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F.M04MAi omi <br />I-dras ructure MEmopment Soluflams <br />• Hardware inspection. Verify no faulty devices. <br />Note: If critical issues arise, or assistance is required in between visits, FMi will be <br />available for support. The response time is conditional on FMi's availability of resources, <br />but due to the proximity of your facilities, there should be fairly quick response times. <br />1.1.5 Extended Technical Support <br />A negotiated number of technical support units will be provided on an annual basis. The <br />following technical support services are designed to obtain a successfully operating <br />Facility/Fleet System. <br />• Microsoft Windows Operating System support as it relates to the Facility/Fleet <br />System <br />• High level Strategic Consulting <br />• Workflow / work process support <br />• User/Administrative Training <br />• Report writing <br />• Data Engineering <br />• Programming <br />• Implementation of new modules <br />• CAD data support <br />• Handheld computers support <br />• Software upgrade support <br />FMi will assign a support representative to each client. All service requests are initially <br />routed directly to FMi's Support Manger. This provides a single point of contact for all <br />client requests and reporting. All service requests will be assigned a Case Number for <br />tracking purposes. Web Based service requests will be confirmed via E-mail Notification. <br />1.1.6 On -Site Support (Optional) <br />FMi recognizes the need for on -site visits from time -to -time. As part of the Expanded <br />Support services, an FMi Representative will come on -site as needed. Expenses and <br />travel time will not be charged for travel related costs, as long as the resources needed are <br />based in FMi's corporate office in Santa Ana. Additional resources needed from other <br />FMi locations that require travel time and expenses will be deducted from the contracted <br />support hour allotment. <br />1.1.7Quarterly Contract Status Report <br />In order to ensure that the Client is aware of the available support that remains on their <br />contract, FMi will issue a quarterly contract status report at the client's request. In <br />addition to hours used / remaining, the report will indicate any major risk issued that have <br />been identified. This includes enhancement recommendation for the Client's <br />consideration. <br />600W. SrANTA :ANA BL.VD, SUITE E 202 9 S AN'1'.'A A NA. CA 92701 O ` EL.: 714-550-5525 0 FAX: 714--554-11526 <br />