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InCustody Core & InCustody Plus+ JMS <br /> WARRANTY & SUPPORT & MAINTENANCE <br />6 | 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 />• Recommendations for enhancements on system changes <br /> <br />ATIMS will make every effort to provide a problem resolution within the stated Service Resolution <br />time goal. Software remedies shall be reviewed and accepted by ATIMS. <br />MONITORING TOOLS (REMOTE ACCESS CAPABILITIES) <br />The ATIMS JMS integrates with Enterprise monitoring tools that the agency employs (eg., <br />Microsoft System Center or similar APM tools from CA, New Relic and other vendors). These tools <br />allow notification of support staff in case key parameters (CPU, memory, swap file, etc.) fall below <br />predetermined thresholds. <br />For remote access and support, we typically have VPN connectivity to client environments. <br />Specific details are defined as part of implementation, consistent with agency’s security policies <br />and CJIS Security guidelines. <br />DOCUMENTATION <br />Electronic documentation is provided within the ATIMS JMS software via the Reference button. <br />This documentation is updated to ensure the incorporation of new JMS features and functionality <br />via version releases is included. Hard copy documentation is created during implementation <br />geared specifically to the Agency’s workflow and wizard step process. These module guides are <br />used during staff training and are provided to the Agency in electronic format for editing and/or <br />distribution. Documentation that is Agency created/edited can be stored in the Reference <br />section of JMS and can remain there as long as the Agency needs; it will not be affected by JMS <br />updates.