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Systems 2008 Systems & Software Support Program Guidelines <br />& Software <br />Certain Systems & Software Support Program Guidelines <br />Under the Systems & Software Support Program, customers will receive unlimited daytime phone, modem, <br />Internet, email and fax support for areas related to the operation of all licensed enQuestaT"' modules under the <br />supported version (i.e., the current version and the most recent release just prior to the current version of the <br />application) and, more specifically, for the business processes/ features which are accommodated by <br />enQuestaT"" applications that are already in production use as enabled through working with S&S, during an <br />initial orsubsequent engagement. enQuestaT"' applications may have the capacity or inherent functionality to <br />serve many business orcustomer-specific functions that may not be in production use within your organization. <br />If an organization decides at a later date to make use of a new feature or business process, this would be <br />clearly defined as "new" work which would be supported under a separate time and materials based contract, <br />not "how-to" support for an existing business process. <br />This support is limited to operators who have been trained by S&S personnel or other certified trainers under <br />"Train the Trained', "Train the Key PersonneP', or "Train the Super Users" concepts, and who have ownership <br />for and a clear understanding of the applications and issues for which they are requesting support on the <br />current enQuestaT"" release. Support activity via the Customer Support Desk from new personnel will indicate <br />the actual capabilities or level of training new personnel have received. This information will be shared with <br />customers and, if necessary, related services will be contracted for separately at rates indicated in this <br />agreement. <br />Inbound phone support initiated from our dedicated support line, 1-800-655-8810 would generally entail a''/2 <br />hour call or less (this duration certainly may vary). Faxes, phone calls ore-mails which result in extended, or <br />even multi-hour, phone conversations or work effort would be handled separately on a time and material <br />contract basis. Possible examp-es would be: several analysts' subsequently providing "x" number of hours <br />assisting with implementation of "new" work (such as discussion! implementation of new Work Order types, a <br />modified General Ledger Chart of Accounts, or implementation of a new business process that the application <br />supports (but which is not in production mode}, such as ACH, an AMR solution, or a new interface). Other <br />examples may include but are not limited to: fixing incorrect operator procedures, training new or existing staff <br />over the phone, assistance with balancing or bookkeeping, setting up training databases and training operators, <br />performing work or services for organizations whose key individuals are out of the office, writing custom scripts <br />or programs to resolve customer issues not caused by enQuestaT"", and other support items of this nature. <br />This scope of work would clearly be defined as "implementation of new business processes" or "consulting <br />outside of `how-to' telephone support". <br />Ad-hoc report writing with third-party tools such as Cognos ReportNet or Cognos Impromptu is the responsibility <br />of the customer. This includes creation of reports and all subsequent modifications including those resulting <br />from changes in versions of enQuestaTM' or the third-party reporting tool. To facilitate this process, S&S will <br />maintain the KnowledgeBase/ Catalog/ Meta data/ eQU data dictionaries and provide support for general <br />questions. <br />It is highly recommended that organizations appoint a core group of persons to become entirely familiarwith all <br />aspects of the enQuestaT"' applications and the KnowledgeBase/ Catalog/ Meta data/eQU data dictionaries, <br />such that these individuals become subject-matter experts within the organization. <br />Systems <br />& Software <br />CONFIDENTIAL ~ ~~ =~ 0 <br />401 Water Tower Circle <br />Colchester, VT 05446 <br />+uw,sti~t.,m~and5c~lt~eare i~et <br />p: 802-655-4400 <br />f: 802-655-4401 <br />2/ 14/2008 <br />