Item 13 - Agreement for Jail Management System Maintenance

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-MiMs Email You may request support services by email. Telephone Telephone support is provided during ATIMS normal business hours and is available to clients who have signed a Software Support and Maintenance Agreement or Professional Services Agreement. Section 3. Professional Services and Support Professional services include the provision of information and assistance on technical incidents related to the installation, administration, and operation of ATIMS software products and solutions, as well as assistance in determining why the product may not be performing in accordance with the documentation (referred to as an incident in this document). Definition: Professional Services The ATIMS Professional Services and Support (PSS) program offers clients technical assistance in the support, configuration, maintenance, and operation of their software system. PSS enables clients to acquire technical services from ATIMS such as performing upgrades, applying updates, troubleshooting, providing training, and many other services. With PSS, ATIMS can provide full support or simply act as an additional layer of support behind your IT department. Either way, a Professional Services and Support Agreement will be a great benefit to your organization. How Our Support Works ATIMS will provide telephone, email, and on -site support to maintain the products and other solutions and/or customizations provided by ATIMS. Remote diagnostics will always be the first course of action to resolve an incident or to provide technical assistance before scheduling an on -site visit. You will be billed in hourly increments for all professional services, or time will be charged to a block of PSS hours previously purchased. There will be a minimum two-hour charge for on -site support, not including any travel time. All PSS hours will be tracked by the assigned technician and verified by the ATIMS Support Manager. If a problem occurs which significantly affects your use of ATIMS software and the issue remains unidentified or unresolved either by workaround or permanent correction after you follow ATIMS prescribed actions, at ATIMS discretion a support technician will be made available at your location during regular business hours. ATIMS also provides critical support 24 hours a day, 7 days a week. Critical support is defined as any issue that: • Causes the ATIMS system to stop running agency -wide. • Prevents any essential or required data elements from being entered. • Causes an inability to perform any mission -critical JMS task. ATIMS Professional Services and Support 2025 1 Page 6 of 15 ATIMS reserves the right to change or delete any or all of the professional services described in this manual without further notice. ATIMS reserves the right to provide fixed -bid quotations for requested services.