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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 />Support Plan Parameters <br /> <br />R&S Integrated warranties all hardware and software components and established work processes <br />through the Support Assurance Plans (SAPs). Support and upgrades are renewable annually. Through <br />SAP subscription, customers are entitled to maintenance and version upgrades as well as site. telephone, <br />and email support by R&S Integrated. R&S will support the installed system and established work <br />processes locally and will act as the customer's first line of technical support Should an Issue arise that <br />R&S cannot resolve immediately, R&S will be backed by both AnyDoc Software's and Compulmk <br />LaserFiche's support and development teams. Compulink's support desk is open from 600 AM to 600 <br />PM PST, Monday through Friday AnyDoc Software's support desk is open from 900 AM to 600 PM <br />EST, Monday through Friday <br /> <br />R&S technical support is provided from 700 AM to 6PM EST, Monday through Friday <br /> <br />All document scanners and associated hardware are warranted through manufacturer maintenance plans. <br />R&S onslte support and repair, and R&S scanner replacement <br /> <br />Technical Support events can involve corrective maintenance using vOice technical support, email, f1p <br />transfer of software files and upgrades, and onsite services. R&S does not have voice mail to manage <br />technical support; therefore, a person Will always answer the R&S technical support phone line (or <br />respond to e-mail real time). TYPically, 90% of the time the technical support event or corrective measure <br />Will be resolved at the time of the phone call or in immediate response to email. R&S pndes Itself in the <br />level of technical support and corrective maintenance it prOVides At most, issues are typically resolved by <br />the next day, again, most technical support events are resolved at time of call or email R&S typically <br />responds to corrective maintenance or technical support requests within 15 minutes or at time of request <br />(the maximum response time accepted by R&S corporate). By contract, R&S Will respond real time at <br />moment of notice or within 2 hours to technical support Issues <br /> <br />As 90% of R&S projects are in south Florida, R&S always has personnel working In the south Florida area <br />The majority of our south Flonda customers are Within 4 hours of driving time from the R&S corporate <br />office R&S Will provide local on site support as required Typically, R&S support professionals are within <br />a two hour driving time proximity. Equipment and software are warranted against defects in material or <br />workmanship and meet the published speCifications in effect on the date of manufacture Parts supplied <br />or repaired under service are warranted for one year following installation. <br /> <br />Training will provide details of required preventive maintenance procedures Including schedules and who <br />is to perform each activity Documentation will be produced for each work process and maintenance <br />procedure The customer will be responsible for assessing each incident of system or component failure <br />and making the determination that R&S Integrated should be contacted to provide service <br /> <br />R&S Integrated Products and Services, Inc. <br /> <br />Page 102 <br /> <br />:,'~~ <br />R ~.;~ <br />f. m.J'-" <br />