Componentes do Programa
There are eight standard components or building blocks that make up the various monarch™ support programs:
01 | Maintenance/Problem Fixes:
OSI will fix reported software problems and provide software patches for reported problems. This is limited to the maximum number of incidents allowed by your plan.
02 | Business Day Support:
This component allows you to call OSI during business hours for assistance with resolving critical problems with software operation. This is limited to the maximum number of incidents allowed by your plan.
03 | After Hours Support:
Customers may call after business hours, during weekends and on OSI holidays for assistance with resolving critical problems with software operation. This is limited to the maximum number of incidents allowed by your plan.
04 | Help Desk:
OSI will provide assistance with non-critical issues and problems, and provide general advice and guidance on software operation. This service is available during OSI business hours only. This is limited to the maximum number of incidents allowed by your plan.
05 | Web-based Training:
Web-based training is offered as a supplement to OSI's standard product-based training program. The courses are designed to provide in-depth and topic specific training in a small group setting to familiarize customers with detailed product maintenance and configuration topics.
06 | Software Updates/Revision Subscription:
This is a software update subscription service that allows you to receive an annual software update for your licensed software at a substantial savings over the re-licensing costs of the software. Subscription service is, by far, the most valuable part of the support program as it insures your system against technical obsolescence and results in an "evergreen" system.
07 | Unlimited Support:
This option allows you to upgrade your support plan to an unlimited number of Help Desk, Business Day Support and After Hours Support incidents.
08 | Onsite Installation Assistance:
OSI personnel will install software upgrades onsite, verify the new software release with your database and custom features prior to site installation and assist during your cutover to the new release.