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25C - FINANCE AND UTILITY SOFTWARE
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25C - FINANCE AND UTILITY SOFTWARE
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Last modified
1/3/2012 4:33:04 PM
Creation date
2/27/2008 12:11:25 PM
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City Clerk
Doc Type
Agenda Packet
Item #
25C
Date
3/3/2008
Destruction Year
2013
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Systems ° 2008 Systems & Software Support Program Guidelines <br />& Software <br />contracting and are subject to change at any time, depending on the scenario or the value-ad proposition to the <br />customer. <br />All other enQuestaT"" or non-enQuestaT"'-related support services, preparation time, consulting, analysis, <br />travel, or telephone and modem support issues will be invoiced on a time and material basis as incurred. Every <br />attempt shall be made by the Customer and S&S to understand, scope, define and have customer acceptance <br />for work scope under an estimated time and materials engagement prior to work commencing. Issues that S&S <br />determines require extended support or support ofthird-parties for resolutions to customer issues will in some <br />cases be turned over to the appropriate third-party. (IBM AIX Support, for example, may be contracted on <br />behalf of customers to conduct performance-tuning testing on their pSeries servers). Areas identified as those <br />which would best be handled bythird-parties will, time permitting and assuming a customer representative is <br />available who has ownership for the issue, be discussed with customers prior to arranging the service. <br />8. Administration: <br />Customers are responsible for ensuring supported staff members are aware of these policies and <br />procedures. A request for support from a customer assumes an understanding on the part of the customer <br />of said policies and procedures. <br />b. S&S asks that customers appoint a key individual (or select, core group of key individuals) to receive all <br />support calls/ requests from S&S in order to eliminate duplicate calls and/ or faxes or e-mails. The <br />Customer Support Desk format relies upon an initial contact being made with a detailed description of the <br />issue being submitted, with specific backup material being faxed or e-mailed (using the attached Customer <br />Support Request Form). All customers have been sent soft copies of the attached form, which is the <br />preferred method of issue submission to S&S. Calls into S&S are not necessary if the Customer Support <br />Request Form has been filled out thoroughly. This form may be filled out soft copy and emailed, or may be <br />faxed. The preferred method of submission to S&S is by e-mailing your request to our dedicated inbox: <br />Support(cr~,systemsandsoftware net with any appropriate attachments to help us triage the issue. <br />S&S' objective is to ensure that customers be fully satisfied at all levels of the interaction, each and every <br />time customers engage S&S. Unless there is already an open work order which was correctly initiated via <br />the Customer Support Desk, correspondence sent to specific support individuals will NOT be forwarded to <br />the Customer Support Desk for logging. With the objective being quick, correct and efficient resolution to <br />customer issues, resulting in high levels of customer satisfaction, customers must submit all <br />correspondence to the Customer Support Desk, not specific staff. Send your support issues to fax: 802- <br />655-6570 or a-mail: Suoporl a.systemsandsoftware net which is the only authorized "support" email <br />address; please do not forward correspondence to individual email addresses, even if those personnel may <br />be part of the Customer Support Desk staff group. <br />We ask for your assistance in not circumventing the routing and support system; this is in place to ensure <br />that all customer issues are logged and tracked centrally, and is essential in ensuring a high level of <br />customer satisfaction. We thank you in advance for your cooperation so that we may efficiently serve your <br />organization. <br />c. Questions related to invoices outside of the S&S Support Program should be addressed in writing to the <br />S&S Finance & Accounting Department within 10 business days of receipt of invoice in order that 30-day <br />accounting cycles may be accommodated. Invoices are payable upon receipt. <br /> 401 Water Tower Circle <br /> <br />Systems Colchester, VT 05446 <br />+ <br /> <br />& Software ~ <br />.:a;,.s~~,ts,ina.tr~~t ltu-are,,:Ict <br />so <br />- <br /> p: <br />t-bss <br />aaoo <br /> <br />CONFIDENTIAL f: 802-655-4401 <br />w ~~ _ w w 2/14/2008 <br />
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