Gold Support

Software and Hardware Support

Telephone/Remote Access Support

Telephone Support including system remote access capabilities for system diagnostics and operational troubleshooting
Included 24/7 Unlimited 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

Inservice Training

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

Software Upgrades

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.
Included

Annual System Recertification

Annual System operational recertification and documentation review and updates.
Included

Tag Testing

In-house operational testing of tags
Included

Workstation and Part Repairs or Replacements

Repair or replacement of defective devices
Included
(During the sixth continuous year of Gold Support - automatic replacement of all IMS provided PC's, Monitors, and UPS's once they reach 6 years of age).

Labor and Travel

Labor and travel for unscheduled on site services calls.
Three on-site service calls for unscheduled repairs per year included.

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

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