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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 />Upgrades or new releases are sent to clients Via personal delivery, email, traditional mall, and ftp transfer <br />Customer suppon Issues at R&S are handled using the protocol listed below. Customer notifies R&S of <br />technical support request via email or voice/phone call. If by phone call, the call is logged on hard copy <br />and into the support database, and transferred to the available R&S technical support engineer If by <br />email, the request is filtered to a technical support folder and logged into the suppon database, <br />appropriate action is taken. <br /> <br />The suppon request IS logged, assigned a number, and it's status marked as 'open' In the R&S technical <br />suppon database. The R&S technical support engineer will rely on past experiences and acquired <br />knowledge to resolve technical support event R&S technical support engineer responds using <br />vOice/phone call or emai!. If resolved, the event IS marked as 'closed' in the R&S technical support <br />database Typically, support requests are closed at the time of the phone call or the R&S email response <br />Sometimes data files or screen shots are collected by the client, ftp'd to R&S, and reviewed by R&S: data <br />files are used to analyze the resident system and replicate technical support events. If required, the R&S <br />technical support engineer will notify the appropriate software vendor of the issue with details, client <br />software verSions, and screen shots until the event IS resolved The event will remain 'open' in the R&S <br />technical support database This allows the R&S support engineers to easily search the database for <br />events marked as 'open' <br /> <br />R&S Integrated Products and Services, Inc. <br /> <br />Page 105 <br />