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IiMs <br />Introduction <br />Welcome to ATIMS! <br />This guide will provide you with the necessary information to use our services and maximize the value <br />of your Professional Services and Support and Maintenance agreements. Our mission is to be your <br />trusted business partner for all areas of your Jail Management System. <br />Professional Services and Support Program <br />Our Professional Services and Support (PSS) program is designed to meet your needs according to the <br />time and budget that works best for you. This document provides an overview of the PSS program and <br />the process of obtaining service. <br />Initial Engagement <br />Your authorized contact will contact ATIMS to place a request for service or support. <br />Discovery Period <br />The ATIMS Support Desk will gather all of the necessary information from you to assess the situation. <br />The support technician will determine the appropriate course of action, such as asking your authorized <br />contact to attempt various tasks or begin a remote session through an online connection. This <br />discovery period will be completed in 30 or fewer minutes. <br />If the discovery period takes longer than 30 minutes and the issue is determined to be unrelated to <br />ATIMS, ATIMS reserves the right to charge for this time. If a resolution has not been achieved at the <br />end of the discovery period, then the support technician will create a support ticket for further <br />investigation of the issue. <br />If the issue is determined to be ATIMS—related and falls within the coverage of a current Software <br />Support and Maintenance Agreement, then there will be no additional charges for the discovery <br />period. Also, ATIMS will make every effort to resolve the issue as quickly as possible. <br />Please note that additional remote sessions through an online connection may be required during this <br />period. If the engagement falls within a Professional Services Agreement, you will be given an <br />estimated cost to complete the job and will be billed at the hourly rate listed in Appendix A. You will <br />receive regular updates on the status of an issue and will be provided resolution details when a <br />support ticket is successfully closed. <br />Technical Resolution Guidance <br />The following chart explains the options provided by ATIMS with our Software Support and <br />Maintenance Agreement and our Professional Services Agreement. <br />ATIMS Professional Services and Support 2025 1 Page 2 of 15 <br />ATIMS reserves the right to change or delete any or all of the professional services described in this manual without further <br />notice. ATIMS reserves the right to provide fixed -bid quotations for requested services. <br />