Maintenance Support Options
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Last updated: August 22, 2010
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Level I is the minimum level of hardware and software support and is required for all installations during
the first year. Level I support becomes optional after the first year. However, it is suggested that
continuous Level I coverage be in force to insure that your system will operate efficiently and correctly
for many years to come. Level I support includes:
- Upgrades and revisions to software. This feature includes installation, conversion, testing, and
training for each upgrade. Software upgrades are usually provided once per quarter depending
on the scope of the upgrades.
- One day a month on-site visit (modem visit for out-of-state customers) to evaluate system
resource utilization and perform system tuning if necessary. The TKG Service Call Report is
provided monthly during the first year and quarterly thereafter. This visit can also be used to
provide additional training or answer any questions the staff may have.
- Unlimited off-site training for new employees or experienced users who wish to learn advanced
techniques.
- Unlimited telephone support.
- Telephone hardware support for out-of-state customers.
- On-site support (modem support for out-of-state customers) for software problems is included
when the failure is a result of the original software.
- The Klein Group, Inc. quarterly newsletter - TKG Bulletin.
- Commences 90 days after date of installation or as specified in the Maintenance Support
Contract.
- Minimum term is one year.