Software Support and Maintenance

GeoComm’s friendly and knowledgeable technical support analysts are available to you on a 24-hour-a-day, seven-day-a-week basis. Our response time is always four hours or less. In fact, more than 65 percent of technical support calls made to GeoComm are resolved that day.

Our response to customer issues is fast because GeoComm develops all proposed software components, trains its technicians on advanced trouble-shooting methods, has remote access to your system, and available Web interaction. This results in quicker diagnosis and call closure. Ultimately, this means less downtime and maximum software functionality benefits for you.

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.