Agenda Packet_2022-01-18 - Laserfiche WebLink

Home Browse Search

lall Management Software ms InCustody Core & InCustody PIus+ JMS � WARRANTY & SUPPORT & MAINTENANCE • Software upgrades and updates (version releases) • Customization and Enhancement Support (total hours as specified in the Annual ATIMS Client Support Table) —this is a recommendation from ATIMS and hours/price can be adjusted (up or down) to meet the client's need • Training Support (total hours as specified in the Annual ATIMS Client Support Table) — this is a recommendation from ATIMS and hours/price can be adjusted (up or down) to meet the client's need. Support requests outside the original scope of work or Annual ATIMS Client Support hours/total available price can be provided by ATIMS technical staff at the standard billing rates included in the Support & Maintenance Agreement in the Appendices. Hardware: ATIMS does not typically procure hardware unless required by the agency and included within the contract. The hardware vendor is responsible for all warranty, support and maintenance of hardware. SUPPORT-CUSTOMER/TECHNICAL ATIMS provides a 24/7 phone hotline as well as a support email address. The email is monitored and responded to during regular business hours by two U.S. based ATIMS help desk staff, while the hotline is answered 24/7. ATIMS maintains a full complement of professional staff to support our JMS implementations and follow-on customer and technical support. There is a team of 10 engineers that work on new development as well as outstanding issues. Any technical issues that are discovered during development or implementation of enhancements are tracked and maintained by the ATIMS Project Manager utilizing our tracking software, JIRA. Any issues that come up after Go Live are tracked through the Customer Support team. All ATIMS JMS associated issues (or bugs) are tracked through JIRA to ensure consistency. ATIMS will provide telephone, email and on-site support to maintain the products and other solutions/customizations provided by ATIMS. Remote diagnostics will always be the first course of action to resolve an incident or technical assistance prior to an on-site visit being scheduled. If a problem occurs which significantly impacts the customer's usage of the licensed product and the issue remains unidentified or unresolved either by workaround or permanent correction after the customer has followed ATIMS prescribed actions,ATIMS, at our discretion, will make available a support technician at the customer location during regular Business Days and Hours, 8:OOAM — S:OOPM Pacific Standard Time, Monday through Friday, excluding ATIMS holidays.ATIMS' Holiday Schedule will be provided at the end of each year for the following calendar year. ATIMS 2 1 i Council — p 2021