Laserfiche WebLink
<br />The School District of Lee County, Florida - RFP # 6211 <br />Document Imaging System <br /> <br />August 5, 2004 <br /> <br />SOLe will be responsible for assessing each incident of system or component failure and making the <br />determination that R&S Integrated should be contacted to provide service. <br /> <br />R&S IS available for technical support 7:00 am to 6:00 pm Monday through Friday <br />support@rsoasis.com <br />800-508-9609 office support <br />863.683.9393 general office phone number <br />863.287.1586 cell phone <br /> <br />support contacts <br /> <br />John Van Buskirk <br />Jesse Sarlo <br />Deanna Porter <br />Robert Porter <br /> <br />john@rsoasis.com <br />jesse@rsoasis.com <br />deanna@rsoasiscom <br />robert@rsoasis.com <br /> <br />R&S has dedicated file servers, workstations, and web servers for technical support. All presented <br />technologies are setup on like systems at R&S to replicate technical issues. All software program <br />upgrades are tested at R&S before distribution and deployment to SOLe's system environment <br /> <br />SOLe's technologies and project data are protected through a profeSSional approach and application in <br />project management and implementation Again, all R&S employees sign non-disclosure and non- <br />compete contracts. All R&S Integrated employees must pass a State of Florida, FDLE, and FBI <br />background check before and during employment <br /> <br />If onsite service events are reqUired to resolve technical support incidents, R&S will oblige and be onsite <br />within four (4) hours The level of service required will determine necessity of on-site support If technical <br />support events require. there are no limitations to frequency and parameters of on-site support service. <br />The costs for on-site technical support events and annual site workdays are covered in the support and <br />upgrade costs for each project module <br /> <br />The following Items are covered and are provided under the maintenance and support agreements <br /> <br />. Distribution and application support of software upgrades <br />. Support of all operating features for software and hardware <br />· Scanner warranty/maintenance programs include parts warranty, yearly onsite cleaning, cleaning <br />supplies, selected consumables, and scanner replacement <br />· Voice, email, wireless, and ftp support for users, managers and MIS support personnel <br />· Access to dedicated technical support server and R&S user database <br />· 800 number, email access, and ftp server for technical support <br />· A live person that always answers the R&S technical support desk, no voice mail <br />· Onsite work events if technical issues require <br />· Technical support responses from real time to two hours for all Issues <br />· Yearly site survey to evaluate project status and recommend improvements/upgrades <br />. Software support and upgrades <br />· Annual site workdays for system review and optimization <br /> <br />R&S Integrated Products and Services, Inc. <br /> <br />Page 91 <br /> <br />'0.' '~ <br /> <br />~~!{ <br />