GeoComm’s software support and maintenance includes:
- Support Desk Services
- Remote Connection Services
- Software Updates and Enhancements
Support Desk Services
Support desk services consist of technical assistance and product coaching by trained, experienced specialists in an advisory capacity via a toll-free telephone number or e-mail relating to the operation of any portion of GeoComm’s Products. All calls for service are logged in NetSuite, GeoComm’s customer relationship management software. Upon receiving communication regarding a software issue, the Technical Support Analyst will work with you to resolve it. If all analysts are busy assisting other customers, a return telephone call will be made.
Emergency calls are addressed 24 hours a day, 7 days a week via a toll-free number/pager system based on mission critical nature of the GeoComm solutions implemented as indicated in the response table below. A technical staff member will return your emergency calls requiring immediate attention. GeoComm defines emergency calls as one or both of the following:
- System alarms where software does not process calls
- System locks up repeatedly without ability to recover
Our response to customer issues is fast because GeoComm develops all contracted for software components, trains its technicians on advanced troubleshooting methods, can remotely connect to your system, and are able to interact with your software via the web. This results in quicker diagnosis and call closure. Ultimately, this means less downtime and maximum software functionality benefits.
During our regular business hours, 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, excluding holidays, you will be allowed unlimited toll-free calls and e-mails related to any concern with the software.
If the hotline is called outside of regular business hours with non-emergency matters that could be addressed during regular business hours, you will be billed for such calls at a rate of $125 per hour (minimum one hour). These fees will be payable, in addition to the normal annual support and maintenance fee, within 30 days of receiving an invoice.
GeoComm’s response time commitment is depicted in the following table:
|Critical Impact –
Service Not Available
|Service is unavailable or halted
Data is unavailable or nonfunctional
Service productivity or functionality is severely compromised
There is a complete loss of service for all End Users and there is no ability to avoid or reduce the incident via a workaround
|Less than two clock hours 24 x 7||GeoLynx Server Dispatch Mapping
GeoLynx Spatial Router
|Major Impact –
|Service performance/functionality for all End Users is seriously impaired or degraded
Data accuracy is seriously impaired
There is no ability to avoid or reduce the effect of the incident via a workaround
|Less than four clock hours 24 x 7||All|
|Minor Impact –
Minimal Degraded Performance or Functionality; Single Users Issues
|Service has encountered a non-critical issue with minimal loss of performance/functionality
Data accuracy is minimally degraded
May be identified as a functional defect
Complete stoppage of a Single End User
A partial loss of service for an End User and there is a way to reduce the effect or completely avoid the impact of the incident via a workaround at a reasonable cost
|Less than 16 business hours Monday through Friday 8 a.m. to 5 p.m. Central Standard Time||All|
|Low Impact –
Single User Application Issue
|Service is unavailable or degraded (not a complete work stoppage) for a Single End User
There is a way to reduce the effect or completely avoid the impact of the incident via a workaround at a reasonable cost
|Less than 24 business hours Monday through Friday 8 a.m. to 5 p.m. Central Standard Time||All|
|No Impact||Password resets
Requests for access rights
Issues of similar importance
|Less than 48 business hours Monday through Friday 8 a.m. to 5 p.m. Central||All|
Note: For GeoLynx DMS software and Web DMS issues – all services will be performed Monday through Friday 8 a.m. to 5 p.m.
Concerns or questions specifically related to GIS can be answered by a GeoComm GIS Specialist, but will be billed at a rate of $125 per hour with a minimum billable charge of one hour.
Software Support Exclusions
This Agreement does not include:
- Re-installation of software due to Customer upgrade of hardware or relocation of facilities;
- Calls for service related to hardware problems;
- Customized programming;
- Issues related to other vendors;
- GeoComm shall have no responsibility for the provision of, or payment for, on-site services provided to the Customer by a third party, unless such is specifically agreed to in advance by GeoComm and the Customer.
GeoComm’s Software Support obligations hereunder shall not extend to, and expressly exclude, any malfunction, damage, or other matter arising out of or resulting from:
- The operation, malfunction, or interfacing with any system, equipment, or network provided or installed by any entity other than GeoComm;
- Misuse or abuse of the software and systems by operators thereof or by any other third parties not under the control or employ of GeoComm;
- Consumable supplies;
- Acts of God, including, without limitation; lightning strikes and severe weather;
- The reinstallation, tampering, or other modifications of the Software and systems installed by GeoComm by operators of or by any other third parties not under the control or employ of GeoComm.
Remote Connection Services
Support also includes remote connection into your software for troubleshooting by Technical Support Analysts. Remote connection services do not cover calls related to issues with other vendor’s systems.
The standard and preferred method for connection is GoToAssist over the Internet. GoToAssist sessions are protected by end-to-end, government-approved, 128-bit Advanced Encryption Standard (AES) encryption, as well as Secure Sockets Layer (SSL) encryption of point-to-point connections. Additional GeoComm remote connection capabilities include:
- Remote Desktop
- Microsoft VPN
- Cisco VPN
Software Updates and Enhancements
GeoComm recognizes the importance of continued software enhancements and innovation. Our software applications are systematically developed to ensure new software enhancements and latest technological changes are incorporated regularly into each of the GeoComm software applications.
Our Software Development Team is responsible for staying on top of all industry-related developments and incorporating desirable features into our software family of products. Features incorporated into the latest software releases are based on a variety of factors, such as industry changes, customer requested enhancements, and the overall impact to our customer base, etc.
GeoComm regularly releases service packs and feature packs containing fixes and new functionality, respectively. Software support and maintenance customers are eligible for receipt of all new service packs and feature packs for the term of their agreement.
Upon release of a service pack or feature pack, affected and eligible customers are notified by phone or e-mail. Based on the contents, GeoComm Technical Support will determine the most effective method for making the software available.
Contact Software Technical Support for assistance with the GeoComm’s Family of Products