THE PROGRAM

Specific support needs are defined and provided under this agreement. The contract rate provides no-charge, unlimited telephone support during regular business hours.
On-line training and programming of Workflows, Forms, Reports, Import Templates, Impact 21 support, and Netlink support and customization are available at contract rates.

SUPPORT CONTRACTS OFFER THESE ADDITIONAL BENEFITS:

• 10% discount on Revision upgrades
• 10% discount on training classes.
• 10% discount on additional user licences after the first 12 months on support contract.
• No labor charge for on-line installation and upgrade for major Revisions.
• No-charge for on-line installation and setup of upgrades between Revisions.
• No-charge program problem analysis and delivery of fixes.
• On-site service, programming, customization, specialized training, after hours and weekend support as well
    as consulting is available at special contract rates.

PRIORITIES

Support is prioritized as follows:
I Top priority is given to a customer whose system is inoperable.
Any resources required to satisfy the needs of this customer are applied immediately.
II Customer system is operational, but users are experiencing problems.
Support is prioritized in relation to the severity of the problems.
III Further training is needed or new requirements are identified such as expansion of number of users, customization or additional modules.
A meeting is scheduled to discuss, define, price, and provide the appropriate solution to this need.

STANDARDS

I Every attempt is made to support customers by e-mail, phone, and/or fax to save on travel costs.
II Whenever necessary, short-term hardware replacement is provided at a charge while malfunctioning hardware is being repaired.
III Every attempt is made to provide an available package before custom programming is considered.