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IntelliTime Systems Corporation <br /> Maintenance and Support Overview <br /> Description of Coverage and Warranty Period <br /> IntelliTime fully supports the solution at all times during the implementation and beyond <br /> with our standard maintenance and support agreement. This includes telephone <br /> support, email support, patches and fixes, two (2) full system upgrades annually, and all <br /> support services required to maintain the system software and hardware performing to <br /> published specifications. <br /> New "builds" with patches and minor upgrades are released almost every week, but <br /> most clients choose to install these minor fixes once each month, with less than 1 hour <br /> of downtime. The support and maintenance agreement also covers two full system <br /> upgrades each year. A full IntelliTime version upgrade typically requires system <br /> unavailability for 4-6 hours once or twice a year, scheduled in advance, after hours with <br /> the customer. <br /> Support charges commence from the Project "Go Live" date. IntelliTime will deliver a <br /> "Certificate of Installation" signifying the system is fully configured and ready for <br /> customer production use. The remaining portion of the calendar year after the effective <br /> date of the Project Installation "Go live" is the first "Maintenance Period". <br /> Support Desk: <br /> Our dedicated, in-house Support Team is comprised entirely of staff with their 4-year <br /> degrees and several years of experience with the IntelliTime software. <br /> Support Desk Hours of Operation: M-F 7:30am CST to 7:30pm CST <br /> Staff can be reached by toll free phone or email, and a response to all submitted issues <br /> is guaranteed within 4 business hours. In practice most problems are responded to in <br /> less than one hour and resolved within the same business day. While we do not <br /> guarantee a response outside of our regular Support Desk hours, in practice we will <br /> respond off-hours to critical issues such as loss of server connectivity. <br /> When a problem is first submitted Support staff evaluate the problem for severity, based <br /> the degree of loss of system functionality and the impact this will have on client payroll <br /> processing. More urgent problems with greater impact on system function will always <br /> receive first priority, and can be escalated immediately to developers if needed. The <br /> Client is updated by email and phone call throughout the problem resolution, and can <br /> also check on the status of submitted problems at any time through our browser-based <br /> support case tracking portal. <br /> 411 <br /> Copyright 2016, IntelliTime Systems Corporation Page 1 of 2 <br /> 5/10/2016 <br />