Northwoods OnSite Services Annual Maintenance Sample Clauses

Northwoods OnSite Services Annual Maintenance. An OnSite Services Annual Maintenance Agreement provides an additional level of support to our customers when a support issue cannot be resolved by phone or remote control or when a customer simply prefers the convenience of being able to turn over complete issue resolution to our staff. OnSite Maintenance and Support Services generally will be available during the hours of 8:00 a.m. to 5:00 p.m. in the time zone where the system is installed, Monday through Friday, excluding Northwoods standard holidays. On-Site maintenance requires a signed OnSite Maintenance Services Agreement. This agreement provides for on-site support at a fixed annual fee to the customer billed on the day of signing. This agreement takes the guesswork out of the hands of the customer and places all service responsibility on Northwoods. Response to calls for on-site support under this agreement assumes that all other attempts to resolve the support issue have already been made including: Help Desk support and Remote Control support. On-site maintenance support does not include retraining or other services not directly related to resolving an identified support issue. The OnSite Maintenance Agreement requires that applicable Software Maintenance Agreements be in place during the time period that on-site services are requested. Exhibit E Additional benefits of OnSite Maintenance include the following: • Northwoods will provide the professional services to install upgrades or enhancements to your Compass Software™ once a year as needed. • Northwoods will provide training of your Technical Point of Contact (“TPOC”) on any upgraded or enhanced software while our staff is onsite in the agency. • Northwoods conducts remote server checks at least semi-monthly to provide preventative maintenance and early warning of developing issues. • Up to five of your employees can attend each semi-annual Compass Academy Training Conference and Idea Exchange, free of charge. • At least once a year, a representative from the Northwoods Maintenance Department will visit you to assess needs, answer questions, and make sure you are satisfied with Northwoods service and support. • Our technicians will serve as a first point of contact on server and RightFax hardware. If we can correct the issue, we will. And if not, we may be able to help resolve the situation through consultation with the hardware vendor.
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Related to Northwoods OnSite Services Annual Maintenance

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