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Proposal for Parking Citation Services City of Santa Ana — November 5, 2008 <br />The balance of the training will be spent with the project manager to learn the PC side <br />of the system. This will include setup of the configurable tables, file maintenance, report <br />generation, communications, table maintenance, and password assignment. <br />4.15 Customer Support — Service Calls <br />Phoenix Group will provide full support for the duration of the contract. The initial <br />program will be monitored closely to ensure the project is fully operational and in a <br />productive mode, all service for the first 3 months will be handled as a Level 2 support. <br />Once the program is fully operational and signed off by agency, service calls will be <br />handled at the Level 1 support for additional years. Support Levels: <br />• Response Time: If then initial phone call does not reach a support representative <br />directly, this is the time you can expect a return call from a technician. <br />• Initial Resolution: Interim resolution of the problem could be a " work - around" <br />and /or patch. This is not necessary in all cases. <br />• Final Resolution: Final resolution of the problem completed as required by the <br />client. <br />4.16 Software Upgrades <br />WINCITE Mobile: All software is upgraded at no charge as the software is enhanced for <br />five years. Software upgrades will ensure that all customers are receiving the benefit of <br />the latest software. Custom software may be quoted as needed. <br />4.17 Supplies <br />WINCITE Mobile: All supplies for the Citation writers may be provided through Phoenix <br />Group or purchased directly by the City. The Citation format may be designed by <br />Agency to include all verbiage and information to inform the defendant of instructions for <br />payment and any procedures for requesting a hearing date, and required by local <br />jurisdiction. <br />a. Paper — <br />77 <br />Hours <br />Response Time * <br />Initial Resolution <br />Final Resolution <br />Level 1 <br />9 -5, M -F <br />1 Business Day <br />2 Business Days <br />3 Business Days <br />Support <br />Level 2 <br />7 -6 <br />6 Business Hours <br />6 Hours <br />2 Business Days <br />Support <br />• Response Time: If then initial phone call does not reach a support representative <br />directly, this is the time you can expect a return call from a technician. <br />• Initial Resolution: Interim resolution of the problem could be a " work - around" <br />and /or patch. This is not necessary in all cases. <br />• Final Resolution: Final resolution of the problem completed as required by the <br />client. <br />4.16 Software Upgrades <br />WINCITE Mobile: All software is upgraded at no charge as the software is enhanced for <br />five years. Software upgrades will ensure that all customers are receiving the benefit of <br />the latest software. Custom software may be quoted as needed. <br />4.17 Supplies <br />WINCITE Mobile: All supplies for the Citation writers may be provided through Phoenix <br />Group or purchased directly by the City. The Citation format may be designed by <br />Agency to include all verbiage and information to inform the defendant of instructions for <br />payment and any procedures for requesting a hearing date, and required by local <br />jurisdiction. <br />a. Paper — <br />77 <br />