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<br />ATIMS Professional Services and Support 2025| Page 3 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 />Description <br />Software Support <br />and Maintenance <br />Professional <br />Services <br />Upgrades and updates <br /> Supply new software version ✓ <br /> Install new software version ✓ <br /> System reinstall — application malfunction ✓ <br /> System reinstall — hardware/network problem ✓ <br />Support/bugs/errors <br /> Business hours Tier 1 support ✓ <br /> 24/7 critical after-hour support ✓ <br /> Problem with application/malfunction ✓ <br /> Code testing and replication of errors ✓ <br /> Simulation of client environment ✓ <br /> Data discovery due to malfunction ✓ <br /> Problem with internal hardware/network ✓ <br />Environment <br /> Database optimization – indexing ✓ <br /> Creation of additional databases ✓ <br /> Replication of database environment ✓ <br /> Installation of additional environments ✓ <br /> Reinstallation of new server or configuration ✓ <br /> Database maintenance – backups ✓ <br /> Data mining/data discovery request ✓ <br />Customization / Enhancements <br /> Consultation for customization or enhancement — up <br />to one (1) hour <br />✓ <br /> Software configuration using database settings ✓ <br /> Creation of additional custom forms ✓ <br /> Creation of additional custom reports ✓ <br /> Client-initiated customization/enhancement ✓ <br />Interfaces <br /> Consultation for third-party software interface — up <br />to one (1) hour <br />✓ <br /> Consultation for third-party software interface — <br />beyond one (1) hour <br /> ✓ <br /> Development of third-party interfaces ✓ <br />Training <br /> User manuals ✓ <br /> User group online webinars ✓ <br /> Additional client-requested training ✓ <br /> Training on new software functionality <br /> <br /> <br /> <br /> ✓ <br />  <br />  <br />City Council 13 – 19 6/3/2025