Support Questionnaire

Tell us what you need supported

Salem Automation has been an industry leader for over 30 years in legacy systems management and modernization, process controls automation, and custom software development. This questionnaire gives us a deeper understanding of your support needs and goals — so we can quote accurately, identify priority areas of concern, and start building a roadmap.

Takes about 10 minutes. Answer as accurately as you can — where you’re unsure, choose “Don’t know” and we’ll help you find the answer later. If a question doesn’t apply to your environment, choose “N/A” and move on.

Your Details

Full Name

Job Title

Company

Work Email

Phone

Country / Region

General scope of services

Where the systems live, what they run, and the level of support you’re looking for.

Are the systems located in a single or multiple geographic sites?

If multiple, how many?

Are the systems production, development, backup, or mixed?

Are the systems involved in manufacturing or other process controls?

Hours and response

Systems’ primary or hours of operation?

Desired level of support?

Desired support response time?

Will you require onsite support at any of your sites?

Will you be able to provide SAI remote access to your systems?

What is your target level of support required? (Check all that apply)

Run and Maintain OS and applications System Administration including User maintenance Database Support and Administration Cloud or Virtual Machine Support and Administration Hardware Platform Support Process Automation Controls Systems Support

Any other details regarding the General Scope?

Details of the Operating Systems

What runs on the systems today, who looks after them, and how they’re backed up.

Are startup/shutdown procedures documented?

Who currently handles user adds / changes / deletes?

How many users access these systems?

How do users connect to the applications?

Is there a support ticket process for OS errors?

Are there development / test machines in the environment?

Backup

Is a standardized system backup procedure in place?

If yes, are the plan and procedures documented?

Disaster recovery

Is a disaster recovery plan in place?

If yes, are the plan and procedures documented?

Are local or network printers used in the environment?

Are LAT / serial connections required?

Do the systems communicate with external systems?

Can you provide system inventory sheets for each node?

Can you provide current backups of system disks to SAI?

What is the name of the system?

What is the IP address?

What is the system’s function (development, spare, etc.)?

What emulator runs on which vtServer and what is the function?

Any other details regarding or known issues with the Operating System(s) to be supported?

Details of the Application

What the systems run, how it’s documented, and what sits underneath it.

Is functional documentation available for: (select all that apply)

Application use and operation Rebuilding the entire system, including applications Building / compiling application code changes Linux or Unix specifics None of the above Don’t know

Are changes made to the system regularly?

Is the application source code available and accessible?

Is a source code or version control system in place?

If yes, which one?

Third-party applications required on the platform

Are there batch processes running in this environment?

Databases

Are databases running on the system?

If yes, what type and version?

Are optimization / cleanup procedures in place?

Any other details or known issues with the applications or databases?

Details of the Hardware Platforms

The physical, virtual, and hosted kit that would fall under support.

Which hardware platforms need support? (select all that apply)

Physical servers / workstations

Virtual machines or hypervisors

Cloud hosted

Is there a support ticket process for hardware issues?

What group manages network connectivity to the applications?

Any other details or known issues with the hardware to be supported?

Confidential — your details are used only to scope your assessment and are not shared. See Salem’s privacy policy.

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