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Maintenance Support |
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Maintenance support includes all updates and upgrades available for release. AOD incorporates all changes or enhancements that may be required as a matter of federal law. In addition, we accumulate suggestions for improvements based on the experience of our own internal users and clients. Once a year, we hold a User's Conference that provides an additional forum to generate suggestions for improvements as users interact with each other. The modifications are performed by AOD, and are the responsibility of the Project Leader for each system. The new releases are distributed in the medium most convenient to the user.
During the Maintenance Agreement coverage period, AOD will provide experienced persons for technical support. Two reporting mechanisms are available. One is an Internet based system where the user has password-protected access to report problems and to follow up on resolutions. This issue-tracking system has built-in automatic escalation and management notification features to insure timely attention to client's issues. The other mechanism is telephone access.
Support is provided by subject-matter experts, as well as technical personnel, depending on the nature of the inquiry. Internet access is 24/7 and telephone support is provided during business hours (M-F, 8:00 a.m. to 5:00 p.m. Eastern and Mountain Time). Evening and weekend support for a specific issue will be available by prior arrangement.
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