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InCustody Core & InCustody Plus+ JMS <br /> WARRANTY & SUPPORT & MAINTENANCE <br />2 | P a g e C O N F I D E N T I A L / P R O P R I E T A R Y Updated 1JUN2021 <br /> <br />• Software upgrades and updates (version releases) <br />• Customization and Enhancement Support (total hours as specified in the Annual <br />ATIMS Client Support Table) – this is a recommendation from ATIMS and hours/price <br />can be adjusted (up or down) to meet the client’s need <br />• Training Support (total hours as specified in the Annual ATIMS Client Support Table) – <br />this is a recommendation from ATIMS and hours/price can be adjusted (up or down) <br />to meet the client’s need. <br />Support requests outside the original scope of work or Annual ATIMS Client Support hours/total <br />available price can be provided by ATIMS technical staff at the standard billing rates included in <br />the Support & Maintenance Agreement in the Appendices. <br />Hardware: ATIMS does not typically procure hardware unless required by the agency and <br />included within the contract. The hardware vendor is responsible for all warranty, support and <br />maintenance of hardware. <br />SUPPORT - CUSTOMER / TECHNICAL <br />ATIMS provides a 24/7 phone hotline as well as a support email address. The email is monitored <br />and responded to during regular business hours by two U.S. based ATIMS help desk staff; while <br />the hotline is answered 24/7. ATIMS maintains a full complement of professional staff to support <br />our JMS implementations and follow-on customer and technical support. There is a team of 10 <br />engineers that work on new development as well as outstanding issues. Any technical issues that <br />are discovered during development or implementation of enhancements are tracked and <br />maintained by the ATIMS Project Manager utilizing our tracking software, JIRA. Any issues that <br />come up after Go Live are tracked through the Customer Support team. All ATIMS JMS associated <br />issues (or bugs) are tracked through JIRA to ensure consistency. <br />ATIMS will provide telephone, email and on-site support to maintain the products and other <br />solutions / customizations provided by ATIMS. Remote diagnostics will always be the first course <br />of action to resolve an incident or technical assistance prior to an on-site visit being scheduled. <br />If a problem occurs which significantly impacts the customer’s usage of the licensed product and <br />the issue remains unidentified or unresolved either by workaround or permanent correction after <br />the customer has followed ATIMS prescribed actions, ATIMS, at our discretion, will make available <br />a support technician at the customer location during regular Business Days and Hours, 8:00AM – <br />5:00PM Pacific Standard Time, Monday through Friday, excluding ATIMS holidays. ATIMS’ Holiday <br />Schedule will be provided at the end of each year for the following calendar year. ATIMS