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<br />The School District of Lee County, Florida - RFP # 6211 <br />Document Imaging System <br /> <br />Aug ust 5, 2004 <br /> <br />The following non-chargeable items are covered and are provided under the maintenance and support <br />agreements <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 onslte cleaning, and <br />scanner replacement <br />· Voice, email, wireless, and ttp 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 (800 number for Priority Support <br />Plans) <br />. A live person that always answers the R&S technical support desk, no support voice mail <br />. Onsite presence when technical issues require it <br />. Technical support responses from real time to two hours for all Issues <br />· Yearly on-site workdays to evaluate proJect/system status and recommend <br />Improvements/upgrades (Priority Support Plans only); two days or 16 hours minimum <br /> <br />. Software support and upgrades <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 vanety <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 />V ARs from across the country (six total) R&S has dedicated LaserFiche support engineers that respond <br />to R&S technical support requests and Input 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 />We are also a senior VAR for AnyDoc Software Given our close proximity to AnyOoc's corporate offices <br />in downtown Tampa, FlOrida, we have ready access to the entire AnyDoc support and engineering team <br />for technical support and assistance in problem resolution. <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 send an em ail to request customer support The <br />request could concern a technical support issue, technical questions, general product Inquiries concerning <br />product function and application, or questions about new features and products <br /> <br />R&S Integrated Products and Services, Inc. <br /> <br />Page 104 <br /> <br />t <br />