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Warranty & Maintenance Support Version 2.5 Guidelines & Options <br />0 Table of Contents <br />1. INTRODUCTION ................................................................................................. ............................... 1 <br />2. <br />SYSTEM CUTOVER - WARRANTY / MAINTENANCE ................................... <br />............................... 2 <br />2.1 WARRANTY CERTIFICATION ........................................................................................... <br />..............................2 <br />2.2 ACCOUNT MANAGEMENT ............................................................................................... <br />..............................2 <br />3. <br />THE CLIENT SUPPORT CENTER ...................................................................... <br />............................... 3 <br />3.1 SUPPORT GUIDELINES .............................................................................................. <br />..............................3 <br />3.1.1 Methods for Contacting the CSC ............................................................ <br />..............................3 <br />3.1.2 Prioritizing TSRs ..................................................................................... <br />..............................4 <br />3.1.3 Technical Service Request - Reporting Procedures ................................ <br />..............................5 <br />3.2 EMERGENCY AFTER HOURS ASSISTANCE ....................................................................... <br />..............................6 <br />4. <br />BASIC SUPPORT .................................................................................................. <br />..............................7 <br />4.1 CALL LOGGING- COMPUDYNE CLIENT SUPPORT SYSTEM ( CCS) .................................. <br />..............................7 <br />4.2 MONTHLY STATUS REPORTS .......................................................................................... <br />..............................7 <br />4.3 LEVEL 1 DATABASE ADMINISTRATION (DBA) SUPPORT ................................................ <br />..............................7 <br />4.4 LEVEL ISYSTEM ADMINISTRATION SUPPORT ................................................................ <br />..............................8 <br />4.5 VERSION MANAGEMENT PROGRAM ................................................................................ <br />..............................8 <br />4.6 COMPUDYNE WEBSITE( WWW. TI BURONI NC. COM) .......................................................... <br />..............................8 <br />4.6.1 CCS Self Service ..................................................................................... <br />..............................8 <br />4.6.2 CSC Discussion Forum ........................................................................... <br />..............................9 <br />4.7 COMPUDYNE USER GROUP ............................................................................................. <br />..............................9 <br />4.8 PRODUCT STEERING COMMITTEES .................................................................................. <br />..............................9 <br />• 5. <br />OPTIONAL SUPPORT PROGRAMS ................................................................ <br />............................... 10 <br />5.1 24 X 7 SUPPORT FOR ADDITIONAL COMPUDYNE SYSTEMS .......................................... <br />............................... 10 <br />5.2 DATABASE ADMINISTRATION (DBA) SERVICES .......................................................... <br />............................... 10 <br />5.3 SYSTEM ADMINISTRATION SERVICES .......................................................................... <br />............................... 10 <br />• <br />CompuDyne — Public Safety & Justice, Inc. December 1, 2005 Page i <br />