Support: helpdesk, assistance and software maintenance
We take care
At 4Science we take care of your issues, from urgencies such as security or outage problems to functional failures, from database to configuration changes, from new requirements to simple helpdesk questions.
Silver, Gold and Platinum SLAs
We provide different levels of maintenance, according to your needs and budget: Silver, Gold and Platinum Service Level Agreements are available for monthly and yearly contracts. Multi-year agreements are also available at a discounted price. SLAs typically include helpdesk, bug fixing, upgrades, customization and fast functional development. SLAs may also include LTP features if requested (see also Advanced Services).
Trouble ticketing and support system
Assistance may also be purchased as package or pay-per-use deals (e.g. 50-hour or 100-hour packages). The trouble-ticketing system, based on Jira Service Desk, an ITIL-certified system by Atlassian, makes it easy to request help, track progress on issues, monitor usage and produce reporting. Real-time chat and remote video call system are also available to solve the most urgent and/or complex questions.
Consultancy: analysis, design, project planning, training
At 4Science we have a long and extensive experience in setting up institutional and disciplinary repositories, research information systems, and complex IT projects for research governance and digital libraries.
We support your project
Our experts, project managers, and engineers are the best consultants to support the analysis of your requirements, the design of specifications, and to support your staff in the planning and management of your project.
Our domain experts come from previous experiences in universities, libraries and archives, and are able to transfer to your staff all the expertise to deliver a successful service to your users. Both on-site training and remote interactive session hosted on our professional Video Conference System can be organized to fit at best to your schedule and budget.
Standard services: installation, configuration, data management, upgrades
We can install and deploy DSpace / DSpace-CRIS on your infrastructure, supporting your IT staff in preparing and running compliant environments both for pre-production and production, or manage the whole process. Version control and deployment are performed according to the community standards. Hosted solutions are also available (see Hosting).
Configurations and upgrades
We can support your configuration choices, guiding your staff towards an optimal exploitation of the application features, following a careful definition of requirements. The presentation layer can also be configured according to the desired look-and-feel. Your configurations will be ported to new versions during software upgrades.
Data migration, conversion, import
Do you need to populate your DSpace /DSpace-CRIS installation with data, full text and metadata? Get them from an older repository, a legacy database or from external services such as bibliographic databases, or map existing data into new formats: our team can support your technicians or perform these activities for you, based on procedures that save your time and money!
Advanced services (Integration, Customization, RDM, LTP, etc.)
If your institution has an HR information system, we can integrate it with DSpace /DSpace CRIS to share and synchronize staff information needed to identify researchers and other entities, such as organizational units, as authors and other authority-controlled lists. Other systems and database such as Ongoing Projects, Student Careers, Awards, Community services, OJS/OMP etc. can be integrated as well using APIs or other methods. When such information is not available elsewhere, DSpace-CRIS allows you to easily track and manage it in a centralized and effective way.
DSpace and DSpace-CRIS can work with your LDAP, Active Directory, Single Sign On solution like CAS or Shibboleth and other authentication system to provide a seamless navigation experience to your users. Authorization rules can be inherited from your systems.
Our team of expert engineers, DSpace Committers, DSpace-CRIS creators, are able to provide analysis, design and development of software customizations, to implement new features and services or to modify existing ones. All customizations are proposed for inclusion in the current open-source software release for the community, to reduce your future maintenance costs.
Reporting & analytics
4Science introduces advanced reporting and analysis capabilities to your DSpace and DSpace-CRIS installations. Multidimensional analysis, including bibliometric information where available, turns your data into information and this information into knowledge, e.g about the performance of individual researchers, departments and research groups, as well focus on funding, resources and efforts regarding the emerging and most characterizing research areas and topics for your institution. The DataMart can be shared with your existent Data Warehouse infrastructure to provide comprehensive analysis.
Research Data Management
At 4Science we introduced advanced features in DSpace-CRIS to build your Data Repository, that can run aside your Literature Repository or constitute an all-in-one solution. Some of the unique features introduced by 4Science that make DSpace-CRIS the perfect solution for data management are:
- Storage quota management for single user and groups;
- Integration with file-sharing services, whether commercial ones like Google Drive, Dropbox and/or local at your institution like OwnCloud to simplify deposit;
- Integration with Long Term Preservation solutions (see LTP section);
- availability of smart preview and analysis tools for tabular data and geospatial information from the CKAN solution (http://www.ckan.org);
- fast streaming of audio, video, and progressive zooming of high resolution images (e.g. medical, astronomy, etc.).
Cultural Heritage Data Management
With the experience of our Cultural Heritage specialists in 4Science we built a dedicated configuration of DSpace-CRIS that best suits the needs of a state-of-art cultural data management system. Uncover your content by thematic area, historical period, geospatial location, context and many other criteria offering the best user experience to visualize digitalized content in a fast (progressive zoom) and reliable (structured metadata) way. The platform follows the most recent standards and recommendations from the IIIF (International Image Interoperability Framework) about image delivery and presentation. Solutions to delivery video and audio content in streaming to all kind of devices, including mobile, are also available.
Long Term Preservation (LTP)
Your data are valuable. DSpace and DSpace-CRIS are compliant with the Open Archival Information System Reference Model (OAIS). At any time you can export of your data in the chosen AIP format. A full copy of the database and the relevant configuration files is included in the contract termination clauses. Where appropriate, additional effort can be put to enhance the LTP reliability and differentiate the LTP strategy. We can replicate the content of your repository to a secondary storage of your choice or integrate the system with enhanced solutions like the DuraCloud platform.
Hosting, Cloud, SaaS
4Science hosting services can be offered in different flavours and dimensions, all secure and scalable. Application management and database management are performed in trustworthy cloud environments, both at Amazon AWS and at iNebula (https://www.inebula.it/en/). iNebula is a society of the Itway Group (https://www.itway.com/), where also 4Science belongs. Itway is specialized in IT security: security is our main concern to make your installation and your data safe.
SaaS solutions are also available. The costs are mainly based on storage dimensions. The customers are owners of their data and their own configurations and can at any time request a copy for any purpose, including a change of supplier, in an AIP standard format or as a copy of the database and relevant configuration files, immediately reusable by new DSpace/DSpace-CRIS instances.
Do you trust a different cloud provider? Just let us know and we will work with you and the cloud provider to support the project on the environment of your choice.
You would like to manage the whole project with your technicians. 4Science can provide consultancy and full training for your technicians for set up and maintenance purposes.
You need some support for set up and migration and would like to manage the maintenance afterwards. 4Science can provide consultancy, installation, configuration, software migration, data conversion, training for administrators, training for technicians for maintenance.
You need full support for set up, migration and further assistance and maintenance (bug fixing, upgrades, configurations, helpdesk). 4Science can provide consultancy, installation, configuration, software migration, data conversion, maintenance, training for administrators, helpdesk.
And at any time we can help you to achieve project success through:
Additional service #1
All customizations are proposed for inclusion in the current open-source software release for the community, to reduce future maintenance costs.
Additional service #2
Connect the repository to your university authentication/login systems (single sign-on), HR (staff) information system and other relevant systems.
Additional service #3
Hosting, cloud services, SaaS, application & database management.