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�A, lall Management Software ms InCustody Core & InCustody PIus+ JMS <br /> A <br /> WARRANTY & SUPPORT & MAINTENANCE <br /> • Recommendations for enhancements on system changes <br /> ATIMS will make every effort to provide a problem resolution within the stated Service Resolution <br /> time goal. Software remedies shall be reviewed and accepted by ATIMS. <br /> MONITORING TOOLS(REMOTE ACCESS CAPABILITIES) <br /> The ATIMS JMS integrates with Enterprise monitoring tools that the agency employs (eg., <br /> Microsoft System Center or similar APM tools from CA, New Relic and other vendors). These tools <br /> allow notification of support staff in case key parameters (CPU, memory, swap file, etc.) fall below <br /> predetermined thresholds. <br /> For remote access and support, we typically have VPN connectivity to client environments. <br /> Specific details are defined as part of implementation, consistent with agency's security policies <br /> and CAS Security guidelines. <br /> DOCUMENTATION <br /> Electronic documentation is provided within the ATIMS JMS software via the Reference button. <br /> This documentation is updated to ensure the incorporation of new JMS features and functionality <br /> via version releases is included. Hard copy documentation is created during implementation <br /> geared specifically to the Agency's workflow and wizard step process. These module guides are <br /> used during staff training and are provided to the Agency in electronic format for editing and/or <br /> distribution. Documentation that is Agency created/edited can be stored in the Reference <br /> section of JMS and can remain there as long as the Agency needs; it will not be affected by JMS <br /> updates. <br /> 6 1 �di ytouncil _ 1� did 0-1 ' 2021 <br />