Ensuring the quality of a content management system (CMS) is not just a question of the software itself working correctly. It is also necessary to have regular updates that guarantee the security and modernity of the solution, as well as technical support that provides ongoing assistance with the operation of the system. In the case of ICEberg CMS 5, our approach is based on a comprehensive package that includes three key elements: updates, warranty and support. Each of these elements is distinct in nature and performs a specific function, justifying their listing as separate line items in the accounting documents.
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Updates - system evolution and security
Purpose of the update
Updates to ICEberg CMS 5 are not only about introducing new functionality, but above all about ensuring continuous improvement of security and compliance with the latest legal and technological standards. As part of the updates, our customers receive:
- Security improvements: Removal of vulnerabilities and strengthening of security against external attacks, which minimises the risk of data leakage or unauthorised access to the system.
- New features and automations: Introducing innovative solutions, such as integration with artificial intelligence-based tools, which streamline the system and enable the automation of many processes.
- Adaptation to changing regulations: Regularly updating modules so that the system is always compliant with current regulations.
Duration
As part of the implementation, our customers receive 12 months of full updates, ensuring that the system is constantly responding to new technological challenges and security threats.
Guarantee - a formal commitment to quality
What does the guarantee cover?
The guarantee is our formal commitment that ICEberg CMS 5 and the associated modules work correctly, meet the specified quality standards and correspond to the customer's order. As part of the guarantee, we provide:
- Repair of any defects found: If any defects are found concerning the operation of the system, its modules or the graphic template, the guarantee enables them to be repaired.
- Trouble-free functioning: The guarantee covers all aspects of the system - from the appearance of the website to the functioning of the administration panel and all elements of order fulfilment.
Guarantee period
The standard warranty period is 12 months from the publication of the service. After this time, it is possible to extend the warranty, allowing you to continue to benefit from formal protection in terms of product quality.
Support - technical assistance and advice on a daily basis
Scope of support
Technical support is a daily service that enables effective use of ICEberg CMS 5. Its main elements include:
- Technical Support: Resolving ongoing technical issues, such as configuring language versions, managing content or editing page structure.
- Editorial support: Advice on specific tasks, such as adding new subpages, introducing translations or modifying menus.
- Multiple communication channels: We offer support by email, telephone, SMS and via a ticketing system (e.g. Redmine), which enables a quick response to reported problems.
Why is support crucial?
Technical support allows for the ongoing maintenance and optimisation of the system's performance. It ensures that users do not have to worry about day-to-day problems - experts are on hand to provide assistance, training or advice on best practices for using the CMS.
Guarantee vs. Support - two separate instruments of protection
Different objectives and responsibilities
Although guarantee and support are two complementary areas of protection, their objectives are fundamentally different:
- Warranty
- Purpose: To ensure that the product meets specified quality standards and performs in accordance with the contract.
- Scope of liability: Covers the repair or replacement of the product if defects are discovered.
- Formal nature: The guarantee is set for a specific period (12 months) and is of a formal, contractual nature.
- Support
- Purpose: To facilitate the daily use of the system by providing technical support and advice.
- Responsibilities: Includes ongoing troubleshooting, consultancy and training to enable full use of the system.
- Dynamic nature: Support is an operational service, adapted to the current needs of the customer, with a focus on efficiency and user comfort.
Why do we separate these elements on the invoice?
The separation of warranty and support into separate invoice items is due to several important reasons:
- Precise definition of responsibility:
Each protection instrument - warranty and support - responds to different customer needs. The guarantee relates to protection against technical defects, while support enables the ongoing use of the system and optimisation of its performance. - Transparency of billing:
By separating these two elements as separate items on the invoice, the customer can see exactly what they are paying for. This transparency builds trust and allows for a better understanding of the scope of the service offered. - Complementarity and flexibility:
Although the two areas are related, their functions are complementary. The separation allows for a flexible approach to the customer's needs - in the case of product quality issues, there is a guarantee, while day-to-day support is a separate service module.
Summary
In the context of ICEberg CMS 5, the comprehensive 'warranty + support + updates' package provides the foundation on which we build long-term cooperation with the customer. Updates ensure that the system is always up to date with the latest technology and security, the guarantee formally protects the product from defects, and support enables the day-to-day effective use of the system. The separation of warranty and support as two separate instruments of protection is due to the need to define responsibility precisely and to ensure the transparency of settlements. With this approach, we can guarantee the high quality of our products and professional, comprehensive support, which translates into long-term, rewarding business relationships.
This article aims not only to explain the specifics of the individual elements of the package, but also to highlight the benefits of separating them - which ultimately results in greater transparency in cooperation and better protection of our clients' interests.
