Compro Computer Services Real Time Support Simulation

LABOR
- Call Management Center (CMC)
- Priority Response to all Trouble Calls
- Remote Diagnosis/Telephone Consultations
- Single Point-of Contact @1-800-936-2673
- On-site Remedial Maintenance Service, When Required
- Scheduled Preventive Remote Software Maintenance
- Two (2) Hour No-Charge Overtime Work Through for Unresolved Problems
- Remote Installation Assistance
MATERIAL
- Distribution of Specific Media Type for all Applicable Software Releases, Updates and Patches
INFORMATION
- Software Update Service (SUS)

Overview:

Premier Software Support (PSS) is designed to meet the critical needs of high demand users. It is especially appropriate during development phases when downtime cannot be tolerated due to program deadlines. PSS assures maximum uptime for users with critical applications.

PSS provides priority access to Compro's Call Management Center (CMC), remote software maintenance support, on-site remedial software maintenance when required, automatic escalation procedures, remote installation assistance for general software releases, two (2) hour no-charge overtime work through for unresolved problems, and a subscription to the Software Update Service. Support for discontinued products is available on an individual bases, please contact your Sales Representative.

Orders must be placed prior to the expiration of the applicable software warranty or preceding SUS subscription. If a lapse in the subscription occurs, a pro-rated amount may be charged to the customer from the time of the expiration of the warranty or subscription to the start day of the new subscription.

CMC is the single point-of-contact for Compro customers requiring technical support. CMC is easily accessed domestically via our toll-free numbers, 1-800-936-2673 and our direct dial worldwide number, 954-377-1100.

Compro's Call Management Center provides the following services for software customers:

software support
problem determination and verification
participation in remote troubleshooting and telephone support
dispatch of on-site assistance as required
scheduling of installations, upgrades, preventive maintenance and Quality Hot Line problems with system shipments.

Compro will conduct all troubleshooting analysis and remedial support required to maintain the software products to the delivered specification during the Principal Period of Maintenance (PPM), 8:00 AM - 5:00 PM local time, Monday through Friday.

Service performed outside the Principal Period of Maintenance will be charged to the customer at the standard published Time and Material labor rates.

Prerequisites:

Compro's System Administrator or Operating System Training
Designated Point of Contact
Dedicated Diagnostic Communications Line
Customer must allow Compro to conduct an audit to certify that the hardware revision levels are in compliance with the appropriate software releases and that the system is in good state of repair.