CIM - Committed Incident Management
The Committed Incident Management (CIM) system ensures that any software malfunctions experienced by the client are taken on and resolved in a certain time-frame.
The service offers workarounds or new versions of the software with definitive fixes installed.
It is also possible to guarantee installation in the production environment by using the VDM (Version Delivery Management) service in conjunction with CIM. Service levels can be personalised, including resolution time-frame or the hours of the service availability.
The CIM service can be activated separately for purchased software modules whereas it is automatically included when the SaaS service is active.