Services

As one of the leading providers of software solutions for Global Trade, Supply Chain Management and Compliance Management AEB knows how important professional IT services are. But the professional IT services of AEB go far beyond the standard support. We offer a broad range of services in order to meet the various needs of our customers.

 

You are interested in a special service or have a question? 
Please do not hesitate to contact us.

Business process support
Application Management
Application Operation
Applikation Support
Application Base Services
Database management
IT Infrastructure
Business process support

Definition of Standard Business Processes

Together with you, we define and document business processes relating to our software. This will be beneficial for you if you want to participate in a certification measure, validate your system environment or create test forms for change processes. In workshops, we recognize processes, classify them (core business process, subprocess, secondary process, etc.) and document them according to your requirements e.g. in UML.

Data extract

The creation of standard data extracts that contain data from your global trade process. A data extract is generated from your archived transactions. The archived data is usually available one to two days after ATLAS processing. 
You can then generate meaningful statistics yourself and are prepared for possible tax audits or customs audits. Data extracts are possible for systems hosted in the AEB data center.

System Audit (once-only)

In many occasions, customers express to AEB their wish for a system audit. You may need to request an audit in order to assess a specific situation (state of your systems). You may also have requested an external assessor to do it for you. In any case we will be glad to perform this system audit (once-only) with you.

System Audit (annual)

In many occasions, customers express to AEB their wish for a system audit. You may need to request an audit in order to assess a specific situation (state of your systems). You may also have requested an external assessor to do it for you. In any case we will be glad to perform this system audit (annual) with you.

Label Service

A team of professional consultants is at your disposal to support your business processes with the matching printers and labels. Our main focus is quality and reliability, also when it comes to our hardware. We have chosen the best paper for you in order to avoid costs resulting from poor paper quality. Cooperation with transport service providers: the paper has already been approved and certified by UPS. This means, you don’t need any acceptance procedures with UPS anymore when using our labels and software. DHL almost always grants our paper bar code reading quality standard A.

Individual support and online seminars

The standardized web applications from AEB let you organize your business processes in the Customs Management and Trade Compliance Management areas quickly and easily. You can easily learn the necessary skills to use your solution. When you receive your login information, we will also provide you with some tips to get familiar with your applications. 

Nevertheless, there may be situations in which you wish for more support – be it when you start using new functionalities, during holiday season, or when trained employees are not available at short notice. Routines for operating the solutions can be practiced: The present service is tailored to help individuals or small groups find answers to open questions in an online format while playing through and establishing processes step by step. Turning insecurity into confidence.

Application Management

Change Management Workshop

Together with you, we will define processes for system changes such as upgrades but also configuration changes or adjustments to the master data. Our principle: As cost-efficient as possible with the least risk for production, while focusing on the ITIL process framework.

System Documentation

In the course of the project AEB mostly relies upon a business requirements specification to start installing your solution. A system documentation may be additionally created by the end of the installation if desired. AEB usually documents separately any requested extensions of your solution but does not include them in an existing documentation. You may need a comprehensive system documentation as part of quality management measures or due to an upcoming certification. In such cases we can put together existing information on your extensions and provide you with one consistent documentation.

Release Management

AEB assumes the release management of your AEB applications. The release management includes tying up a software package from different sources, including the necessary tests. As a further step, the created package can be rolled out in accordance with the agreed change process (update service).

System Vitality Check

Just like any other system, the operation of ASSIST4 requires a certain degree of maintenance. AEB also offers this maintenance for those ASSIST4 systems which are operated in your infrastructure.

User Coaching

We’ll come on-site and look over the shoulders of your users working with AEB software, providing them with useful tips and tricks at the workplace. All the users generally learn the basics in our trainings. Potential for optimization, however, is usually identified during the actual day-to-day business, e.g. by using the assistant or setting up initializations, which is why we suggest checking this knowledge after a while.

ATLAS Consulting

Our ATLAS specialists will be happy to advise you on the new ATLAS releases. We will answer your specific questions e.g. special constellations in the area of the new functionalities.

System Checkup

An AEB employee comes to your company and checks the current status of your ASSIST4 environment, gladly together with your key users. This joint check of your system is used as an opportunity to set up smaller automations, exchange tips and tricks with your users and question existing business processes. In addition, we check your data and suggest improvements that may be implemented immediately during the on-site visit depending on the circumstances (e.g. setting up delete batches etc.).

Application Operation

Sending/Receiving E-Mails

E-mails have become de rigueur in day-to-day business. AEB enables you to not only send e-mails but also receive answers from within your solution - whether you exchange status updates or freight quotes with your transport service provider, have the customer send you the entry certificate or your vendor his supplier's declaration.

Sending e-mails from ASSIST4

We install our e-doc module in your system. This module enables you to send documents as an e-mail directly from ASSIST4. You may want to send them to your customer or a supplier. We define together your requirements for sending e-mails and perform technical installation and configuration of the e-doc module.

Periodic update service

At a quarterly basis, we assume installation of standard service packs and releases based on agreed rules (arrangements, jointly defined change processes, deadlines, release calendar etc.).

Once-only update service

We once-only assume installation of standard service packs and releases based on agreed rules (arrangements, jointly defined change processes, deadlines, release calendar etc.).

Update Service: Test System Refresh

We create a copy of the productive database and install it in the test environment. We make sure that all settings such as batches, folder structures etc. are retained and there is no impact on the production environment.

System Monitoring Setup

Critical system processes must be monitored – we will be happy to handle this for you. Through the use of specific software, we send you information and alerts via e-mail or text messages to pre-defined groups. Other actions, such as starting services automatically, are possible.

Unterstützung Systemdesign

Would you like to use ASSIST4 at your premises and therefore need an optimal integration into your existing systems? We scale and dimension your system landscape. To ensure that your processing power and system stability are in the right proportion to the applications you are using.

Applikation Support

Support (Hotline Service)

If you have any questions regarding the AEB solutions being used, we will be happy to support you over the phone on German working days between 8:00 a.m. and 6:00 p.m. You can reach our hotline at +49 711 72842-110. Our experts will gladly assist you – whether your questions refer to our software or processes e.g. in customs management. Our support is based on ITIL, we therefore offer a multilevel support which includes "Incident Management" and "Problem Management" and which doesn’t end until a final solution has been found.

Extended support

We will gladly assist you even beyond our support hours. Support services can be extended depending on your individual requirements. It makes no difference whether you require 24/7 standby, whether you wish to have a separate team of specialists with an individual phone number or whether you would like to have additional technical support. We will be available for you.

Extended Support: Warehouse Management System

Warehouse processes are complex and multilayered. AEB solutions may help you optimize them not only using a software but also relying on an excellent support - to the highest standards and tailored for your needs. 

AEB offers you an extended support for your ASSIST4 Warehouse Management System which goes way beyond the standard in terms of content, technical knowledge and expertise, ensuring seamless operation of your systems after go live. Our highly experienced and knowledgeable service team will be happy to assist you with any technical or non-technical question you may have.

Extended Support: Standby Services

We will gladly assist you even beyond our support hours. Support services can be extended depending on your individual requirements. These include our standby services.

Extended Support: Configuration

Support for your ASSIST4 configurations is not included in our standard support offering. If you have any questions regarding the AEB solutions being used and your configurations, we will be happy to support you on German working days between 8:00 a.m. and 6:00 p.m. Our experts will gladly assist you – whether your questions refer to your software or processes e.g. in customs management.

Content Service: Master File Data

Business processes supported by the AEB software are subject to ongoing changes. Some of the master data changes often and the quality of a system relies on the quality of master data maintenance. This is why AEB, with its experts, offers updates of various master data. 

Master file tables are available for download from the customer portal and can be downloaded as often as you want. Subsequently you can import them into ASSIST4 via the import functions.

Quotes Maintenance

The structure of agreements (quotes) of transport service providers is very different. Quotes are often designed very individually. Adjustments made by transport service providers to match the needs of their customers lead to modifications of zones, service types and the like. 

This makes it difficult to have a standardized data transfer of the quotes, all the more because the structure of the agreements of the transport service providers may vary even for one and the same service provider (depending on the depot and the like). 

Therefore, the entry of quotes into ASSIST4 is solved in a very flexible way. This flexibility makes it necessary to manually implement the quote structure into ASSIST4.

Annual Conversion of Commodity Codes

At each turn of the year (rarely during the year) modifications to the statistical commodity codes (8-digits) and customs tariff codes (11-digits) are made by the authorities. Codes can be added, deleted, replaced by others or changed. 

The codes are available in ASSIST4 in different master file data and should preferably be changed automatically. After the changeover, you receive a changeover log listing the remaining need for action which may be necessary.

Setting Up Clients

The AEB installations in the computer center run according to a client concept. This means, you can separate data for several companies or departments. This way subsidiaries can be set up as individual clients, for example. 

It is possible to only provide users with their client's data. In addition, certain pre-defined settings are determined based on the client. The client is not of importance for satisfying legal customs requirements, even if data, for example authorizations, are stored with the selected client. 

Master Data Maintenance: Routing Data

Up-to-date routing data is the basis for a smooth cooperation with courier and express services as well as with forwarders. Routing data which is not up to date may lead to longer delivery times of your packages. Therefore we offer you to enter your routing data into ASSIST4 within a maintenance window.

Rights Administration

Your software solution is subject to constant changes and grows according to your requirements. These changes also become obvious in the administration of rights. New roles and processes are added, workflows and external conditions are changing or the responsibilities of individual employees are extended. Therefore AEB can support you in the area of rights administration if needed. You can define the requirements for this AEB service. Your requirements could be as follows: 

  • AEB defines new user rights in the application according to your specifications and rolls them out to the existing users 
  • AEB defines and creates new user groups in the application according to your your specifications. The existing users or user groups are administered according to these specifications 

User Administration

Your software solution is subject to constant changes and grows according to your requirements. This becomes obvious especially in the area of user administration. New employees are added, new workflows and release processes are defined or other conditions are changing. Therefore AEB can support you in the area of rights administration if needed. You can define the requirements for this AEB service. Your requirements could be as follows: 

  • AEB sets up the users according to your specifications and assigns the rights which you have defined. 
  • AEB adds users to the required rights and to-do groups. 
  • AEB checks user-specific logs for errors and alerts. Depending on the agreements made with you, the required steps are then initiated. 
To ensure that the service matches your needs and processes, the necessary specifications, e.g. nomenclatures, need to be defined and documented during a joint initial workshop.

Document Adjustment

AEB creates documents matching your individual needs. You have the choice as to whether you want existing documents to be changed or if you want us to create new documents together with you.

Application Base Services

Installation Support: Server Components

AEB installs all your server components from operating system to virus scanner and optimizes their interaction

Installation Support: Peripheral Devices

AEB installs your peripheral devices such as printers, scales or scanners and optimizes their interaction with AEB applications.

Escrow

AEB transmits the source code of your software, including all customizations made for you, to a certified escrow business. In addition to secure data storage, AEB’s escrow service includes verification by the custodian that the source code is fully functional, since source code has no value unless it can be read and executed. 

The process of creating the source code copy can be audited upon request. The service includes two updates per year, each with a standard initial check.

Database management

Database Installation

We take over the installation and configuration of your database.

Database Administration

We act as a DB administrator on your behalf - taking this responsibility off your shoulders.

Database Checkup

Our database experts may check the general state of your Oracle or MS SQL database upon request. They then decide at which intervals further checks should be performed. After each check you will receive a result statistic including an analysis but also suggestions on how to optimize your database. 

Small modifications which can be performed during operation hours are included in the service. This may include for example expanding DB files or rotating log files

IT Infrastructure

Remote maintenance

Implementing a functioning remote maintenance connection is a key aspect impacting both the implementation phase of your solution and the subsequent smooth operation - thus contributing to shorter project times and faster troubleshooting in case of a problem. 

In addition to the standard remote maintenance, we offer several options for remotely connecting to your system. We support you with the implementation of a remote maintenance connection between you and the AEB. Your policies and standards guide us in selecting, installing and / or setting up the appropriate tools.

Remote maintenance - Extended

Implementing a functioning remote maintenance connection is a key aspect impacting both the implementation phase of your solution and the subsequent smooth operation - thus contributing to shorter project times and faster troubleshooting in case of a problem. 

In addition to the standard remote maintenance, we offer several options for remotely connecting to your system. We support you with the implementation of a remote maintenance connection between you and the AEB. Your policies and standards guide us in selecting, installing and / or setting up the appropriate tools.

Server Migration

We describe a server migration as the procedure by which AEB moves software components from one server to another. E.g.: operating system upgrade from Windows 2003 to Windows 2008 server. This also affects all software components like ASSIST4, ACMS or the Compliance Engine and obviously any corresponding databases. Our support extends up to the point that we even perform all the tasks related with the migration of your Open FT software (responsible for connecting with the customs), although this software is a thirdparty product.