Software Support and Maintenance

In a mission-critical environment, software performance must always be at its peak.  The GeoLynx Family of Products helps you increase efficiency in an emergency.

GeoComm's technical experts help ensure you receive efficient support and evolving software to meet the industry's changing needs.  By investing in quality software support and maintenance, you can be at ease knowing GeoComm is here to assist with software concerns and resolve software issues quickly.

As a valued software client you will be provided with a 90-day warranty period following software installation, at no charge.  Following the warranty period, software support and maintenance services can be provided.  Through an annual software support and maintenance agreement, GeoComm will:

• Provide you with regular service packs resolving reported issues or feature enhancements with the latest technological advancements and industry changes
• Review and incorporate selected enhancement requests to ensure the software continues to evolve to meet your needs
• Accept unlimited toll-free calls, e-mails, and faxes related to any software concern during regular business hours
• Have available a team of responsive, knowledgeable Technical Support Analysts to provide one-on-one, twenty-four-hour-a-day, seven-day-a-week support to address your concerns, questions, and issues
• Accept after hours emergency calls via a toll-free number/pager system
• Respond to you within four hours or less during regular business hours so you can benefit from maximum software functionality as soon as possible after identifying an issue
• Remotely connect to your software to assist with installing service packs, adding updated GIS data, troubleshoot issues, and much more all to ensure quicker diagnosis and issue resolution
• Log all calls for service in Microsoft Customer Relationship Management (CRM) software to build a growing knowledge base that will assist in quickly responding and resolving all future issues
• Provide product coaching, in an advisory capacity, relating to the operation of any portion of the GeoLynx Family of Products

Customer satisfaction is important and GeoComm's software support and maintenance services are an essential element to ongoing user satisfaction.  We are dedicated to supporting the GeoLynx Family of Products and enhancing our software based on market requirements.

We want to generate long-term, mutually beneficial relationships with our clients.  The satisfaction of GeoComm clients is measured by 95 percent of the software support and maintenance contracts being renewed year after year.

Warranty Period

Following software implementation, GeoComm will provide you with an acceptance test plan to test all aspects of the product and its performance. Once the test plan is completed, a 90-day warranty period will begin. During this period, you have unlimited access to our technical support analysts via telephone, e-mail or fax. Whether it is a simple question or a complex issue, GeoComm will assist you to ensure full performance of your software.

Once the 90-day warranty period ends, you can purchase an annual software support and maintenance agreement or you can opt for services as needed at a rate of $95 per hour (minimum one hour).

Software Upgrades

GeoComm recognizes the importance of continued software enhancements and innovation. Our software development team is charged with staying on top of all industry-related developments and to incorporate desirable features into our software suite. Our customers also play a significant role by making software enhancement requests and providing feedback either through their support calls or via our customer satisfaction surveys.

Approximately once a year, GeoComm develops one major version release for each application within the GeoLynx® Family of Products. For the term of a software support and maintenance agreement, GeoComm distributes any major version release updates to customers for immediate installation.

It is also common practice for GeoComm to issue service releases in between major version releases to fix or enhance any trouble spots for specific customers and specific purposes. Software support and maintenance customers are eligible service releases during the term of their agreement.

Unlimited Hotline Support

Hotline support consists of technical assistance and product coaching by trained and experienced specialists in an advisory capacity via a toll-free telephone number, fax or e-mail, relating to the operation of any portion of the GeoLynx® Family of Products. A technical support analyst will work with you to resolve the issue upon receiving your call, fax or e-mail. If all analysts are busy assisting other customers, a return call will be made within four hours.

During our regular business hours (8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, excluding holidays), customers are allowed unlimited toll-free calls,  e-mails and faxes related to any GeoComm software concern.

Support also consists of remote access into your software for troubleshooting. This does not cover calls related to issues with other vendors.

Emergency/After-Hours Calls

Emergency calls are addressed 24-hours-a-day, seven-days-a-week via a toll-free number/pager system. A technical staff member will return your emergency call requiring immediate attention. GeoComm defines emergency call as meeting any of the following criteria:

• System alarms where software does not process calls
• System locks up repeatedly without ability to recover

If the hotline is called outside of regular business hours with non-emergency matters, you will be billed at $95 per hour (minimum one hour). These fees are payable, in addition to the normal annual support and maintenance fee, within 30 days of invoice receipt.