Services

Our Service is the Difference...

In addition to the ease of use, comprehensive features and increased productivity offered within KnowledgeXpert, it is our service that is the key factor why organisations choose the KnowledgeXpert solution. Our excellence in customer support together with the professional implementation services from our team of friendly & experienced staff will ensure that the transition to KnowledgeXpert is on time and on budget. Our comprehensive range of services includes:

• Project management & planning 
• Installation & integration services (onsite or remote) 
• Custom Development of Federated Search Connectors 
• Administrator and End User training (onsite or remote) 
• Software support services (application & technical) 
• Data conversion & migration 
• Custom development services 

infoXpert recognises that the best implementation of a new Knowledge Management system within an organisation requires the teaming of highly functional & robust software together with excellent implementation & support services.

Project Planning & Implementation   

The KnowledgeXpert Project Planning & Implementation service is the first important step in planning for the implementation of an integrated Knowledge & Content Management solution with eDiscovery & Federated Search. 

A Detailed Implementation Plan can be provided as a starting reference for the wide range of tasks that should be considered for the project. 

Optional Project Planning Services by qualified staff are available to assist with the design of a customised Project Plan to suit an organisation’s unique requirements and timeframe.  

We recommend that Project Plans designed by customer should include all tasks associated with the KnowledgeXpert implementation including resources, timeframes, hardware requirements, software requirements, system testing and training schedules. 

Project Planning is an important key for the “take up” of your new system. 

Project Management  

KnowledgeXpert Project management involves planning, organising and managing a project to achieve defined goals. The outcome is often a unique product or service. Our Project Team coordinates human and other resources to complete the project within a given timeframe and budget. The staff assigned to a project will generally come from different divisions and have varying levels of expertise. 

Our Project  Team have developed frameworks, tools and indicators to assist in the on-time and on-budget project delivery. Frameworks include resource management, scope definition, vendor reliability and risk analysis. Examples of project tools are critical path analysis, Gantt charts and work breakdown structures.  

During the course of a project, progress is constantly monitored and reported. Indicators, such as time to completion and number of tasks behind schedule, are used as interim performance measures. The overall measures of success are defined before project commencement and are evaluated shortly after completion. 

Installation & Configuration  

Onsite and remote installation of KnowledgeXpert is provided by qualified staff and consultants. Services available include: 

• Installation and configuration of KnowledgeXpert software & dependencies 
• Configuration of Federated Search connectors 
• Configuration of automated backup and disaster recovery procedures 
• Installation and configuration of Microsoft SQL Server RDBMS 
• Microsoft SQL Server RDBMS tuning 

Onsite Training

Onsite training of KnowledgeXpert is provided by qualified KnowledgeXpert Support & Training Consultants, with topics covering all aspects of the operation of KnowledgeXpert including: 

• Configuring system parameters (including assistance with setup)  
• KnowledgeXpert operation and navigation overview 
• KnowledgeXpert application training (includes setup, maintenance and searching)   

Ongoing Training Courses

The KnowledgeXpert Scheduled Training Courses offer the perfect opportunity for organisations to continue to build product knowledge, or assist with the training of new staff. Course topics and proposed schedule are generally advertised 3-6 months in advance. 

Software Support & Maintenance

KnowledgeXpert Software Support & Maintenance Services provides the following: 

• Access to Online Knowledgebase and Content Portal   
• Hotline Telephone Support   
• Online Support via Email and Online Request Forms   
• Regular Software Updates (Including Enhancements & New Features)   
• Remote Access / Diagnostics (via the Web using Remote Desktop)   

All support calls / requests are tracked by our Customer Request system – tracking all customer requests and faults, together with details from creation to final resolution, with facility for request escalation. 

To access the Customer Support & Content Portal, visit our Support page.

Extensive Connector Library
KnowledgeXpert is available with an extensive range of federated search connectors.

In addition to the standard connector library, customised search connectors can be built to connect KnowledgeXpert to other enterprise applications and online resources. For a list of available connectors visit our Features page.

Integration with Other Enterprise Applications

Integration between KnowledgeXpert and other software products is a key priority for our organisation. Our philosophy is that our KM should be viewed as an integrated, centralised solutioninteracting with other applications to ensure the efficient capture, storage and retrieval of all corporate knowledge without duplication across systems.

KnowledgeXpert can provide seamless integration with a wide range of Finance, CRM, Property, Administration, Library Management and GIS/Mapping products. We are able to provide custom development services to ensure that KnowledgeXpert can be tightly integrated with your existing business applications.

For more information on the Integration Services and API used for custom develop, visit our Web Services API page. 

For a comprehensive list of features and modules, visit our Features page.