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4 i MS <br /> Introduction <br /> Welcome to ATIMSI <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 /> f1FIN11; ;'1(� ',S li?r1r11 Sowi3.es and 1, upport?01E I I'1-,E' l C;t .1-f) <br /> rn, a <br /> c i_ dR brd c?.ot In D �r-° <br />