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Irii4rnrl,.ew.i. <br /> . 1 <br /> A7 <br /> x Software Support ' Professional <br /> antl Maintenance *; .Services+ <br /> Upgrades and updates <br /> Supply new software version W�✓ <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 /> 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 /> Consultation for third-party software interface — ✓ <br /> beyond one (1) hour <br /> Development of third-party interfaces J <br /> Training _ - <br /> User manuals ✓ <br /> User group online webinars ✓ <br /> Additional client-requested training ✓ <br /> Training on new software functionality ✓ <br /> AfIMS Prof"n-; 10 =I AV') Paige:3 of 1.5 <br /> I,;.-F'.<i .... . _:-rr� I '-. - ,F.r+Il.-e'.S v C In ?i tr <br /> prua.._ t�.<;r_� `q.:,;t. <br />