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
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.
Monthly Alarm Reporting
Formulation and review of monthly alarm reports with system bench marking. Includes consultation if required based on bench marking results.
One day of onsite staff inservice and refresher training by IMS
Travel and labor to install software upgrades that are made available by the manufacturer as part of an active software maintenance agreement (SMA). System enhancements (features not originally purchased with the system) are not included with any support agreement options.
Annual System Recertification
Annual System operational recertification and documentation review and updates.
In-house operational testing of tags
Workstation and Part Repairs or Replacements
Repair or replacement of defective devices
Labor and Travel
Labor and travel time for unscheduled on site service calls.
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 will be available at IMS office in Grand Rapids, MI or may be provided onsite.