Service and maintenance procedures may be requested by the beneficiary of the Routes system, who wishes to have the Routes team of specialists available for troubleshooting or preventing certain issues.
The service package includes:
-
Client assistance of The Red Point team on client premises, as provided in the contract by both parties;
-
specific assistance services.
Specific assistance services:
-
online assistance during work hours (9 am - 5 pm), 5 days a week. Assistance will be provided by different media, such as telephone, e-mail, instant messaging (ICQ, Yahoo Messenger, Windows Messenger, MSN Messenger). Feedback times for the troubleshooting team will not exceed 4 hours since assistance was initially requested (delays in feedback time will depend on the daily schedule (9 am - 5 pm), as well as on work days / public holidays);
-
technical assistance provided on the forum for the software system, where the troubleshooting team and other system users will address user issues. Feedback times for the troubleshooting team will not exceed 4 hours since assistance was initially requested (delays in feedback time will be schedule-dependant (9 am - 5 pm), as well as work days / public holidays dependant);
-
transferring the database of the software system in use and optimizing it to run in parameters defined by The Red Point;
-
fixing possible bugs incurred by system features, as well as the additional features developed by The Red Point by client demand. The feedback time devoted to analyzing bugs reported will not exceed 2 work days. The time required to troubleshoot identified bugs will not exceed 7 work days. These periods of time may be subject to changes depending on the priority of maintenance procedures carried out at that specific time. Priorities in maintenance will be agreed by both beneficiary and The Red Point alike;
-
providing the beneficiary with new versions of the software system via internet, the built-in software update engine or physical media;
-
modifying the user interface to optimize software ergonomics and to offer an appealing design that suits client needs. The time required to deploy modification initiatives will be agreed by beneficiary and The Red Point alike;
-
detailed info on software fixes;
-
technical support for the software system administrators;
-
in case technical issues cannot be solved by applying the methods described above (online assistance during working time or via internet forum), The Red Point will immediately dispatch a team to client premises, after the client has expressed the need to do so and after identifying the malfunction reported. Feedback time will not exceed 48 hours from the first working day, ever since the first assistance request was registered by The Red Point (within three days / month).
