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2t}~.C Systems & Sciftware Support Prograxct Guidelines <br /> Systems <br /> ra Sof#ware <br /> to; fixing incorrect aperater firocedures, training new or existing staff river the phone, asses#ance with <br /> balancing ar bookkeeping, setting up training databases and training operators, performing work or services <br /> for c~rc~ana~ations whose key individuals are out of the office, writing custom scripts or programs to resolve <br /> customer issues net caused by enQuesta: and other support items of this nature. <br /> This scope of work would olearly be defined as "implementation of new business prcaesses" or "consulting <br /> outside t~f'how <br /> Zo' telephone support.°, <br /> 2. Ad-hoc report vvri#ing with third-party tools such as Cognos 6, Cognos ReporthJet or Cognos tmpromp#u is <br /> the responsibility of the customer This includes creation of reports and all subsequent modifications <br /> including those resultSng firom changes in versions of enQuesta or the third-party reporting tool. To facilitate <br /> this process, S8S will maintain the KnawledgeBase! Cataingt Meta data' et2Li data dictionan~es and provide <br /> support `or general questions. <br /> It is highly recommended that. organizations appoint a core group of persons to become entirely familiar with <br /> all aspects of the enQues#a applioations and the Knowledge8asel Catalogl Meta dotal eQti data <br /> dictionaries. such the. these individuals beco'°°ae subject-matter experts within the organization. <br /> Telephone Customer Support ask support services and hours of availability are weekdays frorr~ 8:£}Q arrr to <br /> S:f70 pm, oustomer local time, excluding Holidays and other posted exexspfions, unless other speoific <br /> r niza#ion. 2~tx7 a er su ort is offered for <br /> contractual arrangements have been made with your o ga P g PP <br /> selected contractual situations pager suppor*. reflects coverage for enQuesta related emergency situations <br /> only. Unless covered under a separate arrangement, support provided outside these hours ~rriil be invoiced <br /> at the off-hours support service rate as referena~ed in item 6 under this heading. <br /> 5. items excluded Irom this plan include: training of new operators; consulting, hardware or site planning and <br /> infaastructure support; hardware maintenance:; or cry topics generally considered "new business." These <br /> professional services would be billed separately under a separate time and materials basgd agreement <br /> Also excluded from this plan are Windows and other PC desktop systems support., communications or <br /> infrastructure support; support of situations which reflect your use of third-party vendors over which S&S has <br /> no direct responsibility, such as bill-print houses, banks, AMR vendors, ar other such third-parties. S&S <br /> supports these other types of situations on a time and material fee basis at the discretion of the Account <br /> Manager or Senpr Account Executive, if applicable. For the vast majority of technical or third-party <br /> situations which arise, S&S believes this method to be the fairest way to support customers in areas over <br /> which SAS has little, if any, responsibility or systema#ic controls. <br /> Jutside of Systems Support Services covered under the S&~S Support Program as reflected herein, all other <br /> Systems Support Services in 20Q9 wilt be invoiced at the following rates: <br /> Service Tyne Rate aer Hour <br /> Custom Programming & <br /> Business Process Consulting 5225 <br /> C?n-Call Pager Support S16A - <br /> CYtherServices S1&(} <br /> 42B lntiustrial Avenue <br /> ~pNFID£N"r(AL tiYlllston, VT t35~&95 <br /> S~jrS°t~eftt5 p; v902-865-117© <br /> ~ SOfi'ks~ f: $42-865-3 t r'1 f <br /> Page 6 <br /> 1 <br /> <br /> - _ _ _ <br /> 25F-10 I <br /> <br />