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<br />The School District of Lee County, Florida - RFP # 6211 <br />Document Imaging System <br /> <br />August 5, 2004 <br /> <br />R&S has dedicated the following resources to client technical support of R&S products and solutions - <br />vOice/phone lines, cell phones, remote workstation access, Internet access, custom database for <br />customer information and logging of events, workstations and servers, ftp server, scanners of multiple <br />varieties, workstations with a variety of operating systems, replacement scanners, and technology <br />professionals to manage technical support requests and resolutions. R&S can easily reproduce a variety <br />of technical support instances This facilitates faster resolution to system and workstation issues. <br /> <br />R&S has 'Platinum' VAR Integrator status with LaserFiche This is a small select group of LaserFiche <br />VARs from across the country (six total) R&S has dedicated LaserFiche support engineers that respond <br />to R&S technical support requests and mput All R&S technical issues are on the 'fast track' for problem <br />evaluation and resolution. R&S has a direct contact with LaserFiche support engineers and developers. <br /> <br />Dispute Policies <br /> <br />Project disputes are handled initially by John Van Buskirk, Chief Technical Officer If the event cannot be <br />resolved, John will discuss the event with Robert Porter and/or Deanna Porter Robert or Deanna will <br />contact the client representative for discussion and resolution. To date, there have not been any <br />'disputes', only 'concerns' in R&S projects The R&S technical support team has been able to manage all <br />historic misunderstandings with a professional approach and standard project management methods <br />Though extremely infrequent, R&S does have a structured approach to such issues. <br /> <br />Technical Support Process <br /> <br />Technical support is handled and managed by the resources and professionals mentioned in the above <br />text. Typically, R&S clients make a phone call or email to request customer support. Event could concern <br />a technical support Issue, technical questions, general product InqUiries concerning product function and <br />application, and questions about new features and products Upgrades or new 'builds' are sent to clients <br />via personal delivery, email, traditional mail, and ftp transfer. Customer support issues at R&S are <br />handled using the protocol listed below. Customer notifies R&S of technical support request via email or <br />voice/phone call. If a phone call, call is logged on hard copy and support database, and transferred to the <br />available R&S technical support engineer If email, event is filtered to a technical support folder and <br />logged into the support database, appropnate action is taken. <br /> <br />The event IS logged, assigned a number, and marked as 'open' in 'Status' field of the R&S' technical <br />support database. The R&S technical support engineer will rely on past expenences and acquired <br />knowledge to resolve the technical support event. R&S technical support engineer responds using <br />vOice/phone call or emall. If resolved, the event is marked as 'closed' in the R&S technical support <br />database Typically, the event is closed at the time of the phone call or the R&S em ail response <br /> <br />R&S Integrated Products and Services, Inc. <br /> <br />Page 92 <br />