Bronze Support

Software and Hardware Support

To qualify for Bronze Support the customer must have 24/7 onsite Technical Support Staff or remote access to the system.

Telephone/Remote Access Support

Telephone Support including system remote access capabilities for system diagnostics and operational troubleshooting
24/7 Included after Hospital technical staff screens the calls

Monthly Database Maintenance

Monthly system database maintenance and download for reporting and backup. One year of backups maintained by IMS. In event of a server failure or data loss, IMS can restore customer data on a loaner File Server to restore system operation with minimal down time.
Included

Monthly Alarm Reporting

Formulation and review of monthly alarm reports with system bench marking. Includes consultation if required based on bench marking results.
Included

Inservices Training

One day of onsite staff inservice and refresher training by IMS
Corporate Trainer.
Included

Software Maintenance Agreement

Included. (If SMA is current)
Includes renewal of annual software maintenance agreement (SMA) charge, which is based on the tags, devices, and applications that are installed on your system.
Included

Software Upgrades

Travel and labor to install software upgrades that are made available by the manufacturer. System enhancements (features not originally purchased with the system) are not included with any support agreement options. Historically there have been at least two upgrades per year.
Included (Hospital Technical staff must participate)

Annual System Recertification

Annual System operational recertification and documentation review and updates.
Included (Hospital Technical staff must participate)

Tag Testing

In-house operational testing of tags
Included

Workstation and Part Repairs or Replacements

Repair or replacement of defective devices
Current list or exchange prices

Labor and Travel

Labor and travel time for unscheduled on site service calls.
$135.00 8AM - 5PM (Monday - Friday) $202.50 outside normal business hours.

Technical Training

Technical system training includes system operation, software (SW) and hardware (HW) diagnostics, SW and HW configuration, database and reporting tools, and system troubleshooting. Technical training available at IMS office in Grand Rapids, MI two times per year.
Included. This Option requires that two technical support staff attend the training class.

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We are a high tech innovative company with “old school” principles and values. We believe a hand shake still means something in business

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