Support and Training
M&M Micro Systems Inc. understanding
that after the installation and training, support is critical. Customers need
quick answers; therefore we have developed a variety of mechanisms for support.
At the time of software installation or
DOS to Windows upgrade, the customer purchases the Annual Software Support
Agreement, commonly referred to as the ASSA.
Annual Software Support Agreement
The ASSA agreement is renewable and covers
product upgrades and technical support for specified time period. The typical
ASSA agreement is yearly. The customer is provided contact information for
support when needed.
As part of the support agreement, the
customer must maintain PC Anywhere and communication device. This enables
M&M Micro Systems Inc. a way to communicate should a problem occur. Failure
to keep the modem and PC Anywhere operational, will affect support response
time.
The ASSA agreement does not cover
hardware, network or interface support. The ASSA agreement does not cover
upgrade from DOS to windows nor onsite visits during the year. It is strictly
modem and telephone support not training.
Extended Support Agreement
Beyond the ASSA, is the Extended Support Agreement. This includes onsite visits to the facility. The
focus of the visits are training with new staff or re-training of existing
staff. We have found customers are much more comfortable with the software when
periodic site visits occur. The number of onsite visits can vary depending on
agency functions and goals.
On-Site Simulations
The On-Site Simulations, commonly referred
to as the