RM6000 SOFTWARE SUPPORT PRODUCT DESCRIPTION
Service Reference:
6000/S1
Service Description:
1st Level support
from Sandmar includes problem solving with customers through to
providing solutions created by the software development centre for
identified software problems. The service is supplied only for supported
releases of the Sandmar software products.
Sandmar staff
will assist the customer in overcoming problems with a RM6000 installation
as follows:
-
Issue of program corrections.
-
Identification of program problems and assistance in the completion
of problem identification documentation.
-
Advice and guidance to an end user in overcoming operational
difficulties on the system where an equipment failure has effected
the RM6000 system.
-
Liaison with Sandmar software development centre to establish
work around solutions to software problems and to determine
resolutions to problems.
-
Advice and guidance to an end user on third party products supported
with Sandmar software.
Service
provision:
The
service will be provided by the following means:
Customer
obligations:
-
All
identified problems are clearly defined and supported with full
documentation.
-
All
software corrections posted to the Sandmar Bulletin Board are
regularly implemented.
-
A
nominated representative of the customer acts as a contact point.
-
All
system manager activities are undertaken with advice if required
from Sandmar.
-
Computer
Equipment, database & Networking software and Operating
system software should be maintained to the recommended Sandmar
standard for use with Sandmar software.
RM6000
1st Level Support and Software Upgrade Service.
Service Reference:
6000/S1E
Service Description:
1st Level support
from Sandmar includes, problem solving with customers, through to
providing solutions created by the software development centre for
identified software problems.
Software upgrades
include all new features of the software edition installed at the
customer site.
Sandmar staff
will assist the customer in overcoming problems with a RM6000 installation
as follows:
-
Issue of program corrections.
-
Identification of program problems and assistance in the completion
of problem identification documentation.
-
Advice and guidance to an end user in overcoming operational
difficulties on the system where an equipment failure has effected
the RM6000 system.
-
Liaison with Sandmar software development centre to establish
work around solutions to software problems and to determine
resolutions to problems.
-
Advice and guidance to an end user on third party products supported
with Sandmar software.
-
All new software features will be issued via the Bulletin Board,
or on disk. Where site visits are required for software installation
then these will be chargeable at Sandmar prevailing rates.
Service provision:
The service
will be provided by the following means:
Customer obligations:
-
All identified problems are clearly defined and supported with
full documentation.
-
All software corrections posted to the Sandmar Bulletin Board
are regularly implemented.
-
A nominated representative of the customer acts as a contact
point.
-
All system manager activities are undertaken with advice if
required from Sandmar.
-
Software enhancements are implemented within 6 months of availability.
-
Computer Equipment, database & Networking software and Operating
system software should be maintained to the recommended Sandmar
standard for use with Sandmar software.
RM6000
3rd Level Support Service.
Service Number:
6000/S3
Service Description:
3rd Level support
from Sandmar includes, the provision of solutions to software problems
where the problem can be clearly defined, replicated and documented.
Under the provision
of this service, Sandmar is not responsible for the supply of 1st
or 2nd level support to a RM6000 customer, nor does the support
cover operational problems with the customer system. The 3rd level
support service relates only to the Sandmar software when installed
within an approved configuration.
Sandmar software
development centre staff will assist in overcoming problems with
RM6000 software when the following procedures have been followed:
-
The problem has been fully defined along with the conditions
in which the problem occurs specified.
-
The problem has been replicated by the supplier of 1st or 2nd
level support.
-
All relevant documentation to support the problem are provided.
Sandmar software
development centre will either issue a solution to the identified
problem, or supply a work around solution. Solutions to identified
problems will be incorporated in the next software release.
Solutions to
problems will be transmitted from the Sandmar software development
centre by Electronic Mail, or posted to the Sandmar Download Area
of the WEB site for collection.
Investigation
of software problems can only be undertaken where the customer system
is maintained at the latest released software level.
The computer
equipment, database & networking software and operating system
software should be maintained to the recommended Sandmar standard
for use with Sandmar software.
Service provision:
The service
will be provided by the following means:]
Additional to
this service, all software upgrades can be supplied as a chargeable
service.
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