Maintenance

Ongoing Maintenance and Support Programs
ACT offers a variety of support programs to accommodate the unique requirements of our customers, providing them with the ability to choose an appropriate level of responsiveness and commitment for their organization.  ACT offers a Basic Support Program which provides Tier 1 support for Support Upgrade Assurance (SUA) agreements from our Software Manufacturers and Technology Partners.  Our technical expertise, communications and support procedures, coupled with an in-depth understanding of our clients’ systems play a key role in minimizing any downtime and quickly resolving technical issues.  In addition to the Basic Support Program, we also offer a Premium Support Program for those customers who call for additional levels of service and support.  The programs are described below:

REACT Basic Support Program
The REACT Basic Support Programis always provided when you purchase annual Software Upgrade Assurance (SUA) for your products.  For clients who employ a comprehensive IT staff with substantial knowledge of the products, the retainer based program provides 1st level email and telephone support for all manufacturer related software issues.  In most cases, software support calls can be handled on the first contact.  However, there are times where we will have to contact the manufacturer to identify possible bugs or feature requests for our clients.  The REACT Basic Support program allows us to add the value of our in-depth product knowledge and intimate understanding of our customer’s environment when contacting the manufacturer for the most efficient resolution to our clients’ issues.  Additional customer support dealing with software configuration or business consulting may be scheduled and purchased at normal professional services rates or through the purchase of our REACT Premier Support Program.

REACT Premier Support Program
The REACT Premier Support Program provides three options that offer different committed response times and progressively discounted professional service rates, depending upon your organization’s need for support and responsiveness.  Each option includes an Annual Fee that will define the response time commitment as well as the hourly rate structure.   The Annual Fee is non-refundable as it ensures that dedicated ACT resources are consistently available for reactive and proactive support work.  A retainer is also established for the reduced hourly rates which are based upon which option is selected.  As hourly time is utilized, it is deducted from the retainer, until the retainer is fully depleted.  ACT will schedule regular check-up calls to remind you of your retainer balance and to pre-schedule any services you require.  In addition, ACT will provide a monthly report of hours used and hours remaining.  Should you deplete all of the retainer block, another block may be purchased at the same discounted rate.

REACT Health Check
In order to help our clients get the most out of their system, we developed the ACT Health Check Program.  Included in each of the Premier options and available upon request, is the REACT Health Check Program, which is a 2-day collaborative effort between ACT and its clientele on the status of the system, any changes that have occurred, validation of remote access for troubleshooting issues, and a time to identify future enhancements, best practices, and upgrades.  The ACT Health Check is performed on a regular basis for all ACT support customers. During a health check, an ACT consultant will perform the following tasks:

System Documentation

• Update/Create System Architecture Diagram
• Record Software and Versions
• Record System Customizations and Obtain Code Samples

Remote Access

• Test remote access to each system component
• Identify remote software
• Update logon information for ACT support staff

System Walkthrough

• Perform a system walk through of current operations with business staff to identify best practices and document recommendations.

Recommendation/Issue Document

• Co-create customer ‘wish list’ for current system and record feature requests and/or customizations with business users.
• Document any issues or feature requests for current software customizations
• Research current issues against the latest software release features for system compatibility