Laserfiche WebLink
210 Systems & Software Support Program +Gui.delines <br /> These services. a€e provided subject to a minimum Ya -hear charge. qff-hears (5pm-Sam... or holiday <br /> weekends support vri`:'I be invoiced at X2413 per hour, minimum 1-hour charge. Involvement of other venders,. <br /> whose services may be required, in concerE with or outside of work with SAS, shallinvoice directly or <br /> through SAS at their own rates. An example wou[d be billable services through IBM Corporation, for AlX <br /> SupportLine ar ConsultLine charges. <br /> given tr3at the ranee of systems support services generally reflects multiple S&S parties performing work <br /> prior to, during, and after the "face to face" customer engagement,. daily rates or per-student charges may <br /> apply for some ranges of support services, including training classes. These shall be determined at the time <br /> of contracting and are subject. to change at any time, depending on The scenario or the value-ad propos`stian <br /> to the customer, <br /> 7. Ail other enQuesta ar non-enQuesta related support services, Preparation time, cansuhing, analysis, travel, <br /> or telephone and modem support issues will bs invoiced on a time and material basis as incurred. Every <br /> attempt shall be made by the customer and SSS to understand, scope, define and have customer <br /> acceptance far work scope under an estimated time and materials engagement prior to +.vork commencing. <br /> issues that SAS determines repairs extended support or support atthird-parties fvr resolutions tt~ customer <br /> issues will in some cases be turned aver to the appropriate third-party. {IBM AIX Support., for example, may <br /> be cantraated on behalf of customers to conduct perfonnan-tuning testing on their pSer(es servers}. <br /> Areas identified as those which. would best be handled by third-parties vdiil, time permitting and assuming a <br /> customer representative is available who has ownership for the issue, be discussed with customers prior to <br /> arranging the services. <br /> S, Adm§nistration: <br /> a. 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 <br /> customer of said policies and procedures. <br /> b. S8~S asks that customers appoint a key individual {or select, core group of key individuals} to receive all <br /> support cails% requests from S&S in order to eliminate duplicate calls andl or faxes ar e-mails. The <br /> Customer Support desk format relies upon an initial canTact being made with a detailed description of <br /> the issue tieing submitted. with specific backup material being Faxed ar e-mailed. The preferred methcad <br /> of sutxnission to S&S is by e-mailing your request to our dedicated inbox: ~pr~rt;cJ_ssivt.ccm with any <br /> appropriate attachn3ents to help us triage the issue. <br /> S8S' objective is to ensure that customers be fully satisfied at all levels of the interaction, each. and <br /> every time customers engage SEAS. Unless There is already an open work order which was correctly <br /> initiated via the Customer Support Desk, correspondence sent to specific support individuals will NqT <br /> be forwarded to the Customer Support Desk for logging. With the objective being quick, correct and <br /> eff'cient resolution to customer issues, resulting in high levels of custome€ satisfaction, customers must <br /> submit all correspondence to the Customer Support Desk.. net specific staff. We request that you send <br /> your support issues tc, fax: 8Q2-885-11?1 or e-mall: spa ortrx~ which is the only authorized <br /> 'support' email address; please do not forward correspondence to individual email addresses or call <br /> S8~S Support Personnel directly. <br /> 426 Indust€iai Avenue <br /> CONFIDENTIAL ~~liiston, VT X5496 <br /> vr~rntr S~iv2.cias~r <br /> <br /> ~SG~f~'YVar9! p: $42-$$5-ti7~7 <br /> f' $02-$$.`-1171 <br /> f'a9e 7 <br /> { <br /> 25F-11 <br /> <br />