What is it?
You have business needs that should be met with a software solution, but that software doesn’t exist. What to do? Turn to GTIS’ Custom Software Development Service. With a proven track record of professional software design and a deep understanding of the unique needs of organizations in the language development and Bible translation space, our developers can create a custom software product for you. Our products can be closely integrated with existing systems, and are designed with long-term support in mind.
Who is it for?
Any organization in the Bible translation movement.
What GTIS Does
We agree to engage and evaluate your needs and help determine if a custom software solution is appropriate and if we are best suited to provide that solution. We will work iteratively with you to ensure the solution delivered meets your needs and expectations.
The Service Provider is responsible for:
- Software development
- Infrastructure operations
- Issue resolution
- System uptime
- Overall security
- Escalated end-user support
What You Do
GTIS employs the Agile software development methodology. This process is iterative, and requires the participation of an “Engaged Product Owner” for the duration of the project – possibly on a daily basis. After the client provides a set of problem statements and their thoughts about how those problems could be solved, the development team will design and build a Minimum Viable Product, or MVP. This product will test the design team’s solution hypothesis, and the Engaged Product Owner will provide feedback that will inform the next development and assessment cycle. This cyclic process will continue until the final product is delivered.
The Customer is responsible for:
- End user training and communications
- First level of end-user support
- Responding to communications from Service Provider in a timely manner
- Providing ongoing feedback and suggestions to Service Provider on how to improve service.
Uptime - 99.95%
99.95% uptime, or “three and half nines”, translates to about 22 minutes of downtime per month. GTIS has designed and architected the system to exceed this level, but will measure uptime SLA based on 99.95% as measured by a third party monitoring service. GTIS cannot guarantee this uptime, but 99.95% is the service level goal and intention that SIL GTIS has designed this system to meet. SIL GTIS will make a best-effort attempt to meet these goals.
Historical as well as links to real-time uptime metrics is available on status page: http://status.sil.org
Service Provider will make a best effort attempt to resolve end-user impacting issues as quickly as possible.
Updates that affect the end-user’s experience will be communicated to all Customers at least one week in advance. Customers may request a reasonable delay to ensure no impact to other business operations occurring during the change period.
Updates including enhancements, bug fixes, and security patches which do not affect end-user experience may be made at any time. Customers will be notified of any notable updates after they are completed.
Urgent issues that may or may not affect end-user experience may be made at any time. Follow up communications will be made to notify Customers of the change and status of resolution.
Our applications are designed to experience zero downtime during an update. It is possible for some types of updates to experience a few minutes of downtime though and if any downtime is expected during a release it will be communicated as part of the announcement.