Maintenance Support
The Program
The maintenance support program includes:
Specific support needs are defined and provided under this agreement. The contract rate provides no-charge, unlimited support during regular business hours.
Onsite consulting services are available upon request, but are not covered under the standard maintenance support program.
Priorities
Support is prioritized as follows:
Standards
The maintenance support program includes:
- Updates
- Unlimited online support
- Troubleshooting and fixes
- User, peripheral, and other setups
- Catalog imports
- Customized forms
- Report enhancements
- Custom industry-specific enhancements
- Monthly software upgrades for new features
Specific support needs are defined and provided under this agreement. The contract rate provides no-charge, unlimited support during regular business hours.
Onsite consulting services are available upon request, but are not covered under the standard maintenance support program.
Priorities
Support is prioritized as follows:
- Top priority is given to a customer whose system is inoperable. Any resources required to satisfy the needs of this customer are applied immediately.
- Customer system is operational, but users are experiencing problems. Support is prioritized in relation to the severity of the problem.
- Further training is needed or new requirements are identified such as expansion of number of users, customization or additional modules. A meeting is scheduled to discuss, define, price, and provide the appropriate solution to this need.
Standards
- Every attempt is made to support customers by email, phone, and/or web meeting to save on travel costs.
- Every attempt is made to provide an available solution before custom programming is considered.
