incident Pooling
Pooling across sites
Solution Adjustments
Optional bucket of hours
Tier | Premier
Strategic
Ideal For
24/7 enhanced response SLAs, pooling, more proactive checks
Incident Pooling
Yes
Solution Adjustments
Optional bucket of hours
Support plans are billed separately from TrakSYS platform subscriptions and can be added to any deployment tier.
Structured Support, Seamless Experience
From initial transition to ongoing support, our process ensures efficiency and transparency.
Setup & Transition
Ticketing, knowledge transfer, access provisioning.
Go-Live Handoff
Hypercare to managed services shift.
Ongoing Delivery
SLA-governed response and resolution.
Periodic Reviews
Reporting, health checks, and improvement recommendations.
Let’s Build Your Plan
We’ll help you create the right configuration—today and for the future.
