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As a result of the long-lasting relationship to our customers and the offshore development since 1994 in our subsidiary, Galilei Software GmbH has developed a pragmatic way of global customer support. Easy and flexible reaction to satisfy the needs of the customers and the market are the kernel of this concept. The concept is based on five fundamental mainstays: (1) The Reference Platform (2) The Upgrade Program (3) The Import and Export Functions (4) The Downloading Platform (5) The Support Database

The reference platform offers secure access to a copy of the customers application and to an anonymised version of his database. The reference server is hosted either by the Galilei Software Data Centre or by the customer’s own data centre. The access for the involved EDP staff has to be provided.
Program updates and database upgrades can be simulated in a customer specific environment before downloading and running them in the productive system. User sessions on the reference platform can be mirrored by the support staff of Galilei to avoid any source of misunderstanding while solving some problems.

The upgrade program allows incremental database upgrades of more than 100 upgrade iterations. Apart from upgrading the database structure it will also perform various tests on the database, such as statistics, in order to optimise the performance of the database.

The module framework of GHS and GCRS comprises a report generator and template generator which allow the user to access the database and create his own reports. But, there is program and event-driven output through forms and through documents as well. This output can be customised by the means of so-called definition editors. The definition files created by this editors control the content (fd-files) of the output in contrast to the report generator’s qrp-files, which control the layout of the output. The definition files can be very complex. Therefore, Galilei has implemented an import and export routine as well as a copy routine, which reduce the updating work on every change of the output to a minimum.

The support database contains a knowledge base as well as all development calls, which are differentiated in open and closed calls. The customer can see on-line whether his request resulted in an open call, and he can follow the call in its different stages of development until the call is closed.