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ACS
Direct Support offers “direct” technical assistance by an ACS
Support Engineer to ACS customers and resellers.
There are three (3) “Direct Support” plans available to
meet a variety of needs.
Direct “Installation &
Setup” Support
ACS
offers 30 days of free "Installation & Setup
Support", by phone or email, to cover “out-of-the-box”
installation and setup questions on the current released version
of AutoEDMS.
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Important
Note:
Direct “Installation & Setup” Support cannot be used
for AutoEDMS customization and development issues, or
questions pertaining specifically to the Pervasive.SQL
database engine. In these situations an “Hourly”
agreement is required.
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To be
eligible for Installation & Setup support, you must complete
and print the AutoEDMS “Access Code Application” form using
the AutoEDMS Authorization program,
then fax it to ACS Software.
The free Installation & Setup support period begins the
day ACS sends the form back to you with your Access Codes.
To obtain Installation & Setup
support, submit a Support Request Form
to ACS Technical Support. The
ACS Tech Support department will confirm your eligibility and
respond within 24 hours.
Direct
“Hourly” Support
The Direct “Hourly” Support
plan allows ACS customers and resellers to purchase “blocks of
time” in which they receive priority service and/or advanced
assistance directly from an ACS Support Engineer (or Application
Engineer, depending on the type of request).
Some of the primary reasons why ACS
customers choose to purchase Direct “Hourly” Support include:
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For support issues on
non-current versions of AutoEDMS.
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For brain-storming during
initial AutoEDMS system design and development.
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For assistance with development issues, such as Form, database, or Workflow design questions.
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For assistance with ACL programming issues, i.e., questions on ACL programs you are writing.
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For assistance with systems
integration issues.
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As an alternative to in-house
AutoEDMS system support or administration.
Purchasing
"Hourly" Support
Customers can purchase Direct “Hourly”
Support agreements, i.e., “blocks of time”, in various
increments depending on their needs or on the recommendation of
the ACS Tech Support staff. Hourly
agreements can be purchased by contacting an ACS Sales or Tech
Support representative during normal
business hours (7:00am to 4:00pm PST) at 310-755-6040.
ACS
offers its customers the following Direct “Hourly” Support
agreement options :
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Agreement Type
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Agreement
Price
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Payable By
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| 5
hr. Block* |
$995.00 U.S. |
Credit
Card or P.O.**
|
| 10
hr. Block |
$1,895.00
U.S. |
Credit
Card or P.O.** |
| 20
hr. Block |
$3,300.00
U.S. |
Credit
Card or P.O.** |
| 30
hr. Block |
$4,650.00 U.S. |
Credit
Card or P.O.** |
* Minimum Purchase: A
5 hr. Block is the minimum purchase available of Direct
"Hourly" Support.
** P.O. Payment Terms:
Payment for support orders placed by "company
purchase order" must be received by ACS within seven (7)
business days of placing the order. If payment is not received
within that time period, ACS reserves the right to withhold
support until payment is received.
Hourly
agreements are available for a term of twelve (12) months from the
date of purchase, or until the hourly time is used, whichever
occurs first.
ACS Tech Support will notify
customers via email prior to the date when their Hourly agreement expires, and discount incentives will be offered for renewal.
Obtaining “Hourly” Support
To obtain Direct “Hourly”
Support, submit a Support Request Form
to ACS Technical Support, and be
sure to indicate that you have purchased Hourly support. The
ACS Tech Support department will confirm your purchase and respond
(by phone or email) within 24 hours.
ACS Tech Support Engineers (or
Applications Engineers) will utilize phone, email, or “web
assistance” (remote real-time access to your AutoEDMS system via
the Internet) in the process of providing Hourly support
assistance.
Time
expended by an ACS Support or Applications Engineer in the
course of resolving your issue or request will
be deducted from your Hourly agreement balance in 15-minute
increments.
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